Total Quality Management Practices Research Articles

Total quality management implementation practices and customer satisfaction: the role of innovative employee behavior and employee empowerment

This study shed additional understanding on how Total Quality Management (TQM) practices affect customer satisfaction through the innovative behavior of employees. Based on quantitative data from the 5 Teaching Hospitals in Ghana, this study employed a multistage sampling procedure to analyze the relationship between innovative employee work behavior and total management commitment, Training and Education, Performance Management System, Supplier Management, and innovative employee work behavior. We find that these relationships are positive and that the relationship between TQM practices and customer satisfaction is mediated by innovative employee work behavior. In addition to theoretical contributions to the field of TQM and healthcare systems, these results have managerial implications for hospital professionals who work at prioritizing the adaptation of TQM practices.

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 Practices and Firm Performance in Non-Governmental Organizations in Nairobi City County, Kenya

Total Quality Management Practices and Firm Performance in Non-Governmental Organizations in Nairobi City County, Kenya

Success Factors of Total Quality Management (TQM) Practices: A Case Study of University of Technology and Applied Sciences (UTAS) in the Sultanate of Oman

The aim of this study is to examine the Total Quality Management (TQM) procedures at the University of Technology and Applied Science (UTAS). This involves assessing variables such as top management commitment, continuous improvement, employee development and empowerment, and strategic management. Subsequently, the study seeks to determine the essential success factors for implementing the TQM system at UTAS. A questionnaire was created involving TQM at a higher education institution in Oman, specifically focusing at UTAS. It consists of demographic information, top management commitments, continuous improvements, employee development and empowerment, and strategic management. As part of the study's convenient sampling technique, 300 fully completed questionnaires from seven Colleges of Technology functioning within UTAS were gathered. The TQM procedures were evaluated in conjunction with factor analysis which was conducted using the t-test. The survey reveals that there is a significant relationship between TQM practices and top management commitment, continuous improvement, employee development and empowerment, and strategic planning. The study highlights quality as the most crucial method in higher education, sheds light on the essential success factors for implementing TQM at UTAS and provides future improvements in various areas of operations for UTAS.  

Enhancing Organizational Sustainability: The Role of Total Quality Management in Fostering Talent Management Practices

This study aimed to investigate the relationships among employees' perceptions of Total Quality Management (TQM) and Talent Management (TM) practices within their organisations, as well as the impact on Sustainability Performance (SP). The research used survey data from businesses in Istanbul, Yalova, and Kocaeli provinces. A convenience sampling method was employed, and the study utilised data from 339 managers and employees in the manufacturing sector. The data analysis was conducted using least square structural equation analysis. The study’s findings revealed that an increase in the level of TQM application is associated with higher levels of TM application and improved SP in enterprises. Furthermore, it was observed that the positive impact of the TQM level increase extends to both TM and SP through a quadratic effect, in addition to its direct influence. The study demonstrated that increasing TM application significantly enhances SP, and an elevated TQM level further amplifies this relationship. Additionally, when the companies were classified based on size, it was found that the positive effect of an increased TQM implementation level on SP is significantly more pronounced in medium-sized companies compared to small and large companies. This trend was also observed in the quadratic effect analysis.

Total Quality Management Practices and their Influence on Curriculum Implementation: Experiences from Selected High Schools in Zimbabwe

The aim of this study was to explore the influence of Total Quality Management practices on new secondary school curriculum framework (2015-2022)’s teaching and learning activities in a selected district in Zimbabwe. The study had two main objectives: to explain the relevance of Total Quality Management practices in teaching and learning activities and to establish approaches that are used when integrating Total Quality Management practices in teaching and learning activities. The research was based on a combination of qualitative and quantitative methods, to allow for integrated analysis procedures by the researchers. For this study, the sample comprised 110 respondents from 10 purposively selected secondary schools. Data was collected through the use of literature method, semi-structured questionnaire, and interviews. Numerical data was analysed through the use of frequencies and percentages, with the non-numerical data being analysed according to emerging themes. The analysed data revealed that Total Quality Management practices were relevant in the implementation of the new high school curriculum implementation. The results revealed that Total Quality Management practices can be used in the implementation of the new high school curriculum. In addition, the analysed data revealed some of the approaches that can be used in the implementation of the new high school curriculum. In conclusion, Total Quality Management practices have an influence on the quality of interactions in the new high school curriculum’s teaching and learning activities. Therefore, the findings of this study will guide the revision of education policies to improve teaching and learning practices that prioritize the needs of students.

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.

Total Quality Management Practices and Performance of East African Breweries Limited, Kenya

Total quality management (TQM) is a continuous process that seeks to point out and eradicate managerial gaps in organizations. It also aligns organizational management, enhances good customer service and empowers the training of employees. TQM uses strategies, data and communication channels to bring together the required quality principles into the organization’s activities and culture. This study examined the relationship between Total Quality Management practices and organizational performance at East African Breweries Limited (EABL) Kenya. The study sought to establish the effect of customer focus on the performance of EABL in Kenya. The research examined the effect of continuous quality improvement on the performance of EABL in Kenya. The study also assessed the effect of strategic approaches on the performance of EABL in Kenya. Contigency thory,Service quality theory, Sigma six quality improvement theoryand system  theory of management were reviewed concerning the four variables involved in this study to analyze the gaps that lead to further research. The population target was  60 EABL managers in the departments directly related to TQM practices. Since the population was moderate, there was no sampling. Instead, census method was used and therefore the entire population was included in this study. The study used an explanatory research design where questionnaires were used as a data collection instrument. Descriptive statistics was used to analyze data in tables and charts according to the research objectives. Quantitative statistic processes were also used to derive correlation and regression analysis to establish the extent and nature of the relationship between the independent variables and dependent variables. Construct validity showed a description of whether support is given by case studies concerning the interpretation of variables in the study. The findings of the study indicated a positive significance by benefiting East Africa Breweries Limited in understanding to what extent the total quality management practices impact the performance of the company. The findings demonstrate that East African Breweries Limited (EABL) exhibits a strong commitment to Total Quality Management practices and a customer-centric approach to quality, resulting in enhanced effectiveness, customer retention, and market advantage. EABL's focus on customer satisfaction, loyalty, and market performance highlights the strategic significance of TQM in the company's success and competitiveness. The study concludes that implementing TQM practices can lead to improved business outcomes, emphasizing the importance of effective TQM in achieving better organizational results and market success.

Role of Organisational Culture in Enabling Effective Communication and Total Quality Management Practices in Champion Breweries Plc, Uyo, Akwa Ibom State, Nigeria

Role of Organisational Culture in Enabling Effective Communication and Total Quality Management Practices in Champion Breweries Plc, Uyo, Akwa Ibom State, Nigeria

A meta-analysis of the relationship between quality management and innovation in small and medium-sized enterprises

This paper presents a comprehensive meta-analysis examining the relationship between Quality Management (QM) and innovation in Small and Medium-Sized Enterprises (SMEs). Through a statistical synthesis of the findings of 31 empirical studies published between 2008 and 2022, this meta-analysis reveals a significant positive correlation between QM and diverse innovation types in SMEs. More specifically, the results show that total quality management, soft and hard quality management practices and quality management systems all positively correlate with technological, non-technological and green innovations. Importantly, the results underscore the pivotal role of leadership styles – charismatic, team-oriented, participative and autonomous – in enhancing the QM-innovation relationship, while human-oriented and self-protective styles appear to diminish it. The findings offer strategic insights for SMEs managers to optimize innovation through tailored quality initiatives and leadership style.

Assessing The Relationship Between Total Quality Management (TQM) Practices and Organizational Performance in Libyan Manufacturing Companies

In the contemporary landscape, manufacturing companies should actively cultivate their competitiveness and demonstrate the capacity to sustain a robust competitive advantage. Key factors in this pursuit are Organizational Performance (OP) and the implementation of Total Quality Management (TQM), which are widely recognized as crucial variables within the manufacturing sector. This study employs a comprehensive approach, utilizing descriptive analysis with the Statistical Package for Social Sciences (SPSS) and Structural Equation Modeling (SEM) employing the Partial Least Square (PLS) Approach Version 3.0. Distinguished by its capability to represent unobserved concepts in relationships, account for measurement errors in the estimation process, and validate the hypothesized model, this approach adds rigor to the investigation. The primary focus of this research is the assessment of the relationship of TQM implementation across a spectrum of companies, encompassing those with formal TQM programs and those incorporating TQM practices. Meticulously designed questionnaires are utilized for data collection, and distributed among various personnel, including total quality managers, supervisors, quality assistants, control managers, general managers, top manager production managers, and individuals possessing relevant quality expertise. Through rigorous hypothesis testing, the study aims to establish the relationships between TQM and OP. The findings reveal a positive relationship between TQM and OP in the manufacturing companies in Libya. It is anticipated that the outcomes of this study will serve as valuable insights and guidance for compliance managers and practitioners in Libyan manufacturing, fostering improvements in organizational performance through effective TQM implementations

TOTAL QUALITY MANAGEMENT AND CORPORATE SOCIAL RESPONSIBILITY INTEGRATED PRACTICES FOR HIGHER EDUCATION INSTITUTIONS: CONCEPTUAL FRAMEWORK

Purpose: This study aims to develop an integrated framework for Total Quality Management (TQM) and Corporate Social Responsibility (CSR) practices in higher education, bridging the gap in previous research that treated them separately.   Theoretical Framework: The study acknowledges the philosophical foundations and substantial overlap between TQM and CSR. However, it highlights that previous research has not adequately integrated these two practices in the context of higher education. Therefore, the theoretical framework of this research seeks to integrate TQM and CSR within the higher education context.   Methodology: Employing a comparative approach, the study reviews the literature and develops a theoretical framework. The proposed integrated TQM-CSR practices are compared with the only one TQM-CSR framework generated by prior study.   Findings: The significant TQM-CSR practices that are expected to enhance organizational performance were identified. The proposed mediating variable was selected to be Employees’ Performance emphasizing its importance for overall organizational success.   Research Implications: This research provides practical guidance for implementing TQM-CSR practices in higher education institutions and highlights the significance of employees' performance for organizational success.   Originality/Value: This study contributes to the existing literature by addressing the ambiguity surrounding the integration of TQM and CSR in higher education. By developing an integrated framework and examining the mediating role of employees' performance, this research adds originality to the discourse on TQM-CSR practices in the higher education domain. The study's findings provide valuable insights for HEIs seeking to enhance their total quality and engagement with stakeholders.

Supply chain partnership and sustainable performance: does TQM mediate the relationship?

PurposeThe purpose of this study is to assess the effect of supply chain (SC) partnerships on sustainable performance (SP) and investigate the potential mediating role of total quality management (TQM).Design/methodology/approachA total of 185 responses were collected from pharmaceutical industry employees. The research data were analyzed using the partial least squares structural equation modeling approach.FindingsThe results reveal that relationships with suppliers (RS), distributors (RD) and intermediaries (RI) have a direct impact on SP. In addition, this study found that TQM serves as a mediator between RS, RD, RI and SP. This study enhances the understanding of the significance of TQM, SC and SP in business environment development. The findings suggest that organizations in the Jordanian pharmaceutical industry should prioritize the enhancement of their RS, intermediaries and distributors to improve their SP.Originality/valueBy providing decision-makers with valuable information, this study enables them to identify and implement TQM and SC practices to enhance the SP of pharmaceutical companies in Jordan.

Towards environmental sustainability: the nexus between green supply chain management, total quality management, and environmental management practices

PurposeWith the increasing concern over environmental pollution and global warming, companies are required to act responsibly to mitigate these environmental issues. Their activities should adhere to the standards of environmental sustainability. Thus, this study aimed to investigate the impact of green supply chain management (GSCM) and total quality management (TQM) on environmental sustainability, with environmental management practices (EMP) as the moderating factor.Design/methodology/approachA quantitative study was adopted using the management data from various manufacturing companies in Jordan. A total of 362 responses were collected, and the proposed hypotheses were tested using a structural equation model.FindingsThe study findings revealed that both GSCM and TQM significantly and positively influenced environmental sustainability. The impact of TQM on environmental sustainability was higher than that of GSCM. Moreover, no evidence was found on the moderating role of EMP.Practical implicationsThe study’s results highlighted to the decision-makers the main practices to expand the quality implementation across their supply chain to improve environmental sustainability. The study also demonstrated the reasons behind the insignificance of EMPs in strengthening the relationships between GSCM, TQM, and environmental sustainability.Originality/valueWhile there are very few studies examining the relationships between GSCM and TQM on environmental sustainability. This study adds to the literature body as one of a few empirical studies that tested the integrated effect of GSCM and TQM practices within the context of the manufacturing industry in a developing country. Moreover, this study takes a holistic approach by tapping into EMP to confirm whether it moderated the relationships between GSCM, TQM, and environmental sustainability.

Total Quality Management

impact of total quality management practice on human resource management for sustainable and organizational performance

Unveiling the contextual effects of total quality management to enhance sustainable performance

PurposeThe current study focuses on the relationship between total quality management (TQM) and sustainable performance (SP) and examines how TQM practices can facilitate firms' achievement of sustainable performance. Knowledge management (KM), with its four dimensions, i.e. knowledge creation (KCR), knowledge acquisition (KAC), knowledge sharing (KSH) and knowledge application (KAP), is also an essential factor for organizations. Therefore, this study also focuses on the mediating role of KM in the relationship between TQM and sustainable performance.Design/methodology/approachThis study used a survey method to collect data from the managers of 485 manufacturing SMEs working in five major industrial cities in Pakistan. Collected data were analyzed through PLS-SEM with the help of smart-PLS.FindingsThe study's findings reveal that TQM practices positively influence the environmental and economic sustainability of the firm. At the same time, there is no evidence that TQM practices positively affect the social sustainability of the firm. Results further elaborate that TQM practices significantly affect all four dimensions of KM. Moreover, KM positively affects the two dimensions of SP, i.e. economic and social sustainability, but surprisingly, the impact of KM on environmental sustainability is not found. Finally, results indicate the significant mediating role of KM between TQM and SP.Originality/valueThis study contributes to bridging research gaps in the literature and advances how TQM, directly and indirectly, helps firms improve sustainable performance via the mediating role of KM.

Enhancing organizational citizenship behaviour: role of collectivism in soft total quality management

PurposeSoft total quality management (STQM) practices are essential for promoting value-added organizational citizenship behaviour (OCB) among employees in quality-focussed manufacturing firms. This study intends to investigate how STQM practices (empowerment, training, teamwork and involvement) affect OCB under the moderating influence of collectivism among employees for excellence in business performance using social exchange and social cognitive theories (SET-SCT).Design/methodology/approachA total of 245 useable surveys were gathered from manufacturers. Given the importance of the two-staged structural equation modelling–partial least squares–artificial neural networks (SEM-PLS-ANN) technique, this study used a two-staged SEM-PLS-ANN analysis to capture both linear and compensatory PLS models and nonlinear and noncompensatory ANN models.FindingsThe findings confirmed that empowerment, involvement and training had a significant impact on OCB. However, teamwork had no impact on OCB. Interestingly, collectivism was found to have a significant and positive moderating effect on training and OCB.Originality/valueThe study contributes significantly to the literature on TQM and human resource management. First, the study broadens researchers’ understanding of how to apply SET by including a collective value from SCT as positive reciprocity to foster positive workplace behaviour. Second, the authors offer a solid management strategy for organizations to assist them in understanding an STQM model that promotes OCB while including collectivism for superior business performance.

An analysis of service quality and complaint handling in the Jordanian healthcare sector: Implications for TQM and customer retention

This study aims to investigate the interconnections among total quality management, service quality, customer retention, and moderating influence of customer complaint handling within the healthcare industry of Jordan. The paper used a quantitative approach, by using PLS-SEM as an approach selected for data analysis. 417 valid replies were gathered. The results found a positive association between total quality management and service quality (p-value < 0.05), underscoring the significance of total quality management principles in improving the provision of healthcare services. The study demonstrates a significant correlation between service quality and customer retention, thereby validating the importance of delivering exceptional healthcare experiences in boosting customer retention. Moreover, it is imperative to acknowledge that the degree of service quality plays a crucial function in facilitating the connection between total quality management and customer retention (p-value < 0.05). Furthermore, it has been demonstrated that customer complaints handling serves as a mechanism for reducing the negative effects of service quality on customer retention. The results offer useful insights for healthcare managers in Jordan, underscoring the significance of integrating total quality management practice, improving service quality, and developing efficient procedures for handling complaints. These approaches are imperative in fortifying customer interactions and augmenting customer retention rates.

Total Quality Management and its Relevance in Nepalese Hotel Industry

Total Quality Management (TQM) has emerged as a comprehensive organizational management approach, emphasizing continuous improvement to enhance product and service quality. This study aims to investigate the impact of Total Quality Management (TQM) practices on service quality in the hospitality sector of Nepal. Additionally, it seeks to explore how service quality, influenced by TQM practices, affects customer satisfaction in Nepalese hotels. The research focuses on employees in the Nepalese hospitality sector, utilizing a research population of 358 individuals through convenience sampling. Structural Equation Modeling (SEM) is employed as the analytical tool to assess the relationships between TQM practices, service quality, and customer satisfaction. The findings reveal that management support and commitment, quality planning, and continuous improvement significantly contribute to enhancing service quality in hospitality management within the Nepalese context. Furthermore, the study establishes a significant positive influence of service quality on customer satisfaction in Nepalese hotels. This research underscores the relevance of TQM practices in elevating service quality and subsequently impacting customer satisfaction in the burgeoning Nepalese hotel sector. Understanding these dynamics holds strategic importance for industry practitioners and policymakers. Keywords: Hospitality management, Customer satisfaction, Total quality management, Hotel sector, Nepalese.

Assessing the Moderating Role of Supervisor Support in Amplifying Total Quality Management Practices and Project Performance within Pakistan’s Manufacturing Sector Post-Covid19: An Empirical Study

This empirical research investigates the interplay between Total Quality Management (TQM), Project Performance (PP), and Supervisor Support (SS) within the context of post-Covid-19 pandemic manufacturing firms in Pakistan. The study involved the development and distribution of a questionnaire to manufacturing industries located in federal area of Pakistan, Khyber Pakhtunkhwa, Pakistan and northern Punjab, Pakistan. Upon scrutinizing the collected data, the research revealed a noteworthy and positive correlation between Total Quality Management and Project Performance. Out of 195 distributed questionnaires, 131 responses were received. Interestingly, while global literature commonly asserts that Supervisor Support serves as a beneficial moderator in the relationship between Total Quality Management and Project Performance, the study’s findings in the Pakistani manufacturing sector suggested a different reality. Specifically, supervisors were perceived as providing insufficient support to their subordinates in matters of quality. Some employees also highlighted that their organizations struggled to implement TQM practices fully, occasionally breaching cost and time constraints in projects; nevertheless, these organizations remained highly profitable. Overall, it suggests that manufacturing industries in Pakistan may benefit from prioritizing Supervisor Support within the framework of Total Quality Management to enhance their overall performance and production efficiency.