This thesis presents the outcome of an investigation into the incorporation of Total Quality Management (TQM) methods with a firm's corporate strategy as a means of achieving a sustainable competitive advantage. The research study was carried out in an effort to bring to the fore the importance and relevance of TQM within the context of strategy formulation and implementation within the service'industry in Trinidad and Tobago.This research adopted an (integrated approach to the research methodology) Questions and objectives were explored through the administration of 180 questionnaires of which 150 were completed and 97 semi structured interviews. A comprehensive literature review was conducted on the major concepts being explored (TQM, management philosophies, principles and practices, strategy, sustainability and competitive advantage). Additionally, the Deming Prize, Malcolm Baldrige National Quality Award and the EFQM Excellence Model were examined in some detail and later formed the basis of the author's TQM Six Senses Model (The Six Senses Model). The Six Senses Model was then validated via two focus groups and comparison with four existing models.Data collected from the interviews with employees at the six organizations which participated in the study revealed that although TQM methods had not been implemented in the respective firms, employees were optimistic that the Six Senses Model could be successfully adopted and implemented. Furthermore, the findings from the companies provided new insights on employees' attitudes towards the adoption and implementation of quality based initiatives.The Six Senses Model is based on integration among the following constructs: i. Top management's core functions; ii. Stakeholders; iii. TQM Success Factors; iv. The Process of Integration; v. Implementation, and; vi. TQM Strategic Outcomes. An organization that contemplates embarking on the TQM journey with the expectation of achieving a sustainable competitive advantage can use The Six Senses Model as a "roadmap" in its quest to improve the way business is conducted. Through successful implementation of the Six Senses Model within the service industry, perhaps there can be scope for a National Quality Award and subsequently a regional award
