As firms aspire to spread their wings in the global market, TQM promises to provide a potential solution to many of their business-related problems. Though many corporations throughout the globe have already set out on this never-ending odyssey and many others have started exploring what is required in order to embark on a TQM journey, the question of how to start a TQM program is still shrouded in uncertainty. As decision-makers become more involved in implementing TQM, questions are raised about which management practices should be accentuated. This scenario gains even more significance, especially in a service business where the very concept of quality itself is difficult to define.