Implementation Of Total Quality Management Practices Research Articles

Total quality management practices among women shea processors: Implication for job performance and household expenditure

Total Quality Management (TQM) is a strategic framework for the continuous improvement of an organisation's practices to achieve overall performance. In the food industry, TQM practices remain inevitable as far as quality remains a benchmark for sustained competition and customer satisfaction. Small businesses like shea processing require continuous improvement, value addition and quality assurance to guarantee access to lucrative and international markets. This could be realised through TQM implementation. However, there is a dearth of studies on the relevance of TQM practices on the performance of shea processors in the literature particularly in the Ghanaian context. Therefore, this study explored TQM implementation and its impact on small-scale women shea processors which is rare in the literature but of utmost importance. Cross-sectional data were obtained from 120 shea processors using a multi-stage sampling. The Seemingly Unrelated regression and Structural Equation Modelling were used to analyse the data. The study revealed that socioeconomic characteristics (age, education, experience, off-farm job, paid labour), sources of shea nut characteristics (self-collect, value of shea nut collected/purchased) and sales outlet characteristics (big processors) had heterogenous effect on the implementation of various TQM practices. Positively, all the TQM practices had covariance relationships. Further, the implementation of TQM practices such as training and development, innovation and customer focus had diverse positive effects on the number of customers and workers employed, while the number of customers per production had a positive effect on the household expenditure of processors.

Perceived Staff Motivation on the Adoption of Total Quality Management Practices in Nigeria

This study explores the relationship between employee motivation and the effective adoption of Total Quality Management (TQM) within modern organizational contexts in Nigeria. TQM, renowned for its all-encompassing strategy for continual enhancement, is widely recognized for its positive impact on product and service quality, employee involvement, and overall organizational effectiveness. Despite these well-documented benefits, the pivotal role of motivation in cultivating a TQM culture represents a critical yet insufficiently examined dimension. This study adopts a quantitative method using a closed-ended self-administered questionnaire to investigate the connections between motivation and TQM. The research focuses on assessing the levels of employee motivation within organizations practising TQM principles. It examines the resulting impact on various TQM dimensions, such as employee involvement and service quality. The findings revealed that staff motivation through intrinsic motivation and extrinsic motivation significantly affects the involvement of employees and the service quality of the selected deposit money banks in the Ilorin metropolis. The findings of this research highlight the importance of motivation in influencing TQM practices. Organizations should be mindful of the balance between intrinsic and extrinsic motivators to foster a work environment that promotes long-term commitment and performance. Practically, the results can guide organizations in developing and implementing strategies to motivate staff in a way that supports the successful implementation of TQM practices. The findings contributed significantly to the existing body of knowledge by elucidating the critical role motivation plays in shaping TQM practices.

Total quality management and sustainable policy making strategies in biochemical industries: A critical review of prior research

BACKGROUND: The history of Total Quality Management (TQM) presents a broad overview of the processes used to make things perfect in this imperfect world. The concept of TQM strategy in biochemical industries highlightsnumerous ways to use “quality” as a tool for improvement in the real work environment during the actual execution of work. A sustainable and effective quality management policy with specific missions and objectives mightlead to the achievement of a productive outcome in biochemical industry. OBJECTIVE: This study focused to examine the variation in understanding of TQM in the biochemical Industry and its correlation with other aspects of organizational improvement. To study the impact of TQM on a sustainability aspects of biochemical organizations by framing an appropriate synthetic model. METHODS: The strategic to setup a ‘hard’ and ‘soft’ TQM principles was used for effective TQM implementation. In addition, individually developed methods of TQM quality award models were implemented in a wide range of industries. RESULTS: This study reveals that, a significant number of biochemical industries recognize that sustainable business strategies and successful implementation of TQM practices lead to new opportunities and improves results in the economical and sustainable development. CONCLUSION: Appropriate policy-making strategies and TQM are critically important ingredient for organizational growth. The implementation of TQM in biochemical industries is important for the overall growth of the organization and employees.

Effects of Total Quality Management Practices on Financial and Operational Performance of Hospitals

The Total Quality Management (TQM) system is known to have a beneficial impact on sustainability. This study aimed to elucidate the achievement of hospital sustainability by analyzing the relationship between the implementation of TQM practices (leadership of management, decision making, continuous improvement, customer focus, employee involvement, process management, and relations with suppliers), and their impact on the financial and operational performance of hospitals. The gathered data underwent analysis using structural equation modeling (SEM) to empirically investigate the impact of TQM methods on the financial and operational performance of hospitals. A total of 1069 surveys were completed in 6 privately-owned and 26 publicly-owned hospitals located in the Marmara region of Turkey. This study contributes significantly by addressing gaps in the existing literature. There is a lack of empirical research that has examined the potential correlation between TQM, operational success, and financial performance in both public and private hospitals. Especially in developing nations like Turkey, the focus is on the early phases of implementing TQM principles, with a primary emphasis on continuous improvement and sustainable performance. The results demonstrate that Total Quality Management (TQM) exerts a substantial impact on the financial and operational performance of hospitals in the service industry.

The Correlation Between Total Quality Management Practices and Employees' Job Performance: Basis for Proposed Sustainable TQM Strategies

The main purpose of this research is to investigate the relationship between Total Quality Management (TQM) success factors implementation and the employees’ job performance of an oil company located in the province of Batangas, Philippines in order to propose TQM strategies that could further sustain the implementation of the practices. The 100 employees selected through purposive sampling are the participants of the study. The validated questionnaire was administered through electronic data surveying. Data were statistically treated with the techniques used such as measure of central tendency to determine the participants’ demographic profile, assessment of the TQM success factors and the effect of TQM to the employees’ job performance, and Pearson correlation coefficient to determine the relationship between the implementation of TQM success factors and employee job performance. The results indicated that employees strongly agree that all the eight success factors of TQM are visibly implemented in the company. Among the eight success factors, it is training and development, quality culture and customer focus which garnered the highest ratings. For the effect of TQM in the job performance, it was revealed that the employees consider the TQM implementation with respect to doing their excellent performance in their jobs. Lastly, there is a significant relationship between the implementation of TQM success factors and employee job performance. This findings give an implication that oil companies may consider the full implementation and decide on proper application of the success factors to their organization as these are significantly affecting the job performance of the employees. Thus, the proposed TQM strategies can be of help in the sustaining the implementation of TQM practices.
 Keywords: TQM practices, job performance, oil company

Organizational sustainability and TQM practices in hospitality industry: employee-employer perception

PurposePractitioners and academics have recently put a lot of emphasis on studying and improving how likely an organization will be successful in the long run. A company's capacity to thrive, excel and gain a competitive edge in today's market is increasingly dependent on the company's ability to adopt and successfully execute sustainable practices. The aim of this paper is to take a critical look at the relationship between total quality management (TQM) practices and business sustainability in the hospitality industry, with a focus on the hospitality sector; to evaluate the role of perceived organizational support (POS) and sustainable behavior in promoting long-term success and to make some suggestions for how these practices could be put into place.Design/methodology/approachThe data used were randomly collected from 361 hotel employees, covering both the five-star and four-star hotels. Descriptive and inferential statistics were employed to analyze the data. With the use of partial least squares structural equation modeling (PLS-SEM), the heuristic model was tested.FindingsThe results show that putting TQM practices into place leads to better company performance, higher productivity and steady growth for the business. In addition, empirical studies show that the link between sustainable behavior in TQM implementation and a sustainable company is strong, especially when coming to better governance and sustainability related to employees.Research limitations/implicationsThis paper offers guidelines for gauging employee's opinions of an organization's long-term viability. A two-factor model has been used to measure the sustainability of an organization and possible factors that can aid effective implementation of TQM practices have been suggested.Originality/valueThere is increasing recognition of the organizational support for successful TQM implementation, while yearning toward sustainability. Within the context of the hospitality industry, no previous research has empirically examined the synergistic moderating effect of POS and sustainable behavior on the relationship between TQM and sustainability.

Innovation performance mediating relationship between TQM practices and organisational performance in the Ethiopian Garment Industry

The purpose of this study is to analyze the relationship between total quality management (TQM) practices and innovation performance and their impact on organisational performance in the case of the Garment Industry (Adama, Ethiopia). The empirical data was collected using a five-point Likert scale questionnaire that was distributed to employees of different departments and factories in the case industry. A simple random sampling technique was used. 88.40% response rate was obtained. SPSS 28-version was used for statistical data analysis. Raw data were initially refined by various statistical processes and further analysed by descriptive statistics and inferential statistics by correlation and regression analysis to determine the relationship between TQM practices (independent variable) and organisational performance (dependent variable) and innovation performance as a mediating factor. The Hayes’ Process Macro was used as a statistical analysis in SPSS to estimate the path coefficients using multiple regression. The tool provides insights into the direct and indirect effect of the independent variable on the dependent variable through the existence of moderating variables and mediation variables. Findings revealed that TQM practices were found to be correlated with organisational performance. Hayes’ Process Macro output revealed the individual coefficient between the TQM index (TQMI) and innovation performance with beta=0.74, TQMI and organisational performance with beta=0.71. The total effect of TQMI on organisational performance with beta=0.71, the direct effect of TQMI on organisational performance with beta=0.49, and indirect effect(s) of TQMI on organisational performance with beta=0.22 with p=0.000 and all 95 percent confidence internal level. The variance accounted for the role of innovation performance as a mediating factor is partial with 30.97 percent and a positive relationship between TQMI and organisational performance. The study was limited by including only one big industry in Adama city, making this may not be adequate to generalize the results for the entire Ethiopian garment industry. This study helps practitioners to understand how TQM practices support innovation performance and the role of the latter in promoting the implementation of TQM practices and ensuring organisational performance.

How to invest in total quality management practices for enhanced operational performance: findings from PLS-SEM and fsQCA

PurposeConsumer expectations of quality have grown in recent years, forcing organisations, both service and manufacturing, to adopt total quality management (TQM) principles to satisfy customer demands efficiently. However, previous studies on the performance impacts of total quality management practices have mainly focused on the financial performance of firms in the manufacturing sector. This study focusses on the research questions: (1) What is the effect of TQM practices on operational performance? and (2) How do TQM practices combine to influence the operational performance of healthcare facilities?Design/methodology/approachUsing a sample of 154 health facilities (i.e. private hospitals, pharmacies, maternity clinics, and diagnostic centres), the authors applied symmetric (PLS-SEM) and asymmetric (fsQCA) data analysis approaches to examine how TQM practices influence the operational performance of health facilities in the Ashanti Region of Ghana.FindingsThe PLS-SEM results revealed that five out of the seven TQM practices investigated influenced operational performance. However, the fsQCA results identify five different complex combinations of TQM practices that lead to operational performance.Research limitations/implicationsLongitudinal studies can be conducted in the future to assess changes in the variables over time. A control variable, such as firm size, should be considered to assess the level of implementation of TQM practices based on firm size. A different performance measure, for instance, sustainability indicators or the balance score card, could be used to examine performance.Practical implicationsA proper and coordinated integration of the TQM practices is required for firms to be able to achieve operational performance. TQM practices vary in their sufficiency for operational outcomes; therefore, management needs to carefully consider their implementation as part of the organisation's strategy.Originality/valueThis research, by focussing on TQM practices from both symmetrical and asymmetrical perspectives, contributes to the understanding of the literature on TQM, thereby providing actionable insight on how to invest in the various TQM practices for improved operational performance.

Effective TQM Implementation in the Service Industry: A Proposed Framework

Purpose: This paper aims to explore the framework, practices, and implementation of total quality management (TQM) in the service industry. Methodology/Approach: The present study focuses on the existing literature on several TQM dimensions and developed a framework that would allow the service industry to efficiently apply TQM, resulting in enhanced organizational performance. Findings: The research findings suggest that the relevance and implementation of TQM practices have a strong linkage to organizational performance. Managers shall work for the accomplishments of TQM to achieve success in local and global competition. By implementing TQM practices effectively in the service industry, managers can see improvements in the organization’s function. Therefore, managers shall accept the TQM approach to improve overall service quality and organizational performance. Research Limitation/implication: The study is limited to secondary data collection and no primary research is carried out to verify the proposed framework. Originality/Value of paper: The present study contributes to the literature on TQM by developing a framework for the service industry. This adds to the existing knowledge on TQM in the service industry and builds a foundation to carry out future research. The proposed TQM framework will empower the organizations for superior performance by evaluating the factors, defining rooms for improvement, and designing ways to achieve business excellence.

Innovation mediating relationship between TQM and performance: cases of industrial certified companies

PurposeThe purpose of this research is to analyze the reciprocal relation between total quality management (TQM) and innovation (product innovation and process innovation) and their impact on operational and financial performance.Design/methodology/approachThe data were obtained from a survey of 205 manufacturing companies. Structural equation modeling (SEM) was performed to evaluate the research model.FindingsThe results reveal that there is a reciprocal relationship between TQM and innovation. Moreover, the findings indicate a significant positive effect of product innovation and process innovation on operational performance and insignificant direct impact of TQM on operational performance. However, this effect is significant when it is mediated through product innovation and process innovation.Research limitations/implicationsThis paper helps practitioners to understand how TQM practices support both product and process innovation and the role of the latter in promoting the implementation of TQM practices and ensuring operational performance.Originality/valueThis study presents an innovative approach since it is among the first research studies that provide empirical evidence to a reciprocal association between TQM and innovation. Additionally, this paper examines the dimensions studied in different aspects. It considered financial performance and operational performance, and with respect to innovation, this dimension was analyzed through two different perspectives, namely product innovation and process innovation. This study is also among the first and few research studies that have studied the mediating effect of innovation.

Effect of entrepreneurial orientation, market orientation and total quality management on performance

PurposeThis study aims to examine the joint effect of entrepreneurial orientation (EO), market orientation (MO), total quality management (TQM) and organisational performance in the Kingdom of Saudi Arabia’s (KSA's) small and medium enterprise (SME) sector.Design/methodology/approachThis paper used a quantitative research design. A total of 393 questionnaires were distributed to and collected from owners/managers of SMEs in KSA to acquire requisite data for examining the hypothesised model of the study. Partial least squares structural equation modelling was used to analyse the research data.FindingsThe results indicate that EO, MO and TQM are positively and significantly related to the organisational performance of SMEs. In addition, the findings reveal that TQM has contributed the most to the enhancement of organisational development, which is followed by EO and finally, MO.Practical implicationsDeveloping economies consider SMEs as an approach to generate new jobs and enhance economic growth. The results provide owners/managers, practitioners and academicians with an enhanced understanding of the relationship and effects of EO, MO and TQM on organisational performance, particularly in the SME sector. Thus, owners/managers are guided to develop improved and further effective decisions for the implementation of TQM practices with strong EO and MO. Consequently, firms realise superior performance and continuously compete within their market.Originality/valueFrom the perspective of developing countries, this study contributes to the existing literature by providing empirical evidence regarding the effects of EO, MO, TQM and SMEs' performance. This study is the first to empirically examine the SME sector within the KSA's economy regarding the new orientation among decision makers in terms of increasing the significance of non-oil activities. This study also confirms the usability of resource-based view theory and strategic orientations variables in the KSA SMEs.

Retraction Note: The mediating role of total quality management between entrepreneurial orientation and SMEs export performance

The purpose of this study was to investigate the mediating role of total quality management (TQM) between entrepreneurial orientation (EO) and SME export performance in the manufacturing sector of Pakistan. This study was originated from the fact that only a few studies have examined on how the firm’s intangible resources and capabilities such as EO and TQM drive SMEs’ export performance. Some questionnaires in Likert scale were used to collect the data and 364 usable responses were received from the owner/managers of exporting SMEs. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used for the data analysis. The findings reveal significant relationship between EO and TQM with SME export performance. Furthermore, this study found the complementary mediating role of TQM between EO and SME export performance of manufacturing sector of Pakistan. This study has implications for owner/managers of SMEs. The results offer a better understanding regarding EO and TQM implementation to SMEs owner / managers. Thus, owner/managers of SMEs can take better decisions for the implementation of TQM practices. Furthermore, to the best of researcher’s knowledge, this study is the first work, which examines Pakistan`s SMEs export performance in association with the TQM as the mediating factor between EO and SME export performance.

Assessing the Ideology of Total Quality Management towards Hotel Sustainability Performance: Empirical Evidence using Structural Equation Modelling

Total quality management (TQM) practices are one of the remarkable management initiatives adopted by the hotel industry to conserve the environment and ameliorate the quality of life while executing activities. Due to the existence of the value creation notion, economic value is no longer the only prerequisite assessing hotel sustainability performance, environmental and social aspects should also be considered when evaluating sustainability performance. The purpose of this study is to investigate the relationship between TQM practices and sustainability performance, taking into account the environmental, economic and social aspects. A questionnaire survey is conducted among 238 hotels with ISO 9001 certification in Malaysia. Structural equation modelling is employed to assess the relationship between TQM practices and sustainability performance. The findings of this study reveal that employee management has the most significant impact on sustainability performance. Hence, it is posited that the hotels in Malaysia are extremely concentrated on employee engagement in the implementation of TQM practices to accomplish sustainability objective.

Organizational culture and total quality management practices in Indian construction industry

PurposeThe purpose of this paper is to establish the relationship between organizational culture (OC) and total quality management (TQM) practices in the Indian construction industry.Design/methodology/approachA questionnaire survey was conducted to draw valid empirical data from 200 construction firms in India. The dominant culture was identified using cluster analysis.FindingsThe findings of cluster analysis show four emergent clusters, namely, internal, flexible, comprehensive and control. The OC profile of the Indian construction organizations is dominated by internal focus characterized by the features of both group and hierarchical cultures of Competing Values Framework (CVF). Furthermore, the results revealed that the comprehensive focus culture is the most suitable culture in addition to the internal and flexibility focus cultures for the implementation of TQM in India.Practical implicationsBefore implementing the TQM practices, managers in construction organizations need to be aware of cultural orientation emphasized in their organizations to facilitate the effective implementation of TQM.Originality/valueThis paper contributes to the existing literature by providing empirical evidence that leads to the association between OC and TQM practices. The study proposes besides the internal and flexibility focus cultures, the comprehensive focus culture within the Indian construction industry are key drivers for the successful implementation of TQM practices.

A measurement instrument for implementing total quality management in Greek primary and secondary education

PurposePrimary and secondary education (P&SE) is fundamentally important for achieving a high-quality education system. P&SE delivers more extensive social returns than higher education and is perhaps the most important locus where core values are established and the foundation for educational super-systems. The purpose of this paper is to develop a structured approach for the implementation of total quality management (TQM) in P&SE and validate it empirically.Design/methodology/approachA 7-dimensioned and a 66-itemed instrument was developed and administered to education professionals at Greek P&SE institutions to measure TQM implementation at present and its potential for the future. The measures were tested for validity and reliability.FindingsThe findings confirmed that the instrument developed is both valid and reliable. The factors of TQM identified for P&SE were leadership, student focus, continuous improvement, process control and involvement, education and training, measurement and evaluation, and change management.Practical implicationsP&SE institutions can employ the instrument developed to guide their implementation of TQM practices. Researchers and practitioners can use it to build models to relate facilitating practices to quality performance while enhancing social empowerment and contributing to economic growth, particularly at times of economic difficulty.Originality/valueThe present study adds value to the existing literature by investigating the unexplored field of TQM in P&SE at a time of economic downturn by offering researchers and practitioners a starting point to identify areas that require further support and improvement or have potential efficiency gain.

Effect of Total Quality Management (TQM) on Organizational Performance in ICT Firms (Staunton and Lycett Nig. Limited, Abuja)

This research work assessed the TQM practices and its effect on organizational performance at Staunton and Lycett Nig. Limited, Abuja. A population of 60 workers comprising both senior and junior staff and also the technical staff was used for the study. The key findings showed there is a positive change in the organizational performance level of Staunton and Lycett Nig. Limited as a result of effective implementation of TQM practices. Finally, the authors recommends that the organization should enhanced the continuous implementation of TQM to increase performance.

Mapping the TQM implementation

PurposeCulture is considered as one of the variables that influence the total quality management (TQM) adoption process. The purpose of this paper is to explore the relationship between cultural dimensions and the strategy of the firms in TQM implementation. These relationships are the subject of prior research. Furthermore, the authors make a comparative analysis of cultural dimensions on strategic choices of the firms, i.e. innovators, prospectors and defenders in TQM implementation.Design/methodology/approachFrom the existing literature review on TQM practices and organizational culture, 14 cultural dimensions were employed with organizational strategy in this present study. By using survey data collection method, 111 Indian firms were selected. The authors considered three strategy parameters and six structural attributes to identify the strategy of the firms, namely innovators, prospectors and defenders identified using cluster analysis. Furthermore, the relationship between organizational culture and strategy was examined using one-way ANOVA approach.FindingsThe results of the study revealed that eleven of the fourteen hypotheses supported which relating the cultural dimensions to TQM implementation with the strategic orientation. With the help of significant related values of cultural dimensions to the particular strategic firms, it is also found that implementation of TQM is easy or not. Some of the organizations with a particular strategic orientation will be able to implement TQM easily and successfully but some organizations will have difficulty to implement it successfully.Practical implicationsThe firms hold their importance with respect to the different strategic orientation toward the various aspects of organizational cultures and TQM approaches in its implementation. Managerially, due to increased business competitiveness and economic pressures, top management sees the way in adopting TQM practices to achieve a competitive advantage. Apparently, it is evident that matching of TQM practices for a different strategy of the firms with various cultural dimensions leads to the smooth functioning of the organization. This study helps to the current organizations in implementing TQM with their respective culture.Originality/valueThis research can be useful for three strategic firms, namely innovators, prospectors and defenders to achieve effective implementation of TQM practices with consideration and understanding of the advantage of each culture dimension. The framework of the current study represents the effectiveness in assessing the TQM practices in individual cultural dimensions and its significant role.

Impact of Total Quality Management Practices on Quality Performance: A Case Study on Armament Manufacturing Industry

Total quality management (TQM) has been widely considered as the strategic, tactical and operational tool in the quality management research field. It is one of the most applied and well accepted approaches for business excellence besides continuous quality improvement, six sigma, just-in-time, and supply chain management approaches. This study investigated impact of TQM practices on quality performance in an armament manufacturing industry in Ethiopia. The quantitative approach and the survey method of collecting data were used. The five point Likert scale structured questionnaire was administered through the face-to-face method of collecting data. 340 questionnaires were randomly distributed to employees who are working in different factories in the two armament manufacturing industry. Eight factors related to TQM practices were initially selected as independent variables viz., leadership, customer focus, continuous improvement, employee involvement, training and education, supplier management, strategic quality planning, information analysis, and quality performance as dependent variable in the proposed model. Raw data was analysed with the help with SPSS software (version – 20). Mean, standard deviation, exploratory factor analyses, correlation, and multiple regression analyses were used to find the impact of TQM practices on quality performance. The results of this study supported the model proposed (R2 = 0.378, F = 36.292, p = 0.000). This study has shown that only three (viz., leadership, customer focus, and information analysis) of TQM practices significantly (p < 0.05) have positive impact on quality performance. It is recommended that industry should continue to implement TQM practices with all variables to improve quality performance. Industry should improve continuous improvement, employee involvement, training and education, supplier management, strategic quality planning more to overcome the barriers that prevent effective implementation of TQM practices.

Total Quality Management and Organizational Performance: the Role of Performance Measurement System

Escalation in globalization, information and advancement in manufacturing technologies have constantly contribute to the increase in demand and in the competitive manufacturing business environment. Align with the challenges facing the companies, there is a need for companies to devise relevant strategies to help them cope with the changes and sustain their competitiveness. Total Quality Management (TQM) is a management philosophy and strategy that can help improve the quality of product and production processes. Prior research highlights the importance of implementing performance measurement system (PMS) in assisting the implementation of TQM practices. Incorporating contingency theory and socio-technical system theory, this study aims to examine the relationship between TQM practices and organisational performance and to determine the influence of PMS use in the relationship. Data were collected using self-administered questionnaire survey on a sample of Malaysian manufacturing companies. Our results support the view that more extensive PMS benefits performance as we find that, firms implementing TQM with more advanced PMS especially those that include financial and nonfinancial measures have higher performance. The results revealed that the relationship is more significant for companies using more advanced PMS compared to companies that used traditional PMS.

Role of Management Control Systems in Quality, Innovation and Organizational Performance in Portugal SMES Companies

The purpose of this research is to analyze the relationship between management control systems, total quality management (TQM) and innovation, and also the effects of management control systems in the organizational performance. The research was developed based on a conceptual model designed to analyze these dimensions. The data were obtained through an online questionnaire, sent to small and medium-sized Portuguese companies, having been conducted the study based on responses received from 287 valid questionnaires, and using a multivariate statistical analysis for the statistical development. The findings indicate that non-financial indicators provide innovation strategies of products and processes. However, the financial indicators only provide the innovation strategies of processes. It is also verified that only non-financial indicators provide equally the implementation of TQM practices. The results also show that financial indicators only provide an improvement in the financial results of the organization, while the non-financial indicators also improve its operational performance.