Critical success factors of total quality management implementation in higher education institution: UTM case study

Abstract

This research was conducted to identify the critical success factor of total quality management (TQM) implementation in higher education. The critical success factors of TQM are management commitment and leadership; continuous improvement; total customer satisfaction; employee involvement; training; communication and teamwork. A set of questionnaire have been designed by the researcher and it has been distributed by using Stratified Random Sampling method and the data were analyzed by using PASW version 18.0. Descriptive analysis has been used such as mean, percentage and frequency. Meanwhile inferential analysis was also used to identify the relationship between critical success factors of TQM. The finding revealed that there is a relationship between TQM critical success factors and performance measurement. Besides that, implementations of TQM improve the performance measurement. Researcher has selected staff commitment, customer satisfaction and mission achievement as a predictor for TQM implementation.