TQM Practices Research Articles

Inter-functional Coordination as a Pathway between Servant Leadership and the Implementation of TQM Practices

Inter-functional Coordination as a Pathway between Servant Leadership and the Implementation of TQM Practices

Academic and Administrative Perceptions on Total Quality Management Practices

Many studies in the field of TQM have been conducted in recent years. The majority of these studies have addressed the concept in manufacturing. Although few studies have considered the TQM in service sectors such as in the education section, none have considered the role of subculture in implementing TQM practices. This study aims to fill this gap by highlighting the role of subculture in the adoption of TQM practices. The study uses a questionnaire adapted from previous studies that were sent to 399 staff at the Community College of Qatar. The returned questionnaires represent 35% of the sample. The data were analyzed by SPSS 20 version. After ensuring the reliability and validity of the data, an independent-samples t-test was conducted to determine if there is any difference between the two groups (academic and administrative staff) with regard to the implementation of TQM practices. The results revealed that the two groups agree only on the implementation of leadership and vision practice. However, the analysis showed a significant difference between the academic and administrative staff in regard to other dimensions of TQM implementation (quality management system recognition, stakeholders focus, and measuring and continuous improvement). The results open the door for future studies to consider the different cultures within the institution when studying or applying the concept of TQM.

Impact of TQM practices on business performance of three-star hotels and above in Vietnam: The role of innovation performance

The aim of this study is to examine the impact of TQM practices on the business performance of hotels in Vietnam, considering the role of innovation performance in the current business context. Data were collected from 190 hotels with a rating of three stars or higher in Vietnam in 2022. By using SEM analysis, we have demonstrated that TQM practices have a positive effect on hotels' business performance, and innovation performance plays an intermediary role in the relationship between TQM practices and business performance. Therefore, hotels should not only focus on implementing TQM principles to enhance service quality but also prioritize business, service, and process innovation to improve their results. This study highlights the importance of both TQM practices and innovation performance in achieving success in the hotel industry

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

This study aims to analyse the 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.

TQM practices and ERP system to enhance the UAE DP world innovative work behavior through innovation culture: A review

TQM practices and ERP system to enhance the UAE DP world innovative work behavior through innovation culture: A review

Elevating the organisational innovation and knowledge sharing capability through soft TQM practices

The development of human capital skills and expertise is needed to transform the nation's manufacturing industry into one that is smart, innovative, and resilient. Developing a human capital strategy (soft TQM practices) that places a premium on knowledge sharing (KS) and organisational innovation (OI) is crucial for the manufacturing sector's digital transformation. The purpose of this study is to provide a comprehensive understanding of the significance and connections between soft TQM practices, KS, and OI among manufacturers. Two hundred twenty two valid responses from manufacturing firms were analysed, the study discovered a significant and positive relationship between these three-dimensional variables using partial least squares-structural equation modelling (PLS-SEM). Meanwhile, KS acts as a mediator between soft TQM practices and OI. By advancing theories of knowledge-based dynamic capabilities (KBDC), this research demonstrates the great influence of soft TQM practices on both KS and OI, which is important for manufacturing firms redesigned pivotal management strategy.

Elevating the organizational innovation and knowledge sharing capability through soft TQM practices

Elevating the organizational innovation and knowledge sharing capability through soft TQM practices

The mediating effect of TQM practices on the relationship between strategic planning and productivity

This study investigated the effect of strategic planning and total quality management practices on organisational productivity. This study employed a quantitative approach using Jamovi software. Sample data were collected from 167 respondents who are in Tanzania Zambia Railway Authority (TAZARA) management using a structured-questionnaire. Model fit and construct validity were checked using confirmatory factor analysis and correlation matrix while mediation analysis was carried out using GLM procedure. The results of study present that strategic planning has a significant effect on productivity. The results also indicate that customer focus and important innovation foster organizational productivity and partially mediate the relationship between strategic planning and productivity. The study also shows that education and training has no significant effect on productivity and does not mediate strategic planning and productivity association.

Assessing the influence of transformational leadership on competitive advantage through important innovations and quality results: Case of railway industry

The importance of quality and innovation in today’ 21 st century cannot be over emphasised, therefore organisations require leadership styles that can embrace both innovation and quality in order to confront today’s dynamic competitive fierce environment. Sometimes organisations fail to attain or maintain their competitiveness because of limited understanding regarding these strategic variables. There is little research that has attempted to analyse the direct and indirect-relationships among these strategic variables. Therefore this study attempted to bridge the gap in literature by analysing how important-innovations and quality-results as TQM practices influence the association between transformational leadership-style and competitive advantage using sample data collected from TAZARA employees in management using Jamovi. The study shows that transformational leadership style, quality-results and important innovations have significant positive effects on competitive advantage. The results also show that important-innovations and quality-results both individually and collectively partially mediate the relationship between transformational-leadership and competitive- advantage. Managers and advocates of transformational leadership style are emphasised to be aware and cautious of quality results and important innovations at all-time especially in today’s dynamic environment.

Özel Hastaneler İçin Toplam Kalite Yönetimi Uygulamalarında Kritik Başarı Faktörlerinin Bulanık FUCOM Yöntemi ile Değerlendirilmesi

Toplam Kalite Yönetimi, ürün ve hizmet üretiminde, müşteri beklentilerinin en iyi şekilde karşılanması için bir işletmenin tüm bileşenlerinin kalite hedefleri doğrultusunda çalışmalarına vurgu yapan önemli bir yaklaşımdır. Bu çerçevede işletmeler, kalite ile ilgili çalışmalarında Toplam Kalite Yönetimi ilkelerini etkin şekilde uygulamaları gerekmektedir. İnsanların, hizmet sektöründen beklentilerine paralel olarak, mamul üretiminde olduğu kadar birçok hizmet işletmesinde de önem kazanan Toplam Kalite Yönetimi, sağlık hizmeti sunan özel hastaneler için de önem arz etmektedir. Bu çalışma kapsamında, özel hastanelerin Toplam Kalite Yönetimi’ne yönelik kritik başarı faktörlerinin ve bu faktörlerin önem derecelerinin belirlenmesi amaçlanmaktadır. Yapılan literatür taraması ve uzman görüşleri dikkate alınarak, kritik başarı faktörleri listesi hazırlanmıştır. Daha sonra sekiz karar verici uzmanın değerlendirmeleri ışığında, Bulanık FUCOM (Full Consistency Method) kullanılarak, bu faktörlerin önem dereceleri belirlenmiştir. Yapılan uygulama sonucunda, özel hastanelerde TKY uygulamalarının başarısını etkileyen en önemli boyutun “müşteriler ve hizmet süreçlerine yönelik faktörler (0,452)” olduğu, sonraki önemli boyutun “çalışanlara yönelik faktörler (0,319)” olduğu, son olarak da “sistem ve tekniklerle ilgili faktörler (0,229)”in geldiği tespit edilmiştir. Özel hastanelerde, hasta ve hasta yakınları ile işletme içerisinde sağlık çalışanlarının beklentilerinin karşılanmasına odaklanma şeklinde tanımlanan “müşteri odaklılık (0,222)” yaklaşımının en önemli alt kriter olduğu belirlenmiştir.

Entrepreneurial coaching mediating relationship between TQM soft practices and firm performance: cases of certified Tunisian companies

PurposeThis paper aims to study implicitly the mediating role of entrepreneurial coaching between TQM soft practice and firm performance.Design/methodology/approachThe data was gathered from 160 Tunisian-certified companies. The direct and indirect effect between TQM soft practice, entrepreneurial coaching and firm performance are shown using the structural equation modeling. It was performed using SPSS 20 software and AMOS 20 software.FindingsFirst, TQM practices have a positive effect on entrepreneurial coaching. Second, entrepreneurial coaching has a positive effect on firm performance. Third, TQM soft practices have a positive effect on firm performance. So, entrepreneurial coaching may implicitly mediate the relationship between TQM soft practice and firm performance.Research limitations/implicationsThis paper helps the practitioner to understand how entrepreneurial coaching ensure TQM soft practice implementation and how entrepreneurial coaching affects firm performance.Originality/valueTo the best of the author’s knowledge, this paper presents an innovative approach since it is among the first research study that treats the relationship between entrepreneurial support and TQM soft practice implementation and especially the relationship between entrepreneurial coaching and the success of the TQM soft practices implementation.

What enhances service delivery in public hospitals in Kenya? The role of total quality management practices

The public health sector is affected by various challenges, such as operational inefficiencies and poor service delivery. These challenges affect public hospitals' delivery of quality services that meet client expectations. As a result of these issues, public hospitals have adopted the total quality management approach to deal with these challenges. The general objective of this research was to determine the effect of total quality management application on the quality-of-service delivery across public hospitals in Kenya. The study was anchored on a resource-based view, dynamic capabilities, and system approach theories. The research applied a descriptive approach to the target population of 1718 respondents. The sampling approach for the study was a stratified random technique that selected a sample of 250 participants. The findings indicated that employee involvement, technology adoption, continual advancement, and client focus affect service delivery across various public hospitals in Kenya. The research concluded that applying total quality management practices is essential and influences service delivery across various public hospitals. Therefore, the national and county governments are supposed to ensure management’s commitment to the implementation of TQM practices across the county’s healthcare facilities.

PRINCIPLES OF QUALITY MANAGEMENT AND THE BENEFITS OF THEIR APPLICATION IN EDUCATION SECTORS

TQM practices are important to provide customer satisfaction by improved product performance and sustained towards the organizational goal. The objective of this study was to analyze the relationship between TQM practices, process innovation and employee performance. In this study, six critical success factors of TQM have been identified namely customer focus, leadership, training, teamwork, communication, and top management. Based on thorough literature review, employee performances have been measured by two constructs which are job satisfaction and workplace environment.The results revealed that not all TQM practices enhanced production workers’ job satisfaction. Only organization culture and teamwork showed a positive relationship with the production workers’ job satisfaction.

The moderating role of Lean Six Sigma practices on quality management practices and quality performance in medical device manufacturing industry

PurposeThe purpose of this paper is to explore the moderating role of Lean Six Sigma (LSS) practices in explaining the relationship between quality management practices (QMPs) and quality performance.Design/methodology/approachPartial least square-based structural equation modeling (PLS-SEM) was used to empirically examine the moderating effect of LSS practices on QMPs and quality performance in Malaysian medical device manufacturing companies.FindingsFindings revealed that both QMPs and LSS practices have a significant and positive effect on quality performance. Furthermore, LSS practices served as a substitute for moderating the positive relationship between QMPs and quality performance in such a way that the relationship becomes weaker as LSS practices increase.Originality/valueLSS is acknowledged as the most well-known hybrid methodology; however, due to its relative newness, it has not been studied in great detail. Unlike previous studies, this paper argued that Lean and Six Sigma practices are distinct from its predecessor TQM practices; moreover, both Lean and Six Sigma practices do not need to substitute QM/TQM practices instead of complimenting the QMPs. In addition, this study adds to the growing body of QM literature by empirically examine the effect of LSS practices in moderating the relationship between QMPs and quality performance.

The interplay of soft TQM practices and knowledge sharing: moderating role of market turbulence

PurposeEmerging competitive dynamics demand small and medium-sized enterprises (SMEs) to continuously comprehend and respond to changing market conditions by implementing effective soft total quality management (STQM) practices. Firstly, the study intends to identify the key STQM practices perceived to foster knowledge sharing (KS). Secondly, this study aims to investigate the impact of market turbulence (MT) on the interaction between STQM practices and KS among SMEs.Design/methodology/approachA total of 215 valid samples were analysed. Incorporating a two-hidden-layer deep artificial neural network (ANN) into SEM approaches allows for more in-depth testing and high prediction power. This study employs a two-stage PLS-SEM-ANN predictive-analytical technique to provide a more comprehensive analysis and significant statistical contribution.FindingsThe PLS-SEM-ANN analysis reveals that STQM practices including employee involvement (EI), employee training (ET), top management commitment (TMC) and employee teamwork (EM) are critical to boosting KS. MT, interestingly, moderates the relationship between EM and KS while negatively moderating the relationship between TMC and KS.Originality/valueThe study contributes to the knowledge-based view theory by demonstrating the importance of integrating STQM and KS among SMEs to thrive in today's dynamic market environment.

EFFECT OF TOTAL QUALITY MANAGEMENT PRACTICES ON ORGANIZATIONAL PERFORMANCE: A CASE OF BBA PROGRAM OF TRIBHUVAN UNIVERSITY IN KATHMANDU VALLEY

This study analyses the effects of TQM practices on organizational performance relating the practices of BBA programs in Tribhuvan University, Kathmandu. The specific objectives of the study were to determine the effect of top management commitment on organizational performance, to examine the effect of employee training on organizational performance, to assess the effect of employee involvement on organizational performance, to examine the effect of customer focus on organizational performance. The quantitative research design with structure questionnaire was used. The sample sizes of 172 respondents were drawn with random sampling method from total of 18 BBA colleges in Kathmandu valley. The result of the study reveal that top management commitment, employee involvement, customer focus and employee training are positively associated with organizational performance and supports the hypothesis that TQM practices significantly affect organizational performance consequently, evoked that there is a need to focus on TQM for improving university performance. The study recommends that future studies should test the effects of the other elements of TQM practices on organizational performance.

Transformational Leadership, Market-Oriented Culture, and Implementation of Total Quality Management Practices: Proposed Conceptual Model

The focus of this study was to consolidate the existing knowledge on leadership, market-oriented culture, and TQM by proposing a conceptual model providing a starting point for researchers and practitioners seeking to implement market-oriented culture and TQM in organizations and offering suggestions for future research. A systematic literature review was undertaken to review works published on transformational leadership, market-oriented culture, and TQM practices. The review's key findings show that transformational leadership is required for successful TQM implementation and market-oriented culture in organizations and is critical to sustaining their improvement. This research is based on a systematic literature review of works published on transformational leadership, market-oriented culture, and TQM practices. Transformational leadership is critical for both market-oriented culture and TQM implementation success. There is a need to develop a new model of transformational leadership that encompasses the leadership behavior needed for both market-oriented culture and TQM.

TQM Framework for Healthcare Sectors: Barriers to Implementation

Purpose: A qualitative research was carried out with an aim of understanding and addressing the challenges of integrating TQM in the healthcare industry. It examines the existing inadequacies in the service quality, and barriers in implementation of TQM practices, Methodology/Approach: A conceptual model is developed to explore the issues arising TQM implementation. There are three major components of TQM: such as barriers to implementation, Critical Success Factors and Benefits of TQM. Interviews with health workers and patients were conducted based on pre-structured questionnaires. Seven hypotheses were developed to investigate how TQM can be achieved irrespective of surmounting barriers. Findings: Findings suggest TQM can be implemented in the right environment with committed leadership and supportive infrastructure, which would drive SQ, improved customers, and employees’ satisfaction and loyalty, increase profitability and shareholder values. TQM can deliver high quality medical care for overall performance of the healthcare industry. Research Limitation/Implication: Interviews were conducted with semi-structured research questionnaires. There may be some inevitable biases present in questionnaires and evaluation of review. Originality/Value of paper: The study benefits from insights from medical personnel and patients’ perspective, in exploring the SQ attributes, i.e., quality circle, continuous improvement, employee empowerment and customer focused approach.

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

The enduring debate to resolve the intricacy between total quality management elements and performance is yet to be concluded. Relying on the resource-based view of the firm, the current study addresses this issue by adding organisation learning capability and market orientation as contingent factors between total quality management practices and performance. The data was collected from the managers of 270 textile firms through questionnaires. The results reveal that parallel mediation of both organisational learning capability and market orientation is fully supported. The current study extends the total quality management research and contributes by providing a new mechanism between the total quality management and organisational performance. These novel findings provide new dimensions for policymakers to consider motivational factors (learning orientation and market orientation) along with total quality management elements for elevating the performance of their organisations.

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.