Operations management has evolved over the last three decades with the introduction of new trends such as total quality management, which attempts to bring best practices into all areas within a company. Operations management can be viewed as encompassing supply chain management, quality management, product and process design, project management and other subject areas defined as “the design, operation and improvement of systems who create and provide the company's primary products and services”. ” (Petersen, Aase, Heiser, 2011). This paper aims to explore the effect of total quality management in the field of operations management by exploring cultural value, customer satisfaction and overall operational performance. One of the key benefits that total quality management offers a company is the overall philosophy of focusing on consumer satisfaction rather than reducing production costs by focusing on improving product quality, improving processes, and additions or improvements to the services offered (Baird, Hu, Reeve, 2011; Hung, Lein, Fang, McLean, 2010) but keeping track of customers is no easy task without implementing a customer relationship management tool to assist in the transition from a product-centric culture to a customer-centric culture. Su, Tasi and Hsu (2010) believe that customer relationship management involves:[…] cross-functional process activities, continuous dialogue with customers, all points of contact and access, as well as customer loyalty and the effectiveness of marketing initiatives. It also includes a set of general business processes and policies, which integrate sales, marketing and customer service services, as well as a coherent and complete set of pr...... half of the document ......, pp.789 - 814Madhu Ranjan Kumar, Shankar Sankaran, (2007) "Indian Culture and Culture for TQM: A Comparison", The TQM Magazine, Vol. 19 Iss: 2, pp.176 - 188Mitreva, E., & Prodanovska, V. (2009). Creation of an innovative environment in the total quality management system within companies. Perspectives on innovations, economics and trade, 3, 86+. Richard Yu-Yuan, H., Bella Ya-Hui, L., Shih-Chieh, F., & McLean, G. N. (2010). Knowledge as a facilitator for improving innovation performance through total quality management. Total Quality Management and Business Excellence, 21(4), 425-438. doi:10.1080/14783361003606795Tanninen, K., Puumalainen, K., & Sandström, J. (2010). The power of TQM: analyzing its effects on profitability, productivity and customer satisfaction. Total Quality Management and Business Excellence, 21(2), 171-184. doi:10.1080/14783360903549949