The Impact of Total Quality Management (TQM) in the Performance of Information Technology Startup’s at King Hussein Business Park

Abstract

Purpose: The study aimed to measure the impact of Total Quality Management (TQM) in terms of processes focus, engagement of workers, and continuous improvement on the performance of information technology startups in Jordan in terms of productivity, customer satisfaction, and profitability. Theoretical framework: for the current study was based on several key concepts. Firstly, TQM emphasizes the importance of a process-focused approach to management, where all organizational activities are viewed as interconnected and subject to continuous improvement. This approach requires a deep commitment to quality culture, where every employee is engaged in identifying and addressing areas for improvement. Secondly, TQM emphasizes the importance of inclusiveness, where all stakeholders, including customers and employees, are actively involved in the quality improvement process. Finally, TQM recognizes the importance of continuous improvement, where the organization is constantly seeking to improve its performance in terms of productivity, customer satisfaction, and profitability. Design/methodology/approach: The research methodology utilized in this study is a descriptive-analytical quantitative approach, which aims to provide a comprehensive understanding of the impact of various factors on the performance of emerging information technology institutions. To gather data and information, a survey was conducted among individuals occupying managerial positions in these institutions, . The study population included 35 emerging information technology institutions in Jordan, and a sample of 100 questionnaires was distributed among individuals holding managerial positions such as the general manager, operations manager, quality manager, and marketing manager. Findings: the study found that there is a high level of Total Quality Management implementation at information technology startups. And that there is a statistically significant impact of TQM on the performance of the surveyed startups. Research, Practical & Social implications: The study recommended maintaining the implementation of the total quality management system while providing all kinds of support to involve the workers in the decision-making process. Originality/value: the study has the potential to contribute to the development of effective management strategies for emerging information technology institutions in Jordan and beyond, thereby enhancing the competitiveness of these organizations and contributing to the economic development of the region. In sum, the current study offers originality and value by providing new insights into an understudied area, utilizing a comprehensive survey, adopting an evidence-based approach, and offering practical implications for the development of effective management strategies for emerging information technology institutions.