TQM Practices Research Articles

Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

The aim of the given research is to analyse total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.

Impact of total quality management practices on financial performance of commercial banks in Nepal

The main objective of this study is to analyze the impact of TQM practices on the financial performance of commercial banks in Nepal. This study is based on primary as well as secondary data. Quantitative data are collected by survey method consisting of 6 likert scale questionnaires which focus on concern area of Kathmandu valley and analysis with SPSS package. Descriptive and inferential statistics tools have used to identify the relationship between management commitment, Employees involvement, Customer focus and process management with financial performance of commercial banks. In this study management commitment, employee's involvement, customer focus and process management are taken as independent variable and financial performance is taken as dependent variable. Correlation has shown that all the independent variable have significantly positive relationship with dependent variable. Among the
 independent variable, Employees involvement & customer focus highly positive effect on financial performance through regression analysis.

The relationship between quality performance and employee innovation for total quality management practices in academic libraries

The study examined the relationship between quality performance and employee innovation for total quality management in academic libraries. The study focused on academic libraries in Ghana. Relevant literature was reviewed on TQM practices, employee innovation, and quality performance. The study adopted a descriptive survey design and a quantitative approach. The research protocol was a questionnaire. The study sampled 213 and retrieved 208 responses representing 97.6% of the valid sample size for the study. The study established that employee innovation and quality performance are critical components for TQM practices in academic libraries. The correlation analysis established that employee innovation had a significant relationship with total quality management while quality performance also demonstrated a significant positive relationship with total quality management. The study revealed that employee innovation and quality performance are significant components for TQM practices in academic libraries. The study serves as a new source of documented information for academic libraries regarding TQM practices. Also, the study is a pillar for enriching the existing literature on employee innovation and quality performance as critical success factors for TQM implementation in academic libraries.

The Practice of Total Quality Management and Sustainable Competitive Advantage: Perspectives from Commercial Banks in Nigeria

The practices of Total Quality Management result in stimulating property competitive advantage in elected Nigerian business banks. Was the fulcrum of this study. The survey analysis style was adopted to extract acceptable information from respondents (contract and permanent) staff chosen from old (3) and new (3) generation banks quoted within the Nigerian securities market. The five point Likert scale for structured questionnaire was administered by the investigator at the banks used in Delta State. The sampling technique used for the study is the chance sampling technique (simple random sampling) with a sample size of 262. The study used descriptive and inferential statistics in establishing the link among the freelance and dependent variables whereas multiple correlation analysis was accustomed to look at the hypotheses. The correlation result disclosed that the two independent variables for the study (leadership and high management commitment in management with total quality and continuous improvement have a powerful relationship with the variable quantity (sustainable competitive advantage). The regression result indicated that each one of the freelance variables had a positive result and an important relationship with a property competitive advantage. Amongst others, the study suggested that: the leadership/top management team should always live by example by incessantly exhibiting behaviors that support the operational objectives and show huge support in each means potential. They have to perpetually make sure also that there's no disconnect between the building blocks of operational excellence: individuals, strategy, structure processes, and technology and encourage perpetually on the means. The study additionally suggested that for Nigerian banks to perform optimally, there's a desire for all TQM practices to be tangled towards enhancing property competitive advantage, and there ought to exist a larger commitment to TQM practices.

Examining The Benefits And Challenges Of Implementing Total Quality Management Practices In Manufacturing Small And Medium-Sized Enterprises In Ghana

Micro, Small and medium-sized enterprises (MSMEs) are important to national development as they produce a huge percentage of the national output and provide an even greater proportion of employment. They play a significant role in economic growth, innovation, poverty alleviation and raise standard of living. Research has shown that most manufacturing SMEs that adopt and implement TQM practices exhibited a significant positive relationship and confirmed that TQM practices are indicators of firm performance. The study examines the benefits of TQM implementation, and the challenges these manufacturing SMEs face in their attempt to implement TQM practices. The study which was exploratory in nature used descriptive survey and a structured interview to collect data from the SMEs who were purposively selected for the interview. The study purposively selected fifty (50) owner-managers for the interview, but due to the COVID-19 health pandemic, only five (5) participated in the interview. A sample size of 5 respondents were selected for exploratory study in Accra metropolitan area of the Greater Accra region to respond to the interview instrument. The tool for qualitative data analysis was NVivo version 11. The study discovered that manufacturing SMEs adopted and implemented TQM practices in their organisations. The TQM practices which were analysed were: organisational leadership; strategic planning and development; customer focus; human resource focus; continuous improvement and process management. The study established that effective implementation of TQM practices led to financial performance of these manufacturing SMEs as there was a significant positive relationship between the TQM practices and firm performance. The study although confirmed a direct positive relationship between quality management practices and firm performance, there were numerous challenges that serves as barriers to TQM implementation in the organisations. The challenge of downsizing was the most reported among the SMEs. It is recommended that manufacturers in the SME sector must be aware of the prospects of quality management practices since the success of its implementation depends largely on its awareness. It is also recommended that SMEs identifies challenges that face its implementation of TQM, so as to eliminate any barrier to its implementation.

Total Quality Management System of Commercial Services Department of Metropolitan Cebu Water District (MCWD), Cebu City

The purpose of the study is to evaluate the TQM practice and customer satisfaction levels of the Commercial Services Department in MCWD. A total of fifty MCWD employees and two hundred ninety-eight MCWD customers participated in the study. The sampling method used is Random sampling. Forty-six of the employees were rank and file, while four were managers. Employees answered a modified TQM questionnaire onsite or within the MCWD main office. Statistic mean was used to compare differences between rank & file and managers’ responses. Meanwhile, two hundred ninety-eight customers answered a modified SERVQUAL questionnaire onsite or online. The SERVQUAL questionnaire is a tool that requires customers to rate both their expected and experienced (perceived) services received from MCWD. The researchers hypothesize that there are no significant differences between the expected service quality and the experienced service quality of customers. The study used T-test statistics to test this hypothesis. Results revealed a gap in all MCWD TQM Dimensions; this is specifically true regarding their Communication processes. Likewise, the results of the SERVQUAL survey exposed customers’ dissatisfaction with the majority of the services rendered by MCWD - in particular, the personal services customers received. The findings imply a deficiency in MCWD’s implementation of the TQM practices, specifically on the information exchange between various levels in the company. Additionally, the results suggest that MCWD should enhance their service, especially on personal servicing. Finally, the researchers provided recommendations to aid MCWD in the improvement of their existing practices and enhance their service quality.

Developing rightly culture on TQM - evidence from SMEs in the context of emerging economy

Purpose Total quality management (TQM) must include orientation towards quality awareness in the overall organisational processes in a firm. A successful TQM needs a supportive culture that can adapt to alterations and strengthen innovation. This study aims to confirm the association between the style of management known as organisational culture (OC) and TQM practices in manufacturing Small and Medium Enterprises (SMEs). Design/methodology/approach Data-driven research was drawn from self-assessment inquiries among 772 managers/owners of manufacturing SMEs of the Saudi Arabia Kingdom (KSA). The dominant culture was detected by means of a cross-sectional technique. Findings The findings enrich the literature by revealing a positive effect of OC on TQM execution in the manufacturing SMEs of KSA. Research limitations/implications Prior to the execution of TQM operations, administrators of manufacturing SMEs should be aware of the culture within organisations so that TQM may be implemented. Practical implications The study suggests that organisations, particularly manufacturing SMEs, should constantly strive to enhance the TQM culture. Social implications Amid intense competition among manufacturing SMEs, it is crucial to guarantee their high performance. This research assists society in evaluating the strength of a particular SME sector and further enables it to assess which SMEs really have a good OC–TQM relation. Originality/value The paper creates and presents various platforms of the OC and TQM as a unified body of knowledge.

The Effect of Total Quality Management Practice on Organizational Performance: The Case of Flour Manufacturing Companies in Debre Markos Town

The study aims at examining the effect of Total Quality Management Practice on organizational performance in manufacturing companies (case study on Flour Manufacturing Companies in debre Markos town). The research adopted both descriptive and explanatory research designs. Accordingly, all the necessary data has been gathered from primary sources using questionnaire survey. The researcher used stratified proportional sampling technique and the number of participants was 180 employees and managers. The researcher used simple random samplings to select sample after the proportion of sample from each company have been undertaken. The researcher used descriptive and explanatory analysis with the help of SPSS version 23. The collected data can be analyzed through descriptive statistics, (frequency, mean, and SD) Pearson correlation analysis and multiple regression for quantitative data. From the findings the major factors of TQM was lack of customer attention and low degree of implementation of TQM practice in the companies. As the correlational finding indicate that all TQM Practices dimensions to this study found to have significant and positive relation with organizational performances. As the regression finding depicted, except employee involvement other five TQM practice found to be significant with organizational performance. From the regression result customer focus and supplier quality management were the major predictors of organizational performance. This can provide a better platform of choosing the total quality management practices that lead to improved organizational performance. The researcher recommends that the Flour manufacturing Companies in Debre Markos should benchmark themselves with the best performing Companies nationally in order to find out the total quality management practices that the companies use in enhancing competitiveness. This will shed more light on the best quality management practices to adapt to increase organizational performance. Top managers on these companies recommended to give great attention to customers, because customer focus was the major predictors of performance and company existence were depends on the customers and therefore should be keen on understanding current and future customer needs and trying to satisfying then for in turn organizational performance. Keywords: Quality, Total Quality Management Practice, Organizational Performance DOI: 10.7176/EJBM/13-17-03 Publication date: September 30 th 2021

EFFECTS OF TOTAL QUALITY MANAGEMENT (TQM) ON FINANCIAL AND NON-FINANCIAL PERFORMANCE: EVIDENCE FROM HIGHER EDUCATIONAL SECTOR OF PAKISTAN

Purpose: This research explores the causal linkage between TQM and financial performance or non-financial performance within the higher education sector of Pakistan. In this regard, the link between each element of total quality management, including tangibles, reliability, responsiveness, assurance, and empathy, was explored and empirically analyzed concerning financial and non-financial performance.
 Methodology: The regression and correlation statistical measures, using SPSS version 20.0, were used to study the linkage of TQM with financial and non-financial performance. The study utilized a quantitative research approach for data collection purposes, and data was gathered from 220 employees of well-established higher educational institutes of Islamabad and Rawalpindi with the help of a directly administered survey approach.
 Results: The results support the causal linkage between TQM and financial or non-financial performance. The findings indicate that TQM has a significant positive link with the financial and non-financial performance of service organizations within the higher education sector of Pakistan.
 Applications of this study: The higher education industry is the backbone of every nation, especially the developing countries. The higher education sector of developing countries, such as Pakistan, has been facing issues of quality, and hence the implementation of TQM practices can have a considerable effect on its improvement. This study provides valued insights for higher education practitioners to revise policies for the positive growth and development of this sector.
 The Novelty of this study: The contribution of this research is the investigation of TQM practices on financial and non-financial performance of higher educational institutes of a developing nation, i.e. Pakistan, where it is relatively a new concept. It was found that TQM practices have a significant impact on financial and non-financial performance.

The soft side of TQM and teachers job satisfaction: an empirical investigation in primary and secondary education

PurposeThe current study provides insights on the application of critical soft TQM practices in primary and secondary education and their impact on teachers' job satisfaction (TJS).Design/methodology/approachBased on a review of the literature related to TQM application in primary and secondary education, six soft TQM elements were traced as critical to the success of TQM implementation in the school environment: participation/involvement in continuous improvement, teamwork, empowerment, appraisal systems/recognition and reward for quality, training and development (T&D) and leadership (vision/commitment to quality culture). Moreover, their relationship to JS was theoretically founded and empirically tested. An online questionnaire was used as the research instrument. The participants were 200 primary and secondary public school teachers working in urban, semi urban and rural regions of Greece. After assessing the validity and reliability of the measurement scales, multiple regression analysis was applied to test the hypothesized relationships.FindingsThe research findings revealed that leadership and empowerment are the most highly implemented TQM practices in primary and secondary education. Moreover, participation/involvement, appraisal systems/recognition and rewards and leadership were the TQM elements that had a positive association with TJS.Practical implicationsThe outcomes of the study are of help to school principals and policy-makers in order to design and implement TQM policies that advance the quality of teaching and the effectiveness of processes in the primary and secondary education system, as well as to satisfy and motivate teachers for continuous improvement.Originality/valueThis was, to the best of our knowledge, the first study that has explored the impact of soft TQM elements on TJS.

Total Quality Management Practices and Performance of Deposit Taking Savings and Credit Cooperatives in Mombasa County, Kenya

Savings and credit cooperatives are a crucial part of Kenya’s financial system. Compared to commercial banks, this is smaller but its significance is far much greater. Despite their important contribution towards the growth of the economy, many challenges are faced by the Saccos. Key among the drawbacks facing Savings and credit cooperatives is increased level of competition in the financial sector. The Savings and credit cooperatives to remain driven and focused in achieving their objectives, they have re-strategize their direction. The study sought to how Mombasa County deposit taking Saccos are impacted by TQM practices. Particularly, the study sought to examine how Mombasa deposit taking saccos’ performance was affected by Customer focus, employee involvement, supplier partnerships and commitment of top management. Performance was addressed from increased market share and revenue growth point of view. Quality improvement theory, Knowledge-based theory and RBV theories guided the research. A descriptive research design was employed. Board members and top managers of all the thirteen deposit taking Savings and credit cooperatives in Mombasa County were targeted. A census approach was used in identifying and subjecting all the County’s operational and registered Saccos. The preferred study respondents were then purposively selected CEOs, Branch managers, Operations Managers, Credit Managers and 4 Executive Board Members. As a result, the total respondents of the study were104, eight from each deposit taking Sacco. Primary data collection was by questionnaires and secondary data gotten from the Saccos’ financial statements and other reports. Analysis was by inferential and descriptive statistics and the primary analytical models were regression and correlation analysis. A wide performance disparity in the Saccos was discovered. It was demonstrated that Mombasa deposit taking saccos’ performance was affected by Customer focus, employee involvement, supplier partnerships and commitment of top management. The Determination Coefficient is at 0.785 implying that a variation of 78.5% in the SACCOs’ performance is explained by independent variables’ variability; customer focus, employee involvement, supplier partnership and commitment of top management. Pearson Correlation Analysis indicated that all TQM practices variables studied i.e customer focus, employee involvement, supplier partnership and commitment of top management and performance of deposit taking SACCOs positively related. Given that the study focused only on deposit taking saccos in Mombasa county, the results may not apply to all Saccos across Kenya. Therefore, it is recommended that a study is done cutting across all the Saccos in Kenya that would allow for broader generalization of findings. The findings will be beneficial to Managers, academicians, Investors, researchers, and the government as it will inform their decisions regarding the important subject of performance.

TOTAL QUALITY MANAGEMENT PRACTICES AND PERFORMANCE OF HIV/AIDS PROJECTS IN RWANDA - A CASE OF AIDS HEALTH CARE FOUNDATION

Rwanda’s Vision 2030 puts healthcare as one of its integral pillars. HIV/AIDS is one of the biggest challenges in the health sector and Rwanda’s economy at large since the disease led to reduction of labour supply and productivity as well as increased government expenditure on importation of expensive healthcare goods. Total quality management is one of the key factors that affect the success of projects and has gained popularity among project managers overtime. This study sought to investigate total quality management practices and performance of HIV/AIDS projects in Rwanda. Specifically, the study analyzed the effects of top management commitment, employee involvement and staff training on the performance of HIV/AIDS control projects. The study is helpful to project managers in policy formulation and rational decision making. It is also helpful to the Rwandan government in making informed decisions towards achieving health care provision objectives. The donors’ confidence in funding health projects may also be boosted by the findings of this research. The study adopted descriptive and correlational research designs. A sample of 98 respondents was drawn from a population of 130 consisting of the staff and project managers of Aids Healthcare Foundation (AHF) Rwanda. Simple random sampling technique was used to select the sample size in this study. Data used was of primary nature collected using questionnaires. Quantitative and qualitative data collected were analyzed using IBM SPSS version 22 and the findings presented in tables and figures. Regression and correlation analysis were used to establish an interaction between the dependent and independent variables. Descriptive findings indicated that over 75%, 85% and 90% of respondents did agree that at top management commitment, employee involvement and training practices respectively are practiced at AHF Rwanda. Correlation findings did indicate a Pearson correlation coefficient of 0.780, 0.630 and 0.690 for top management commitment, employee involvement and training practices respectively with significance values of 0.01 for all. Lastly the betta coefficients for top management training, employee involvement and training practices were 0.163, 0.235 and 0.126 respectively with corresponding probability values of 0.011, 0.002 and 0.036 and R squared value was found to be 71.5%. The study concluded that TQM including top management commitment, employee involvement and training are practiced largely at Aids Healthcare Foundation. Hence, a strong positive significant relationship between TQM practices and performance of HIV/AIDS projects in Rwanda. The study recommends AHF project managers to focus more on TQM practices, particularly management commitment on project activities, involvement of other employees in decision making and creating an enabling working environment and lastly, they should consider enhancing human resource training as a way to enhance project performance. Additionally, the government and the donors should ensure that TQM practices are implemented in the healthcare projects in order to realize positive results from such projects. 
 
 JEL: I10; I18; J21
 
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The Analysis of Total Quality Management Critical Success Factors

Purpose: The primary purpose of this paper is to identify the most important factors related to the successful implementation of TQM in the literature and to compare the identified factors with the existing research. Methodology/Approach: By conducting a systematic literature review in three main stages, this research analyzes 13 empirical papers published between 1995 and 2017. Three main stages included: formulation of the problem to be solved by the systematic literature review; definition of inclusion criteria and exclusion of articles; and article search and selection. Findings: Analysing previous research and conducting a literature review, we identify six main critical success factors (CSF): top management leadership and commitment, customer focus, training (employees), procurement management (suppliers), information and analysis, and process management. Research Limitation/Implication: In this paper, we focused solely on the influence of TQM practices on the financial performance of a company. As such, the non-financial performance indicators were not considered. Originality/Value of paper: This paper adds value to the existing literature as it focuses on critical factors of TQM implementation examined in relation to the financial performance of the company and provides a good basis for understanding and developing more complex models.

Quality management practices as a driver of employee satisfaction: exploring the mediating role of organizational image

Purpose Total quality management (TQM) has been a universally applienod management strategy to improve organizational performance and thereby to achieve competitiveness. Compared with the scholarly and practical attention paid to identify the consequences of implementing TQM practices, little is known about how those practices enhance organizational image and employee satisfaction. This paper aims to address that research gap and is designed to empirically prove the relationship between TQM practices, organizational image and employee satisfaction. Design/methodology/approach A questionnaire-based survey of 285 employees including administrators, managers and heads of departments of 21 National Accreditation Board for Hospital and Healthcare providers-accredited hospitals in India was conducted. The proposed research model was tested using partial least squares based structural equation modelling. Findings The results revealed that TQM practices have positive direct and indirect effects on employee satisfaction, confirming the partial mediation role played by organizational image in the relationship between TQM practices and employee satisfaction. Research limitations/implications From the findings, leaders can understand that by implementing TQM practices, organizations can enhance image of the organization and bring high level of employee satisfaction. Originality/value The study tries to answer questions largely ignored in the TQM literature: the effect of TQM practices on organizational image and employee satisfaction, and the mediating role of organizational image on TQM practices and employee satisfaction.

The Effects of Total Quality Management Practices and Marketing on Performance of SMEs. A Case of Selected Manufacturing Industries, Greece

Most global studies have to a greater extent underscored the importance of Total quality management practices and some marketing aspects concerning organizational performance. Most studies have focused on establishing the level to which TQM practices influence customer satisfaction and not the whole organization. There is also little evidence on how marketing practices influence organizational performance. This study therefore seeks to assess the impact of Total Quality management practices and marketing on organizational performance. Data was collected from a sample size of 289 respondents who were employees of the different manufacturing industries in Greece. Data was analyzed using SPSS and Pearson’s rank correlation coefficient was used to establish the relationship between study variables. The study findings confirmed the presence of a relationship between TQM practices and organizational performance. Similarly there was a positive relationship between marketing practices and organizational performance. The study concluded that the TQM practices and marketing are great influencers of quality hence should always be applied in organizations.

Assessing the Degree of Compliance with TQM Practices : Study of Banking Sector in Palestine

Employing firm’s resources in a way can satisfy the unexpected needs of customers in less costs, which helps a firm to achieve a competitive edge against competitors considers the main goal for any business director. From other side, customers would prefer to deal with firms that offer goods and services with high level of quality, reliability and those at par with international standards. This has given the birth to the concept of TQM in service sector after proofing success in industrial sectors. The aim of the paper is to investigate the level of compliance to TQM practices in Banking sector in Palestine. In the beginning researcher reviewed literature studies to develop a knowledge about TQM practices (Leadership and Human resources development & management) in specific. and try to investigate the relationship between TQM practices and bank’s efficiency. Then, researcher have prepared a questionnaire to measure the level of compliance of Palestinian banks to TQM practices. 100 questionnaires have distributed for the bank employees, who work in different positions and departments. The results showed that less concern to TQM practices in leadership system, human resource development and management. Finally, researcher recommended that banks should give more attention to motivate employees through satisfying them financially and activate their role in decision making and work in a team soul.

Total Quality Management and its Implementation in the Context of Pakistan

This research paper focuses on the practices of TQM which are being implemented in Pakistan and finds out the relationship between the quality implementation and the performance of the organizations. There is a significant impact of TQM on performance of organizational operations especially in larger firms that have specialized processes of manufacturing. In Pakistan, TQM is implemented by 3 types of methods: Assurance of Quality, Consistent Improvement and Control of Quality. The results indicate that Total Quality Management has two effects on the performance of organizations: First, the practices of TQM may affect the performance of the organization; or it may halt the firms to achieve the goals which has a negative impact on their performance. One limitation of this research is that it is limited to Pakistan only. So the future researchers can base their studies on different context.

The effects of total quality management practices on employee performance and the effect of training as a moderating variable

This study is carried out to investigate the effect of five factors of the Total quality management practices in healthcare on employee’s performance in public hospitals in Turkey. The TQM practices are Top management commitment, customer focus, people management, continuous improvement, and process management. The study adopted a quantitative research method through a survey questionnaire at three public hospitals, 200 valid responses were collected and used as a source of data to test the hypotheses of the study. Hierarchical multiple regression was used for analyzing the collected data, the study indicated that TQM factors have a significant effect on employees’ performance and the moderating effect of training has increased the correlation between employees’ performance and the TQM factors.

Unlocking the black box between TQM practices and organisational performance through learning capability and market orientation: insight from Pakistans textile sector

Unlocking the black box between TQM practices and organisational performance through learning capability and market orientation: insight from Pakistans textile sector

The Effect of TQM Practices on Organizational Performance: A Case study of Deming Awarded Indian Industry

The Effect of TQM Practices on Organizational Performance: A Case study of Deming Awarded Indian Industry