scholarly journals Issues and Challenges of Total Quality Management Practices On Customer Satisfaction

2021 ◽  
pp. 12-19
Author(s):  
Osoko Onyike Osoko ◽  
Habsah Binti Muda
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Empirical Research ◽  
Service Sector ◽  
Management Practices ◽  
Total Quality ◽  
Quality Management Practices ◽  
Key Dimensions

Total quality management practices and customer satisfaction are contemporary concerns most especially in the service sector. While analysing the issues and challenges, experts believe that customer is dissatisfied with corporate organisation and establishment due to the ineffectiveness of total quality management practices. However, this review present, investigates and identifies the challenges of total quality management practices on customer satisfaction. The review further highlights key dimensions of total quality management practices with relevant theories influencing customer satisfaction. Although, the previous association between both components holds some contradictions. However, regardless of the conceptual review, there is evidence that total quality management dimensional factors could be factors to enhance customer satisfaction. Hence, policymakers could formulate policies to drive satisfied customers and build on existing knowledge on total quality management practices. Therefore, the study further suggests that empirical research should be examined on the factors presented. Thus, implications are further discussed in the study.

Total Quality Management Practices on Customer Satisfaction at Safaricom Public Limited Company, Kenya

2020 ◽  
Vol 2 (4) ◽  
pp. 63-75
Author(s):  
Beth Mulure Achieng ◽  
Esther Gitonga
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Process Management ◽  
Management Practices ◽  
Total Quality ◽  
Quality Planning ◽  
Quality Management Practices ◽  
Limited Company ◽  
Strategic Goals

The research aimed at establishing the influence of total quality management practices on customer satisfaction of Safaricom Public Limited Company (Public Limited Company). The study was guided by the following specific objectives; to establish the influence of process management on customer satisfaction of Safaricom Public Limited Company, to establish the influence of strategic quality planning on customer satisfaction of Safaricom Public Limited Company and to explore the influence of customer focus on customer satisfaction of Safaricom Public Limited Company. The research employed a descriptive study design. The research focused on 70 respondents within the customer experience department. A census was used in this study since the population was small. Primary data was collected by use of structured questionnaires. The questionnaires were self-administered. The reliability and validity of the instrument was then be determined. The quantitative data gathered in the actual study was analyzed utilizing descriptive statistics and multiple linear regressions with the help of Statistical Package for Social Sciences (SPSS) version 21. The results were presented in form of tables, frequencies, and percentages. Results show that that Safaricom Public Limited Company had put in place various measures that encouraged process management, the Safaricom Public Limited Company allocates budget to quality management and control, employees attend quality management workshops to become acquainted with the latest strategy. Customer complaints at the company were addressed within stipulated timelines, the company ensures quality communication with its customers, customer satisfaction was always accorded the priority. This study concludes that process management, and quality planning and customer focus had a positive significant effect on customer satisfaction of Safaricom public limited company. Safaricom Public Limited Company should continue aligning business processes to fit organizational strategic goals.  This can be actualized through implementation of process and metrics that align with Safaricom Public Limited Company strategic goals, as well as educating all managers. Safaricom  should remain committed towards discovering customer needs. It must also embrace customer positioning measures, and try to fill the customer need  gap through quality planning. Safaricom Public Limited Company should make the efforts to follow-up on all customers, use clear language while communicating with its customers, appreciate negative critiques from customers, anticipate hidden customer needs and embrace pre-emptive acknowledgement. 

Total Quality Management Practices in Multinational Corporations

2017 ◽  
pp. 805-823
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Organizational Performance ◽  
Multinational Corporations ◽  
Management Practices ◽  
Total Quality ◽  
Quality Management Practices ◽  
Supplier Quality Management ◽  
Service Training ◽  
Dynamic Quality

This chapter introduces the practices of Total Quality Management (TQM) in multinational corporations, thus explaining the history, overview, concept, and the various components of TQM. TQM practices and organizational culture, TQM practices and organizational performance (in terms of quality data and reporting, supplier quality management, product and service design, and process management), and the practical application of total quality management in service and manufacturing sectors are discussed. This calls for a change on the part of organization stakeholders to adopt these new practices through an effective in-service training for managers and staff to adequately put these principles into practice and by adopting an effective utilization of human resources to initialize and maintain the attempts to create a dynamic quality system. The chapter argues that applying total quality management practices in multinational corporations will significantly enhance organizational performance and achieve business goals in the global business environment.

scholarly journals The Effect of TQM on firm Performance: Empirical Study in Jordanian Private Airlines

2018 ◽  
Vol 12 (9) ◽  
pp. 140
Author(s):  
Adnan M. Rawashdeh
Keyword(s):  
Firm Performance ◽  
Quality Management ◽  
Total Quality Management ◽  
Organizational Performance ◽  
Performance Measures ◽  
Management Practices ◽  
Future Research ◽  
Total Quality ◽  
Quality Management Practices ◽  
And Performance

The purpose of this study was to explre the relationship between total quality management and firm performance, i.e. quality, business and organizational performance in Jordanian private airlines. The design of this study has a quantitative approach. Data was obtained by questionnaire instrument. The respondents of this study are all employees in quality department, maintenance department, human resource department, and operation department. The number of population was 480 employees. Random sampling was used in the study. 340 completed questionnaires were analyzed as a final sample. Three hypotheses have been developed through literature review and tested using descriptive statistical analysis performed by SPSS. The results show that total quality management practices have a positive and significant impact on business, quality, and organizational performance in Jordanian private airlines. The study reports that effective implementation of total quality management practices results in enhancing airline performance. The major limitation of this study is that the study asked for perceived data about actual TQM practices and performance measures, but the respondents might have given desired data, which made their companies sound good, most of the respondents were non managers and from different departments in addition to the quality department, who might not understand to answer the questions accurately. Another limitation was that business performance tenets were measured by using one question per each tenet. Future research may investigate those TQM practices and performance measures in another Jordanian industry.

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