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Tqm's methods

Tqm's methods

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Tqm's methods

  1. 1. Top management leadership, employee empowerment, job satisfaction, and customer satisfaction in TQM organizations By Javeria Malik Yumna Idrees Fatima Kamal Fatima Naeem
  2. 2. Abstract Variables  Top management leadership  Employee empowerment  Job satisfaction  Customer satisfaction  Purpose Find out the relationship between these variables.
  3. 3. Abstract (cont...) Methodology Quantitative study( Questionnaire) Limitation Treatment of top management role and empowerment conceptually as separate Findings Result reveal positive correlation
  4. 4. Introduction Survival of organizations Searching for techniques TQM tenets
  5. 5. Objective of the study Provide empirical assessment of relationship between these variables Provide empirical assessment for TQM-based literature
  6. 6. Literature review Author Year of publication Result Bowen and Lawler 1992 Define empowerment as sharing information with front-line employees about organization’s performance. Blackburn and Rosen 1993 Primary objective of employee empowerment William and Anderson 1991 A strong relationship between job satisfaction and performance exists only when job satisfaction results in employee organizational commitment.
  7. 7. Hypothesis  Hypothesis 1: Top management leadership and commitment are positively associated with employee empowerment.  Hypothesis 2: Employee empowerment is positively associated with job satisfaction.
  8. 8. Hypothesis (cont…) Hypothesis 3a: Employee empowerment is positively associated with customer satisfaction. Hypothesis 3b: Employee job satisfaction is positively associated with customer satisfaction.
  9. 9. Methods Data:  Obtain data from organization.  Approximately 800 member.  Randomly select data.  Malcolm Baldrige award for quality achievement.
  10. 10. Measures and scales The questionnaire is based on • Strongly disagree • Disagree • Neutral • Agree • Strongly agree Five-point Likert scale
  11. 11. Measures and scales  The statement dealt with top management leadership, employee empowerment, employee job satisfaction and customer satisfaction.
  12. 12. Employee Empowerment  The feelings of powerlessness and creation of work environment that strengthens the employee feeling self-efficacy. (conger, kanungo 1988).  Three measures of empowerment:  Decision making authority  Participation or involvement of decision making process.  Access to information and other organizational resources.
  13. 13. Job Satisfaction A favorable attitude or pleasurable emotional state that result from the person’s job experience. (Wanous, Lawler 1972) Factorofjobsatisfaction Health and safety provision promotion Process planning
  14. 14. Job Satisfaction Measure of job satisfaction Promotion and career advancement opportunity Enrich job, participation
  15. 15. Customer Satisfaction  TQM’s focus on quality product and services that meet the customer satisfaction.  Measures of customer satisfaction:  Product quality features, reliability, conformance, durability, serviceability  Customer satisfaction rating manufacturing and services  Awareness of customer problem  Willingness to employee to provide good services to customer.
  16. 16. Leadership and Commitment  Design questionnaires to determine the extend to which top management is responsible for creating the climate of organization that supports the tenets of TQM’s.  The statements referred to maintaining quality goal and culture.  Leadership, commitment, involvement, resource allocation.
  17. 17. 800 hundreds questionnaire 300 responses were obtained 250 were usable 50 were not because they don’t answer all the questions and decline to participate Results
  18. 18. Business type Total number in survey Percent Electronics 6 0.75 Transportation 30 3.76 Manufacturing 197 24.66 health 72 9.01 Computers 3 0.38 Total 308 38.56 Table 1
  19. 19. The table shown that our population was drawn from different employees of different industries. Table 1: The alpha values are not for separate measures but for all item used in each scale. the alpha values are more than .7 and fall into an acceptable range Table results
  20. 20. Tables also show that correlations between the items are positive. Which is what should be found Respondents are some what satisfy with their jobs Two areas of concerns in study:  More respondents are dissatisfied with target setting and career planning  More respondents are dissatisfied with promotion Cont…
  21. 21. Top management leadership Empowerment composite score Empowerment : Delegation of decision making and authority Empowerment: Involvement in decision making process Access to job requirements information Leadership role - .6207 .7560 .5499 Commitment - .4749 .6324 .4722 Resource allocation - .4150 .5876 .4418 Composite score .7702 - - - Table 2:
  22. 22. This table shows the relationship between the measures of top management leadership and commitment Also shows the correlation between composite scores of top management and leadership roles and empowerment. Table 2 results
  23. 23. J.S summated Career developme nt opportunitie s Equitable reward Work environment The job Participation delegation of decision making - .4984 .5714 .4495 .4085 .6505 Employee - .4925 .6603 .4779 .4831 .7470 Empowerment: summated scale .7893 Leadership - .4959 .6873 .4383 .4172 .6649 Commitment - .4216 .5793 .4294 .3824 .5719 Total .7136 table 3:
  24. 24.  Shows top management leadership and commitment  Positive relationship with employee satisfaction  Positive correlation with employee satisfaction in terms of equitable reward and participation Table 3 results
  25. 25. J.S comp osite score Career develop ment opportuni ties Equitable reward Work environ ment Job satisfac tion Composit e score leadershi p commitm ent Resource allocatio n Customer satisfaction manufacturin g firms Reliability - .4114 .4987 .4396 .4194 .5334 .4884 .4422 .3787 Durability - .3424 .4457 .3998 .4198 .4812 .4145 .4012 .3715 Table 4:
  26. 26. It shows the relationship between  Customer satisfaction  Job satisfaction  Top management Correlation indicates a stronger relationship between empowerment and customer satisfaction Table 4 results:

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