Benchmarking of TQM: the case of Hikma Pharmaceuticals company

Purpose - The purpose of this paper is to gain a better understanding of internal benchmarking through the evaluation of quality management in two quality departments (Quality Assurance (QA) and Quality Control (QC)) in a pharmaceutical company by utilizing total quality index (TQI). Design/methodology/approach - In order to achieve the above-mentioned purpose a structured questionnaire was used to assess the gap between the ideal and current status of the quality management system. The mean differences between the current and ideal states for the eight critical factors were compared for the two departments using t-test. Findings - There is difference in the actual and ideal scores on three out of eight critical factors between the QA and QC departments. Practical implications - The internal benchmarking process which was applied in this case study can be applied in other pharmaceutical companies in order to improve the status of the quality management system and achieve competitive advantage. Originality/value - Benchmarking of total quality management (TQM) can improve the performance of organizations. The benchmarking tool used in this study TQI is an information technologysupported tool that helps managers assess a TQM program by enabling the cost-effective measurement of key organizational processes. TQI measures the ideal and actual quality management along eight critical factors synthesized by Saraph et al. (1989).