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

2021 ◽  
Vol 9 (3) ◽  
pp. 521-528 ◽  
Author(s):  
Khaled M.S Abukhader ◽  
Dilber Çağlar Onbaşıoğlu
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Quantitative Research ◽  
Process Management ◽  
Management Practices ◽  
Employee Performance ◽  
Public Hospitals ◽  
Total Quality ◽  
Quality Management Practices ◽  
Top Management Commitment

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.

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. 

scholarly journals Total quality management practices in Indonesian local SME: Understanding the employees Role

2019 ◽  
Vol 10 (2) ◽  
pp. 129-136
Author(s):  
Safitri Lamsah ◽  
Zakky Zamrudi
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Organizational Performance ◽  
Management Practices ◽  
Small And Medium Enterprises ◽  
Employee Performance ◽  
Total Quality ◽  
Total Respondent ◽  
Two Factors ◽  
Medium Enterprises

Abstract Understanding the schemes of Small and Medium Enterprises (SME’s) managerial capability is becoming important aspects today. Implementing proper strategies and internal policy may create a significant change in SME’s performance. Total Quality Management (TQM) has been being a one of specific measurement on organizational performance. This research was proposed to understand the factor that can affect the TQM’s performance in SME’s by identifying the two factors that can change it. Based on the recent studies, the developed model was employed PLSSEM to analyze the data by total respondent 95 respondent consist of owner and manager. The sample was taken in the area of Sasirangan SME’s in Banjarmasin, Kalimantan Selatan province, Indonesia. Sasirangan is a local fabric developed by its ancestor. The population of Sasirangan SME’s was huge in amount. The results of these studies indicate that both motivation and employee performance can increase the TQM in the SME’s which one of them has a more significant effect. The complete description of finding in this research will be discussed in this research.

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

2021 ◽  
Vol 8 (12) ◽  
pp. 64-80
Author(s):  
Cynthia Oduro Nyarko
Keyword(s):  
Firm Performance ◽  
Quality Management ◽  
Positive Relationship ◽  
Process Management ◽  
Management Practices ◽  
National Development ◽  
Structured Interview ◽  
Total Quality ◽  
Significant Positive Relationship ◽  
Quality Management Practices

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.

scholarly journals Implementing Total Quality management practices and Employee Performance: Sanita - Lebanon

2021 ◽  
Vol 24 ◽  
pp. 538-548
Author(s):  
Rushdi Zaiter ◽  
Rabih El Kabbout ◽  
Mahnoud Koabaz ◽  
Ahmad Skaiky ◽  
Mohamad Zalghout ◽  
...  
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Management Practices ◽  
Alternative Hypothesis ◽  
Employee Performance ◽  
Industrial Sector ◽  
Middle Level ◽  
Total Quality ◽  
Quantitative Correlation ◽  
The Impact

The aim of the study is find out the impact of applying different total quality management (TQM) practices on the performance of employees in the Lebanese industrial sector. The implementation of total quality management in Lebanese companies is very narrow where few companies work to apply Total Quality Management elements and concepts in its operations. Sanita is a Lebanese company that has applied the principles of total quality management relatively in all of its operations, so it has a large share of its products in the Lebanese market. In this quantitative survey designed study, 160 self-administered questionnaires were distributed for employees working at different career level (Top level management / Middle level management / Supervisor / Operator /technician / other workers) in Sanita main branch (Halat -Lebanon) and Sanita factory (Zouk Mosbeh -Lebanon). The survey concluded various questions related to the dependent variable employee performance and the independent variable related to practices of total quality management (leadership, teamwork, training and education, empowerment, communication). Using the quantitative correlation Pearson test, a strong influence emerged for the implementation of TQM principles on the performance of employees at Sanita and its factories; thus accepting the main alternative hypothesis.

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.

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