The Impact of Total Quality Management on Business Performance of the Telecommunication Sector in VNPT Nam Dinh, Viet Nam

Abstract

Total quality management has been applied in many industries and high-tech companies worldwide for the past few decades. Some studies shows that business productivity has made a considerable improvement in finance as well as a customer boom (John Watson, The Department of Accounting and Finance, The University of Western Australia, 2003). In the mean time, some other researches have also pointed out the difficulties in the application of TQM. One of the key factors leading to the success implementation of TMQ is the internal human resources. The literature review has revealed highlights on telecommunication service consumers who have been entitled to choose their own suppliers and laid their faith over the trustworthy one thanks to telecommunication quality brought about by the application of TQM. It is a matter of fact that companies that can gain more customers’ faith would be more profitable. Thus, the very aim of this study is to investigate the impact of TQM application on business performance, or simply stated, how the application of TQM can influence the internal staff and the company’s partner as well as external customers about the company’s identity, customers’ satisfaction and their loyalty to the company. Besides, the thesis closely looks into the impact of TQM on the business performance of telecommunication service, especially with a focus on the service quality of ADSL. In this thesis, a sample model has been developed and suggested by conducting a survey questionnair on 250 employees, among which. 150 Employees are working at VNPT Nam Dinh and the other 100 Eployees VDC (Viet Nam Data Communication company).