The measurement of TQM principles and work-related outcomes

Abstract

Building on the work of Dean and Bowen (1994), this paper proposes measures of the extent to which three TQM principles (i.e. customer focus, continuous improvement, and teamwork) have become an integral part of an organization's culture. The measures are also used to examine the relationship between the implementation of TQM principles and work-related outcomes, to include job satisfaction, communication, and perceptions of the work environment. Results derived from a survey of 2249 employees of a large midwestern organization indicated that reasonably reliable and distinct measures were developed and that the adoption of TQM principles was associated with more favorable work-related outcomes. Further research to verify the psychometric properties of these measures and to determine whether TQM principles impact on ‘harder’ measures of organizational performance is recommended. © 1997 by John Wiley & Sons, Ltd.