Role, Total Quality, Performance, Competitive Advantage, Institutional Excellence

Abstract

The study aimed to identify the concepts of Total Quality, Competitive Advantage, and Institutional Excellence, and to understand the role of Total Quality in achieving Competitive Advantage and Institutional Excellence in an environment characterized by intense change and dynamism. This environment compels institutions to transition towards new, flexible organizational patterns that focus on achieving Total Quality to attain Competitive Advantage and, consequently, Institutional Excellence. The study employed an analytical approach, which relies on breaking down the fundamental elements of the research topics, studying them in depth, and then deriving judgments or rules that can used to generalize to help solve problems. The study concluded that Total Quality contributes to enhancing the concept of complete commitment to customer satisfaction through continuous improvement and innovation in all areas of work. It is a fundamental requirement for achieving competitive advantage through the development of processes and continuous improvement of products, by maximizing performance that achieves competitive advantage, thus leading to institutional excellence. Institutional excellence cannot achieved without achieving Total Quality in organizations. It was also find that it is not necessarily true that an institution with a competitive advantage has institutional excellence; it may have gained that competitive advantage through the uniqueness of its service or product. The study provided a set of recommendations.