This document describes research conducted to develop and validate a tool to measure total quality management (TQM) practices in organizations. Through a literature review, 13 critical factors of TQM were identified. A questionnaire with 85 items measuring these factors was developed and tested on 20 organizations to evaluate reliability and validity. Reliability was high based on Cronbach's alpha scores. Validity was confirmed through factor analysis and a multitrait-multimethod matrix. The validated tool was used to survey 104 manufacturing and service organizations in India and compare their TQM practices using the Mann-Whitney U non-parametric test. Significant differences were found between the sectors.
Quantitative Research Modelling: Hard and Soft Criteria of Total Quality Serv...inventionjournals
The major intend of this research study is on hard and soft criteria of Total Quality Service (TQS) in ISO 9001 certified SME’s in TamilNadu. The nature of the research is exploratory method, and the sample size is 401 respondents from purposively selected ISO 9001 certified SME’s companies in TamilNadu with regard to the hard and soft criteria of TQS. First the analysis of the general profile of SME’s is given and data collection method used in the research is ―Questionnaire Method‖. Data has been analyzed by using SPSS 20.0 & Smart PLS 3.0. Findings, suggestions and conclusions were made by keeping an eye on the research objectives.
IRJET- Total Quality Management and Organizational PerformanceIRJET Journal
This document discusses the relationship between Total Quality Management (TQM) practices and organizational performance. It first defines TQM as a continuous process of improving quality, reducing defects, and satisfying customer demands. It then outlines key elements of TQM like focusing on customers, employee involvement, and using a strategic, systematic approach. The document also discusses how organizational performance encompasses actual outputs compared to intended goals. Finally, it concludes that implementing TQM initiatives like quality processes can enhance customer satisfaction and product/service quality, thereby improving organizational performance.
The study investigated the Quality Improvement Practices (QIP) of selected small medium industries (SMIs
hereafter) namely the E&E manufacturers in Malaysia. The objectives of this study are to investigate the influence of
the quality improvement practices (QIP) among Malaysian E&E manufacturers on their compliance performance.
The quality improvement level of twelve QIP; seven soft factors and five hard factors, were determined in the study.
Later, the improvement level of the QIP was compared according to the manufacturers‟ size, ownership, length of
operation, and ISO status. A quantitative research method, which involved the distribution of a set of questionnaires,
was used in the study. Another important aspect of the research is to identify relevant soft and hard factors that need
emphasis in future trainings by the QIP trainers. As the sole assessor of Product Certification compliance for the
manufacturers in Malaysia, SIRIM QAS has the data on the Malaysian manufacturers‟ compliance performances.
Based on the data, it can be concluded that Malaysian SMIs are still struggling in implementing quality improvement
practices. The data has yielded interesting findings related to the identified soft and hard factors that need further
emphasis in future trainings. The findings provided recommendations for future trainers of QIP
A State-Of-Art Review Of Total Quality Management Application In Service Sectorinventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Total Quality Management (TQM) Practices toward Product Quality Performance: ...IOSRJBM
The purpose of this research was to test and analyze the effect of TQM practices impelementation which consists of leadership, strategic planning, customer focus, information and analysis, people management, and process management to product quality performance. The population were 108 food and beverage companies in Makassar, Indonesia. Respondents are production managers or operation managers. Sample technique which used is population sampling. Method of analysis which use both descriptive statistic and Structural Equation Modelling (SEM). Data processing uses two statistic tools i.e: IBM SPSS and AMOS 19.00. The findings of research indicate that leadership has significant effect on product quality performance, strategic planning has significant effect on product quality performance, customer focus has significant effect on product quality performance, information and analysis has significant effect on product quality performance, people management has significant effect on product quality performance, and process management has significant effect on product quality performance. Leadership factor has dominant effect on product quality performance (critical ratio = 9.760 > t-table = 1.960; and probability = 0.000 < α = 0.05).
Effect of TQM Practices on Financial Performance through Innovation Performan...IRJET Journal
1) The document examines the direct and indirect effects of total quality management (TQM) practices on financial and innovation performance in Indian manufacturing companies.
2) It identifies 13 key TQM practices based on a literature review, including leadership commitment, customer focus, supplier quality management, and continuous improvement.
3) The study measures organizational performance through financial performance and innovation performance indicators. A conceptual research framework is proposed to analyze the relationships between TQM practices and these two performance measures.
This document discusses the importance and impact of implementing Total Quality Management (TQM) in modern organizations. It argues that TQM is essential for organizations to gain competitive advantages in today's global business environment. The document reviews different frameworks and principles of TQM, such as those proposed by Deming, Juran, Crosby and Ishikawa. It asserts that TQM, when properly implemented, can positively impact organizational effectiveness by improving business processes, increasing productivity and quality, enhancing customer satisfaction, and fostering cooperation among employees. However, certain organizational and cultural factors must be addressed for TQM implementation to be successful. Overall, the document advocates for TQM as a management philosophy that can help propel organizations to excellence.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Quantitative Research Modelling: Hard and Soft Criteria of Total Quality Serv...inventionjournals
The major intend of this research study is on hard and soft criteria of Total Quality Service (TQS) in ISO 9001 certified SME’s in TamilNadu. The nature of the research is exploratory method, and the sample size is 401 respondents from purposively selected ISO 9001 certified SME’s companies in TamilNadu with regard to the hard and soft criteria of TQS. First the analysis of the general profile of SME’s is given and data collection method used in the research is ―Questionnaire Method‖. Data has been analyzed by using SPSS 20.0 & Smart PLS 3.0. Findings, suggestions and conclusions were made by keeping an eye on the research objectives.
IRJET- Total Quality Management and Organizational PerformanceIRJET Journal
This document discusses the relationship between Total Quality Management (TQM) practices and organizational performance. It first defines TQM as a continuous process of improving quality, reducing defects, and satisfying customer demands. It then outlines key elements of TQM like focusing on customers, employee involvement, and using a strategic, systematic approach. The document also discusses how organizational performance encompasses actual outputs compared to intended goals. Finally, it concludes that implementing TQM initiatives like quality processes can enhance customer satisfaction and product/service quality, thereby improving organizational performance.
The study investigated the Quality Improvement Practices (QIP) of selected small medium industries (SMIs
hereafter) namely the E&E manufacturers in Malaysia. The objectives of this study are to investigate the influence of
the quality improvement practices (QIP) among Malaysian E&E manufacturers on their compliance performance.
The quality improvement level of twelve QIP; seven soft factors and five hard factors, were determined in the study.
Later, the improvement level of the QIP was compared according to the manufacturers‟ size, ownership, length of
operation, and ISO status. A quantitative research method, which involved the distribution of a set of questionnaires,
was used in the study. Another important aspect of the research is to identify relevant soft and hard factors that need
emphasis in future trainings by the QIP trainers. As the sole assessor of Product Certification compliance for the
manufacturers in Malaysia, SIRIM QAS has the data on the Malaysian manufacturers‟ compliance performances.
Based on the data, it can be concluded that Malaysian SMIs are still struggling in implementing quality improvement
practices. The data has yielded interesting findings related to the identified soft and hard factors that need further
emphasis in future trainings. The findings provided recommendations for future trainers of QIP
A State-Of-Art Review Of Total Quality Management Application In Service Sectorinventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Total Quality Management (TQM) Practices toward Product Quality Performance: ...IOSRJBM
The purpose of this research was to test and analyze the effect of TQM practices impelementation which consists of leadership, strategic planning, customer focus, information and analysis, people management, and process management to product quality performance. The population were 108 food and beverage companies in Makassar, Indonesia. Respondents are production managers or operation managers. Sample technique which used is population sampling. Method of analysis which use both descriptive statistic and Structural Equation Modelling (SEM). Data processing uses two statistic tools i.e: IBM SPSS and AMOS 19.00. The findings of research indicate that leadership has significant effect on product quality performance, strategic planning has significant effect on product quality performance, customer focus has significant effect on product quality performance, information and analysis has significant effect on product quality performance, people management has significant effect on product quality performance, and process management has significant effect on product quality performance. Leadership factor has dominant effect on product quality performance (critical ratio = 9.760 > t-table = 1.960; and probability = 0.000 < α = 0.05).
Effect of TQM Practices on Financial Performance through Innovation Performan...IRJET Journal
1) The document examines the direct and indirect effects of total quality management (TQM) practices on financial and innovation performance in Indian manufacturing companies.
2) It identifies 13 key TQM practices based on a literature review, including leadership commitment, customer focus, supplier quality management, and continuous improvement.
3) The study measures organizational performance through financial performance and innovation performance indicators. A conceptual research framework is proposed to analyze the relationships between TQM practices and these two performance measures.
This document discusses the importance and impact of implementing Total Quality Management (TQM) in modern organizations. It argues that TQM is essential for organizations to gain competitive advantages in today's global business environment. The document reviews different frameworks and principles of TQM, such as those proposed by Deming, Juran, Crosby and Ishikawa. It asserts that TQM, when properly implemented, can positively impact organizational effectiveness by improving business processes, increasing productivity and quality, enhancing customer satisfaction, and fostering cooperation among employees. However, certain organizational and cultural factors must be addressed for TQM implementation to be successful. Overall, the document advocates for TQM as a management philosophy that can help propel organizations to excellence.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
Impact of Cost of Quality on Total Quality Management in Garment Industryijtsrd
There is a very much need to take a new perspective to gain a competitive advantage in this modern era of consistently increasing of competition. This has accommodated to implement quality management in RMG Ready made garment Sector. As it has much importance in maximizing the productivity and minimizing the cost of operation. But it requires spending huge cost expenses which doesn't guarantee a desired outcome. This study is taken up with the intention to evaluate the extent how cost spend on quality is advantageous to organization. To perform this study we have used some data analysis tools to analyze the collected data which were collected through survey method and discovered that evaluation of cost of poor quality will help to implement appropriate quality policy which minimize the cost and helps to reach the standard of the customer. Prof. Lakshminarayana. N | Kusuma. P ""Impact of Cost of Quality on Total Quality Management in Garment Industry"" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-4 , June 2019, URL: https://www.ijtsrd.com/papers/ijtsrd23857.pdf
Paper URL: https://www.ijtsrd.com/management/strategic-management/23857/impact-of-cost-of-quality-on-total-quality-management-in-garment-industry/prof-lakshminarayana-n
Implementing total quality management to improve facilitiesLaukik Raut
This research work aims to understand Total Quality Management concepts and evaluating the extent of TQM
implementation in Mechanical Engineering Department through student feedback survey.
In keeping with the newer demands that have been placed on the self financed educational system by the various
stakeholders, the technical educational system in particular, has been pressured to shift its focus from one in
quantitative expansion to one with emphasis on quality. Growth and survival of these institutes is fully
depending on their competitive working style, opinions of their customers/students about their performance, and
contribution to economic growth. It is being increasingly recognized that high quality of products and services
are associated with customer satisfaction and they are the key points for survival for any organization whether
educational or otherwise. Not oblivious to the need for adaptation to serve the interests of its stakeholders, in
terms of greater responsiveness, the educational system has begun to realize the significance of total quality
management (TQM) in education.
The importance of quality practices has considerably increased over the last years, on both a
practical and theoretical level. In competitive and global business environment, companies should create a need
for managers in manufacturing sector to effectively and continually improve quality, capability and process
efficiency. This paper presents the findings from the survey on the current status of measurement system on
CSR capability by using SQC and DMAIC method (Define-Measure-Analyze, Improve and Control) in fulfilled
the standard of quality product in home industries based. Case study was one of growth home industries
supported by CSR of PT. Pertamina Gas (Pertagas) in Prabumulih, South Sumatera. The chosen of industry as
they contribute in absorption of local content raw materials produce by using the vacant land along the yard.
The aims are to determine whether the essential quality measurement such as SQC snf DMAIC as have a
significant contribution to reduce the production reject and increasing the utility of raw material from local
content and develop the value added in the future. This paper outlines the results of the research conducted on
the industries under CSR programme, it was found that the CSR program by Pertagas was effective in reducing
product reject and give good contribution in spread the local product into the market, either local and national
area as shown by ANOVA test. The main finding from the study proved that suitable program of CSR was give
positive contribution on quality improvement.
Effect of TQM Practices on Quality Performance through Operating Performance ...IRJET Journal
This study examines the relationship between Total Quality Management (TQM) practices and quality performance through operating performance in Indian manufacturing organizations. The study identified 13 key TQM practices based on literature and measured their impact on operating performance and quality performance. Survey data was collected from Indian manufacturing firms and analyzed using structural equation modeling. The results showed that TQM practices have a positive and significant effect on quality performance through their impact on operating performance. Specifically, practices like knowledge management, continuous improvement, and customer focus were found to contribute more to quality performance by improving operating performance in these organizations.
Roles of TQM and BPR in organizational change strategies- Case StudyAditya Deshpande
here TQM and BPR are explained and case study is given showing their role in organizational strategies.
Results of case study are also discussed.
Do like, Share and Comment.
Aditya Deshpande
deshadi805@gmail.com
TQM is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. The goal is customer satisfaction.
Total Quality Management (TQM) is defined as an organization's culture that is focused on constantly attaining customer satisfaction through an integrated system. This involves continuous improvement of processes to produce high quality products and services. The key elements of TQM include leadership, employee involvement, process excellence, customer focus, continuous improvement, and conformance to design specifications. TQM aims to transform an organization's culture from one focused internally to one focused externally on customers.
Total Quality Management (TQM) is a continual process that aims to improve quality in manufacturing by reducing errors, streamlining supply chains, improving customer experience, and ensuring well-trained employees. It holds all parties accountable for quality and was developed by William Deming, influencing Japanese manufacturing. TQM focuses on internal guidelines and process standards to reduce errors, while the related Six Sigma method focuses on reducing defects.
Quality management and performance a reviewiaemedu
This document summarizes a research paper on quality management and performance. The paper reviews 120 other research papers on topics related to total quality management (TQM). Some key points:
1. TQM aims to continuously improve processes and management through techniques like statistical process control and employee involvement to increase customer satisfaction.
2. Successful TQM implementation depends on factors like leadership support, organizational culture, human resource management, and supply chain management.
3. The paper finds gaps in existing research on TQM's effectiveness and impact on organizational performance that could be explored further.
Quality management and performance a reviewiaemedu
This document summarizes a research paper on quality management and performance. The paper reviews 120 other research papers on topics related to total quality management (TQM). Some key points:
1. TQM aims to continuously improve processes and management through techniques like statistical process control and employee involvement to increase customer satisfaction.
2. Successful TQM implementation depends on factors like leadership support, organizational culture, human resource management, and supply chain management.
3. The paper finds gaps in existing research on TQM's effectiveness and impact on organizational performance that could be explored further.
Total Quality Management (TQM): Definition, elements, philosophies, B.Pha...snigdharanibehera
The document discusses Total Quality Management (TQM), defining it as a set of management practices to ensure an organization consistently meets or exceeds customer requirements. It describes TQM's key elements like quality planning, control, assurance and improvement. The philosophies behind TQM from thinkers like Deming, Juran, Feigenbaum and Crosby are also summarized, including Deming's 14 points and Crosby's 14 steps to quality. The foundations, components and objectives of TQM are defined in the document.
Determinants of Supply Chain Performance of Indian Manufacturing OrganizationsWaqas Tariq
This paper aims at proposing various determinants of supply chain performance of Indian manufacturing organizations. The determinants are summarized based on extensive literature review of empirical research articles on supply chain management (SCM) and performance measurement approaches. This study is a part of a larger research project exploring SC related practices. A critical analysis is carried out so as to identify research gaps in context of performance measurement of supply chains, as well as to propose directions for future research. A conceptual model is also proposed. Critical investigation of selected articles led to an idea that there can be significant effect of selected variables on SC Performance. It is to be seen that how various parameters, taken from the literature review, affect SC performance and ultimately contributing to its competitiveness. The various parameters like supplier-buyer relations, external supply chain, environmental factors, human metrics, information sharing and performance measurement approaches are taken in a single study in the context of Indian manufacturing organizations. Based on a pilot study with sample size of 100, empirical tests resulted in reduction of items. Based on the obtained results, the organizations can enhance the SCM performance by improving the current practices/strategies through focusing on the determinants that significantly influence SCM performance. Further research can be carried out by using data of various supply chains of other sectors and industries of India to generalize the research.
A STUDY ON THE RELATIONSHIP AMONG SUPPLY CHAIN MANAGEMENT COMPONENTS, SUPPLY ...Dr.Ganeshkumar C
This document outlines a study on the relationship between supply chain management components, supply chain performance, and organizational performance of manufacturing industries in Puducherry, India. The study aims to understand the impact of important supply chain management components on supply chain performance and organizational performance. It reviews literature on related topics and identifies variables and constructs such as supply chain concerns, competence, practices, and performance. The methodology section outlines how data will be collected and analyzed through statistical tools to test hypotheses and relationships between variables. The findings will provide insights on how supply chain management can impact performance.
This document summarizes research on implementing total quality management (TQM) in small and medium-sized organizations. The research studied three companies that implemented TQM through training, communication strategies, and quality monitoring processes. The findings showed improvements in administrative procedures, product quality, and cost effectiveness. However, areas like team building, continual improvement, and technical training were still weak. Effective management support, communication, and training were found to be important for successful TQM implementation.
Research Inventy : International Journal of Engineering and Science is published by the group of young academic and industrial researchers with 12 Issues per year. It is an online as well as print version open access journal that provides rapid publication (monthly) of articles in all areas of the subject such as: civil, mechanical, chemical, electronic and computer engineering as well as production and information technology. The Journal welcomes the submission of manuscripts that meet the general criteria of significance and scientific excellence. Papers will be published by rapid process within 20 days after acceptance and peer review process takes only 7 days. All articles published in Research Inventy will be peer-reviewed.
Total quality management practices in construction companies keralaIAEME Publication
This document summarizes a study on total quality management (TQM) practices in construction companies in Kerala, India. The study aims to identify current TQM practices, the effectiveness of TQM implementation, and problems related to TQM implementation. A questionnaire was distributed to 35 large and medium construction companies in Kerala. The results identified challenges to TQM implementation including a lack of management commitment and understanding of TQM principles. Overall, the study found that while construction companies recognize the benefits of TQM such as improved quality and customer satisfaction, more efforts are needed to effectively implement TQM practices.
This document discusses the importance of Total Quality Management (TQM) for Enterprise Resource Planning. It begins by outlining the 12-step research process used. It then discusses how TQM focuses on continuous improvement, customer focus, systematic operations improvement, and long-term thinking. The history and evolution of TQM approaches from Deming, Juran, and Crosby are summarized. Critical success factors, quality control tools, and issues regarding TQM strategy implementation are also highlighted. The conclusion emphasizes that effective TQM reduces costs, improves processes, and facilitates organizational change and transformation towards business excellence.
This document outlines the key aspects of a course on Total Quality Management (TQM). It discusses the course objectives, which are to understand TQM concepts and principles, apply statistical quality control, understand ISO certification, and apply quality concepts to maximize customer satisfaction. The document then describes the course outcomes, which are to understand TQM, illustrate TQM principles, solve quality problems using statistical process control, understand quality methodologies, and illustrate quality systems features. It proceeds to outline the topics that will be covered in each unit of the course.
This document discusses quality management using Six Sigma. It provides an overview of Six Sigma and explains the DMAIC (Define, Measure, Analyze, Improve, Control) methodology. It also presents an example from the author's workplace in software engineering to illustrate applying the DMAIC process. Six Sigma aims to reduce defects in processes by identifying and eliminating root causes of defects. The goal is to get as close to zero defects as possible.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
Impact of Cost of Quality on Total Quality Management in Garment Industryijtsrd
There is a very much need to take a new perspective to gain a competitive advantage in this modern era of consistently increasing of competition. This has accommodated to implement quality management in RMG Ready made garment Sector. As it has much importance in maximizing the productivity and minimizing the cost of operation. But it requires spending huge cost expenses which doesn't guarantee a desired outcome. This study is taken up with the intention to evaluate the extent how cost spend on quality is advantageous to organization. To perform this study we have used some data analysis tools to analyze the collected data which were collected through survey method and discovered that evaluation of cost of poor quality will help to implement appropriate quality policy which minimize the cost and helps to reach the standard of the customer. Prof. Lakshminarayana. N | Kusuma. P ""Impact of Cost of Quality on Total Quality Management in Garment Industry"" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-4 , June 2019, URL: https://www.ijtsrd.com/papers/ijtsrd23857.pdf
Paper URL: https://www.ijtsrd.com/management/strategic-management/23857/impact-of-cost-of-quality-on-total-quality-management-in-garment-industry/prof-lakshminarayana-n
Implementing total quality management to improve facilitiesLaukik Raut
This research work aims to understand Total Quality Management concepts and evaluating the extent of TQM
implementation in Mechanical Engineering Department through student feedback survey.
In keeping with the newer demands that have been placed on the self financed educational system by the various
stakeholders, the technical educational system in particular, has been pressured to shift its focus from one in
quantitative expansion to one with emphasis on quality. Growth and survival of these institutes is fully
depending on their competitive working style, opinions of their customers/students about their performance, and
contribution to economic growth. It is being increasingly recognized that high quality of products and services
are associated with customer satisfaction and they are the key points for survival for any organization whether
educational or otherwise. Not oblivious to the need for adaptation to serve the interests of its stakeholders, in
terms of greater responsiveness, the educational system has begun to realize the significance of total quality
management (TQM) in education.
The importance of quality practices has considerably increased over the last years, on both a
practical and theoretical level. In competitive and global business environment, companies should create a need
for managers in manufacturing sector to effectively and continually improve quality, capability and process
efficiency. This paper presents the findings from the survey on the current status of measurement system on
CSR capability by using SQC and DMAIC method (Define-Measure-Analyze, Improve and Control) in fulfilled
the standard of quality product in home industries based. Case study was one of growth home industries
supported by CSR of PT. Pertamina Gas (Pertagas) in Prabumulih, South Sumatera. The chosen of industry as
they contribute in absorption of local content raw materials produce by using the vacant land along the yard.
The aims are to determine whether the essential quality measurement such as SQC snf DMAIC as have a
significant contribution to reduce the production reject and increasing the utility of raw material from local
content and develop the value added in the future. This paper outlines the results of the research conducted on
the industries under CSR programme, it was found that the CSR program by Pertagas was effective in reducing
product reject and give good contribution in spread the local product into the market, either local and national
area as shown by ANOVA test. The main finding from the study proved that suitable program of CSR was give
positive contribution on quality improvement.
Effect of TQM Practices on Quality Performance through Operating Performance ...IRJET Journal
This study examines the relationship between Total Quality Management (TQM) practices and quality performance through operating performance in Indian manufacturing organizations. The study identified 13 key TQM practices based on literature and measured their impact on operating performance and quality performance. Survey data was collected from Indian manufacturing firms and analyzed using structural equation modeling. The results showed that TQM practices have a positive and significant effect on quality performance through their impact on operating performance. Specifically, practices like knowledge management, continuous improvement, and customer focus were found to contribute more to quality performance by improving operating performance in these organizations.
Roles of TQM and BPR in organizational change strategies- Case StudyAditya Deshpande
here TQM and BPR are explained and case study is given showing their role in organizational strategies.
Results of case study are also discussed.
Do like, Share and Comment.
Aditya Deshpande
deshadi805@gmail.com
TQM is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. The goal is customer satisfaction.
Total Quality Management (TQM) is defined as an organization's culture that is focused on constantly attaining customer satisfaction through an integrated system. This involves continuous improvement of processes to produce high quality products and services. The key elements of TQM include leadership, employee involvement, process excellence, customer focus, continuous improvement, and conformance to design specifications. TQM aims to transform an organization's culture from one focused internally to one focused externally on customers.
Total Quality Management (TQM) is a continual process that aims to improve quality in manufacturing by reducing errors, streamlining supply chains, improving customer experience, and ensuring well-trained employees. It holds all parties accountable for quality and was developed by William Deming, influencing Japanese manufacturing. TQM focuses on internal guidelines and process standards to reduce errors, while the related Six Sigma method focuses on reducing defects.
Quality management and performance a reviewiaemedu
This document summarizes a research paper on quality management and performance. The paper reviews 120 other research papers on topics related to total quality management (TQM). Some key points:
1. TQM aims to continuously improve processes and management through techniques like statistical process control and employee involvement to increase customer satisfaction.
2. Successful TQM implementation depends on factors like leadership support, organizational culture, human resource management, and supply chain management.
3. The paper finds gaps in existing research on TQM's effectiveness and impact on organizational performance that could be explored further.
Quality management and performance a reviewiaemedu
This document summarizes a research paper on quality management and performance. The paper reviews 120 other research papers on topics related to total quality management (TQM). Some key points:
1. TQM aims to continuously improve processes and management through techniques like statistical process control and employee involvement to increase customer satisfaction.
2. Successful TQM implementation depends on factors like leadership support, organizational culture, human resource management, and supply chain management.
3. The paper finds gaps in existing research on TQM's effectiveness and impact on organizational performance that could be explored further.
Total Quality Management (TQM): Definition, elements, philosophies, B.Pha...snigdharanibehera
The document discusses Total Quality Management (TQM), defining it as a set of management practices to ensure an organization consistently meets or exceeds customer requirements. It describes TQM's key elements like quality planning, control, assurance and improvement. The philosophies behind TQM from thinkers like Deming, Juran, Feigenbaum and Crosby are also summarized, including Deming's 14 points and Crosby's 14 steps to quality. The foundations, components and objectives of TQM are defined in the document.
Determinants of Supply Chain Performance of Indian Manufacturing OrganizationsWaqas Tariq
This paper aims at proposing various determinants of supply chain performance of Indian manufacturing organizations. The determinants are summarized based on extensive literature review of empirical research articles on supply chain management (SCM) and performance measurement approaches. This study is a part of a larger research project exploring SC related practices. A critical analysis is carried out so as to identify research gaps in context of performance measurement of supply chains, as well as to propose directions for future research. A conceptual model is also proposed. Critical investigation of selected articles led to an idea that there can be significant effect of selected variables on SC Performance. It is to be seen that how various parameters, taken from the literature review, affect SC performance and ultimately contributing to its competitiveness. The various parameters like supplier-buyer relations, external supply chain, environmental factors, human metrics, information sharing and performance measurement approaches are taken in a single study in the context of Indian manufacturing organizations. Based on a pilot study with sample size of 100, empirical tests resulted in reduction of items. Based on the obtained results, the organizations can enhance the SCM performance by improving the current practices/strategies through focusing on the determinants that significantly influence SCM performance. Further research can be carried out by using data of various supply chains of other sectors and industries of India to generalize the research.
A STUDY ON THE RELATIONSHIP AMONG SUPPLY CHAIN MANAGEMENT COMPONENTS, SUPPLY ...Dr.Ganeshkumar C
This document outlines a study on the relationship between supply chain management components, supply chain performance, and organizational performance of manufacturing industries in Puducherry, India. The study aims to understand the impact of important supply chain management components on supply chain performance and organizational performance. It reviews literature on related topics and identifies variables and constructs such as supply chain concerns, competence, practices, and performance. The methodology section outlines how data will be collected and analyzed through statistical tools to test hypotheses and relationships between variables. The findings will provide insights on how supply chain management can impact performance.
This document summarizes research on implementing total quality management (TQM) in small and medium-sized organizations. The research studied three companies that implemented TQM through training, communication strategies, and quality monitoring processes. The findings showed improvements in administrative procedures, product quality, and cost effectiveness. However, areas like team building, continual improvement, and technical training were still weak. Effective management support, communication, and training were found to be important for successful TQM implementation.
Research Inventy : International Journal of Engineering and Science is published by the group of young academic and industrial researchers with 12 Issues per year. It is an online as well as print version open access journal that provides rapid publication (monthly) of articles in all areas of the subject such as: civil, mechanical, chemical, electronic and computer engineering as well as production and information technology. The Journal welcomes the submission of manuscripts that meet the general criteria of significance and scientific excellence. Papers will be published by rapid process within 20 days after acceptance and peer review process takes only 7 days. All articles published in Research Inventy will be peer-reviewed.
Total quality management practices in construction companies keralaIAEME Publication
This document summarizes a study on total quality management (TQM) practices in construction companies in Kerala, India. The study aims to identify current TQM practices, the effectiveness of TQM implementation, and problems related to TQM implementation. A questionnaire was distributed to 35 large and medium construction companies in Kerala. The results identified challenges to TQM implementation including a lack of management commitment and understanding of TQM principles. Overall, the study found that while construction companies recognize the benefits of TQM such as improved quality and customer satisfaction, more efforts are needed to effectively implement TQM practices.
This document discusses the importance of Total Quality Management (TQM) for Enterprise Resource Planning. It begins by outlining the 12-step research process used. It then discusses how TQM focuses on continuous improvement, customer focus, systematic operations improvement, and long-term thinking. The history and evolution of TQM approaches from Deming, Juran, and Crosby are summarized. Critical success factors, quality control tools, and issues regarding TQM strategy implementation are also highlighted. The conclusion emphasizes that effective TQM reduces costs, improves processes, and facilitates organizational change and transformation towards business excellence.
This document outlines the key aspects of a course on Total Quality Management (TQM). It discusses the course objectives, which are to understand TQM concepts and principles, apply statistical quality control, understand ISO certification, and apply quality concepts to maximize customer satisfaction. The document then describes the course outcomes, which are to understand TQM, illustrate TQM principles, solve quality problems using statistical process control, understand quality methodologies, and illustrate quality systems features. It proceeds to outline the topics that will be covered in each unit of the course.
This document discusses quality management using Six Sigma. It provides an overview of Six Sigma and explains the DMAIC (Define, Measure, Analyze, Improve, Control) methodology. It also presents an example from the author's workplace in software engineering to illustrate applying the DMAIC process. Six Sigma aims to reduce defects in processes by identifying and eliminating root causes of defects. The goal is to get as close to zero defects as possible.
Running Head SERVICE QUALITY IMPROVEMENT .docxtoltonkendal
Running Head: SERVICE QUALITY IMPROVEMENT 1
Service Quality Improvement
Ryan Magana
BUS 642 Business Research Methods & Tools
Ashish Godbole
January 15, 2018
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SERVICE QUALITY IMPROVEMENT 2
Service Quality Improvement
Introduction
Service quality management plays critical roles in the general management and the overall
success of the business organizations. Provision of customer-centered services is at the heart of
satisfaction of the business customers which has positive impact on the profitability of the
business enterprise. Due to the current dynamics in the market demands, customers’ tastes and
preferences form the basis under which the provision of services should be anchored on. In other
words, service quality management aims at aligning the organization goals and the satisfaction of
the customers in the long-run profitability and sustainability. Therefore, this research paper will
discuss how business enterprises can put in place measures that help in the enhancement of
quality management systems (Goetsch & Davis , 2014).
Background Information
Quality management is one of the most common organizational philosophy that functions
to promote the long-term success and sustainability of an organization as a result of customer
satisfaction. This is only possible through the establishment of effective quality management
systems as well as processes which are able to continuously improve the quality and economic
values of goods and services provided by the business enterprise (Goetsch & Davis , 2014).
Additionally, the quality management also significantly improve customer experience as far as
the provision of goods and services are concerned. This is particularly important in maintaining
brand loyalty. Similarly, the improvement of customer experience also helps in countering the
impact of stiff competition from the rival firms. Normally, the formation of processes for
successful quality improvement in an enterprise is focused on: continuous improvement,
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SERVICE QUALITY IMPROVEMENT 3
managerial involvement, customer satisfaction, measurability and recording of quality, and
organizational support (Goetsch & Davis , 2014).
The Management Dilemma
The most common form of ethical dilemma facing the management of most business
enterprises; is the decision to choose between provision of high quality goods and services and
the incurring increased spending on quality improvements. There has been constant challenge
resulting from spending more on quality improvement such as liquidity cr ...
Deals in detail about total quality management (TQM) in all aspects of industries to be followed for optimum quality production and human resource management.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
A Critical Assessment Of Quality Assurance Practices In Mobile Telecommunicat...Karla Adamson
This document summarizes a case study on quality assurance practices in a mobile telecommunications company. The study aims to determine how quality assurance impacts the company's performance and ability to face market competition. It uses the Malcolm Baldridge National Quality Award framework to measure organizational performance. Data was collected through surveys of 102 employees. The results found a positive correlation between quality assurance practices and improved organizational performance. Implementing quality practices like clear goals, training, and a focus on customers and employees helped the company enhance performance and meet market challenges.
Total Quality Management (TQM) is an approach that seeks to improve quality and customer satisfaction by integrating quality functions throughout a company. It evolved from quality inspection methods developed during World War I to minimize production failures. Key TQM principles include executive leadership, training, customer focus, data-driven decision making, continuous improvement, and employee involvement. Implementing TQM involves costs for prevention, appraisal, and failures, but these are typically outweighed by the costs of poor quality. A survey of Indian automotive suppliers found low understanding and implementation of TQM, with a 12.4% response rate that is consistent with other Indian surveys.
Total Quality Management (TQM) is a management approach focused on continuously improving processes and meeting customer needs. The document defines TQM and outlines its key principles, including management commitment, employee empowerment, continuous improvement, customer focus, and fact-based decision making. It also discusses essential requirements for successful TQM implementation such as establishing a quality culture, continuous improvement mindset, and customer focus. A case study example is provided on implementing TQM at a machinery manufacturing firm in China. Weak areas identified included lack of leadership empowerment and supplier quality management, as well as an unclear long-term vision statement.
Total Quality Management (TQM) is a management approach focused on customer satisfaction through continual improvement involving all employees. It uses strategies like process-centered thinking, fact-based decision making, and strategic planning to integrate quality into the organization's culture. The primary elements of TQM include having a customer focus, total employee involvement, a process-centered view, an integrated system, and a strategic and systematic approach to continual improvement. Organizations can implement TQM using approaches like focusing on key elements, following quality gurus, modeling successful organizations, adopting Japanese quality methods, or using quality award criteria.
1) The study examined the relationship between total quality management (TQM) practices and firm performance. It hypothesized that various TQM factors such as leadership, knowledge management, and customer focus would be positively related to performance outcomes.
2) The results found that TQM practices overall improve firm performance across operational, customer, and financial measures. Different TQM factors significantly impacted different performance dimensions.
3) The study provides implications for managers on implementing TQM to improve sustainability and guidance on addressing barriers to effective TQM practices. It also highlights limitations around subjective performance measures and potential response bias.
The document provides an overview of Total Quality Management (TQM), including its definition, history, categories, principles, elements, and importance in industries. TQM aims to satisfy customer needs, enable employee problem-solving, eliminate waste, prevent defects, pursue continuous improvement, and ensure safety. It originated from ideas developed in the 1920s-1950s and was further advanced in Japan. TQM focuses on quality in all aspects of an organization through a customer-centric approach, employee involvement, and continuous improvement processes. Key elements include ethics, integrity, trust, training, teamwork, leadership, recognition, and communication.
This document provides an overview of Total Quality Management (TQM), including its definition, history, categories, principles, elements, and importance in industries. TQM refers to satisfying customer needs, enabling employees to solve problems, eliminating waste, and preventing defects through continuous improvement and ensuring safety. The history of TQM traces back to the 1920s with the development of statistical analysis methods and Deming's work teaching quality control techniques to Japanese businesses in the 1950s. TQM follows the PDCA cycle of planning, doing, checking, and acting. Its principles include a focus on customers, employee involvement, a process-centered approach, and continuous improvement. Key elements that enable successful TQM implementation are ethics, integrity, trust, training
IJRET : International Journal of Research in Engineering and Technology is an international peer reviewed, online journal published by eSAT Publishing House for the enhancement of research in various disciplines of Engineering and Technology. The aim and scope of the journal is to provide an academic medium and an important reference for the advancement and dissemination of research results that support high-level learning, teaching and research in the fields of Engineering and Technology. We bring together Scientists, Academician, Field Engineers, Scholars and Students of related fields of Engineering and Technology
Total Quality Management (TQM) uses customer feedback to continually improve products and processes. The International Organization for Standardization (ISO) provides quality management standards. Companies must pass internal and external audits to become ISO certified. Implementing TQM and ISO can improve organizational effectiveness through a focus on customer needs and internal process improvements. However, companies may face challenges with time, costs, and changing organizational culture to fully adopt these approaches.
This document provides an overview of Total Quality Management (TQM) in the pharmaceutical industry. It defines TQM as an integrated organizational effort to improve quality at every level. The key principles of TQM include a focus on customers, employee involvement, a process-centered approach, continuous improvement, and fact-based decision making. TQM requires strategic commitment from leadership and the involvement of employees. It also relies on training, teamwork, communication, and recognition. Implementing TQM can help pharmaceutical companies improve their reputation, increase employee morale, and lower costs by reducing defects.
Critical success factors of Total Quality Management implementation in Indian...IRJET Journal
This document discusses a study on the critical success factors of implementing Total Quality Management (TQM) in the Indian iron and steel industries. The study aims to investigate TQM practices in steel production and determine their impact on performance. A questionnaire will be distributed to quality management and engineering professionals to collect their opinions on the overall impact of Quality Management System implementation on various business performance factors. The literature review reveals that while some studies found TQM implementation improved efficiency, productivity and performance, other research found inconsistent or conflicting results. The objective is to explore the relationship between quality management practices and organizational performance in manufacturing by developing a framework of critical success factors.
Basic concepts of Total Quality Managementmangadynasty5
Total Quality Management (TQM) is a comprehensive
management philosophy and approach that focuses on
continuous improvement, customer satisfaction, and employee
involvement in all aspects of an organization. It is a systematic
way of managing the entire organization to enhance the quality
of products, services, and processes. TQM emphasizes a
proactive approach to quality, aiming for excellence in every
facet of the business.
Similar to International Journal of Engineering Research and Development (IJERD) (20)
A Novel Method for Prevention of Bandwidth Distributed Denial of Service AttacksIJERD Editor
Distributed Denial of Service (DDoS) Attacks became a massive threat to the Internet. Traditional
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Hearing loss is one of the most common human impairments. It is estimated that by year 2015 more
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Gold prospecting using Remote Sensing ‘A case study of Sudan’IJERD Editor
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Reducing Corrosion Rate by Welding DesignIJERD Editor
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Active Power Exchange in Distributed Power-Flow Controller (DPFC) At Third Ha...IJERD Editor
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Hardware Analysis of Resonant Frequency Converter Using Isolated Circuits And...IJERD Editor
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Simulated Analysis of Resonant Frequency Converter Using Different Tank Circu...IJERD Editor
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LCC resonant converter it is associated with a disadvantage that, though it has two resonant frequencies, the
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working at this resonant frequency. LLC resonant converter existed for a very long time but because of
unknown characteristic of this converter it was used as a series resonant converter with basically a passive
(resistive) load. . Here, it was designed to operate in switching frequency higher than resonant frequency of the
series resonant tank of Lr and Cr converter acts very similar to Series Resonant Converter. The benefit of LLC
resonant converter is narrow switching frequency range with light load[6] . Basically, the control ckt plays a
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International Journal of Engineering Research and Development (IJERD)
1. International Journal of Engineering Research and Development
e-ISSN: 2278-067X, p-ISSN: 2278-800X, www.ijerd.com
Volume 8, Issue 3 (August 2013), PP. 07-13
7
Empirical Research on TQM Practices of Organizations –
Development and Validation of Critical Factors &
Comparison of Manufacturing and Service Organizations
Anu P.Anil1
, Dr.Satish K.P2
1
M Tech student, 2
Associate Professor, 1,2,
Department of Production Engineering, Government Engineering
College Thrissur, Thrissur, India-680 009
Abstract:- Total Quality Management (TQM) is an integrative management philosophy aimed at continuously
improving the quality of products and processes to achieve customer satisfaction. The objective of this paper is
to describe an empirical research on the development of a tool to measure the quality management in different
organizations. It provides empirical evidence on top management’s awareness and understanding of the quality
management and its role towards business survival and competitiveness. Through a detailed analysis of
literature, this paper identifies thirteen critical factors of quality management .Using a survey of twenty
organizations, the critical factors are empirically tested and validated. SPSS is used for this purpose. This
provides reliable and valid critical factors of total quality management and develops a measurement instrument
for evaluating the TQM implementation process and to target improvement areas. In this paper, we compare the
quality management practices between Indian manufacturing and service organizations based on the survey of
104 organizations by using non parametric test. The results presented here are focused on thirteen critical factors
of quality management. The study shows significant differences between manufacturing and service
organizations with manufacturing organizations performing better in quality management practices.
Opportunities for improving quality management practices in Indian service organizations were identified.
Keywords:- Total quality management (TQM), Reliability,Validity,Internal consistency method, Factor
analysis, Multitrait multimethod matrix (MTMM),Mann Whitney U Test,Non parametric test .
I. INTRODUCTION
Total quality management (TQM) allows firms to obtain, on the one hand, a high degree of
differentiation, satisfying customer’s needs and strengthening brand image, and on the other, to reduce costs by
preventing mistakes and waste of time and by making improvements in the corporation's processes. In this
respect, both researchers and managers have been interested in studying quality management, and identified a
number of elements for a successful implementation. Thus, various studies have been carried out for the
identification of those critical factors ensuring its success, as a way to develop a theory of quality management
from three different areas: contributions from quality leaders (Crosby, 1979; Deming, 1982;
Ishikawa,1985;Juran, 1988; Feigenbaum, 1991), formal evaluation models (European Quality Award, Malcolm
Baldrige National Quality Award, The Deming Award) and empirical research (Saraph, Benson and Schroeder,
1989; Flynn, Schroeder and Sakakibaru, 1994; Badri, Davis and Davis, 1995; Ahire, Golhar and Waller, 1996;
Black and Porter, 1996; Grandzol and Gershon, 1998; Quazi et al., 1998) [2].
Thus, managers need to understand what elements are necessary in order to change a firm’s culture
towards a quality culture. Starting from a review of these studies, the purpose of this paper is to contribute to:
a) identify critical factors of total quality management b) developing measures for change towards a quality
culture c) testing these measures for reliability and validity using data collected from different organizations by
using a suitable questionnaire and d) evaluate the performance of manufacturing and service organizations.
Global competition and increasingly sophisticated and demanding customers are two important factors
that are driving organizations around the world to create, develop and sustain higher levels of quality. In this
study the similarities and differences of quality management practices of manufacturing and service sectors
were analyzed. The experience and strength in the quality management of the manufacturing sector can prove to
be valuable to improve quality management in the service sector.
II. CRITICAL FACTORS OF QUALITY MANAGEMENT
The companies should develop a number of TQM constructs in an integrated way for successful quality
management implementation. The theory of quality management has been studied from different areas: quality
leaders' ideas, empirical research and formal evaluation models. This has helped to identify a set of critical
factors for a successful implementation, as a way to improve customer satisfaction and performance. Through a
2. Empirical Research on TQM Practices of Organizations
8
detailed analysis of literature, this paper identifies thirteen critical factors with eighty five items for the
successful implementation of TQM.
Table I: Critical Factors of Quality Management
Critical
Factors
Significance of Critical Factors
Leadership and
top
management
commitment
Management’s commitment to quality through communication and motivation of
employees. The behavioural patterns which show senior management’s personal
involvement in the quality improvement process, acceptance of responsibility for
quality performance, visibility in developing and maintaining an environment of
organizational quality excellence and sharing the vision and quality goals with the
entire company.
Customer focus Increasing contacts between the organization and customers, identifying their
requirements, assessing their satisfaction and supporting activities improving
customer satisfaction.
Supplier quality
management
Relation with suppliers in order to find the quality specifications demanded by the
firm.
Continuous
improvement
Indicates whether the firm has created an organizational structure (quality committee,
a person in charge of quality and work teams) responsible for this improvement by
identifying actions through information management.
Employee
involvement
Employees, if they fully participate in quality improvement activities, will acquire
new knowledge; realize the benefits of the quality disciplines; and obtain a sense of
accomplishment by solving quality problems. Cross-functional quality improvement
teams and quality circles, along with an appropriate evaluation and reward system for
quality improvement projects, are helpful for improving quality Employees should be
encouraged to submit suggestions and ideas for quality improvement.
Rewards and
recognition
Companies must develop formal systems to encourage, track, evaluate, reward and
recognize the individual or team effort for quality enhancement and improved
customer satisfaction. Employees should be made aware of the reward and penalty
system.
Education and
training
Measures whether the firm shows an interest in employees learning about all the basic
aspects of the firm and its business by encouraging continuous learning. It should also
include training in problem-solving and teamwork.
Strategic quality
planning
The integration of quality management and customer satisfaction in the organizational
strategic and operational plans, the organization’s long-term quality vision, and the
deployment and understanding of quality goals and policy within the organization
Process
management
Reflects how the organization controls and improves its processes by setting quality
measures (level of customer satisfaction, quality cost).
Product
innovation
Customer requirements should be thoroughly considered for product innovation.
Approaches such as quality function deployment, and experimental design help
companies translate customer requirements into action by cross functional product
innovation teams.
Quality
information and
analysis
The availability of quality-related data, timeliness of quality-related data, and the
usage of quality-related data at all levels in the organization
Quality
assurance
Sound procedures for design and introduction of new or improved products and
services. Design of process that meets and exceeds product/service quality
requirements. Error and failure prevention activities along the value-added chain.
Quality
citizenship
Consideration for public health, safety, and environmental issues as company’s
responsibility. Extension of company’s quality leadership to the external community.
3. Empirical Research on TQM Practices of Organizations
9
III. DEVELOPMENT AND VALIDATION OF CRITICAL FACTOR USING PILOT
STUDY
Based on a review of TQM literature and expert opinions, thirteen TQM critical factors were identified.
A detailed questionnaire was developed with the items for thirteen TQM factors along with the questions on
quality performance and information about the respondents. The questionnaire was then sent to randomly
selected manufacturing and service organizations in India. Based on the data from the survey, reliability and
validity of the questionnaire was determined. Internal consistency analysis was done to ensure the reliability of
the constructs. Content validity and construct validity were evaluated statistically to ensure that the set of
measures correctly represents the constructs, and the degree to which they are free from any systematic or non-
random error.
A. Data Collection
In order to achieve the objective different manufacturing and service organizations working in India
was considered as the population. While the database was being selected, a questionnaire was designed meeting
the objectives that had been set. Based on the review of literature thirteen critical factors were identified, but it
can’t measure directly. So to measure how the TQM is implemented in organizations indirectly a questionnaire
was developed with 101 items covering different factors. Following the methodology adopted in similar studies
(Ahire et al., 1996), a seven-point likert scale was used for all items to ensure higher statistical variability among
survey responses. Items of all the constructs were measured as: 1 – strongly disagree, 2 – disagree, 3 –
somewhat disagree, 4 – neutral, 5 – somewhat agree, 6 – agree, 7 – strongly agree [3]. Experts on the subject
were consulted, to ensure that the questions were properly phrased, and the suitability of the questionnaire was
tested on a sample of firms. The process of developing the questionnaire finished with a pilot survey, which was
used to modify and eliminate a number of variables, until the final questionnaire was designed. Finally the
questionnaire was developed with eighty five items covering domains of each factor. The data collected from
twenty different organizations were used to test the reliability and validity of tool developed. The data were
collected by means of personnel interview and based on a closed questionnaire plus a set of open questions to
clarify certain points. The questionnaire was answered by employees who have thorough knowledge about the
quality practices implemented in the organization.
B. Reliability
Reliability is the ability of the instrument to measure consistently. As the internal consistency method
is the most general form of reliability estimation (Nunnally, 1978), it has been used in this study. The internal
consistency method assesses the equivalence, homogeneity and inter-correlation of the items used in a measure.
The most popular test within the internal consistency method is the Cronbach’s coefficient α (Nunnally, 1978;
Cronbach, 1951). Cronbach’s α computes internal consistency reliability among a group of items combined to
form a single scale. It can also be computed for any subset of items. Nunnally (1978) advocates that new
developed measures can be accepted with Cronbach’s α of more than 0.60, otherwise 0.70 should be the
threshold. The measure with Cronbach’s α 0.80 or more is significant and reliable [3]. For this purpose, the
reliability for each set of items of the thirteen critical factors of TQM is calculated by using SPSS.Table 2
summarizes the Cronbach’s α for individual critical factors. The Cronbach’s α for the thirteen critical factors
ranged from 0.9511 to 0.9908 indicating a high reliability of the instrument.
Table II: Internal Consistency Method (Cronbach's Alpha (α)) Using SPSS
Factor No: of Items Cronbach's
Alpha (α)
Leadership and top management commitment 7 .9707
Customer focus 7 .9917
Supplier quality management 5 .9511
Continuous improvement 7 .9609
Employees involvement 8 .9777
Rewards and recognition 4 .9700
Education and training 9 .9908
Strategic quality management 7 .9633
Process management 7 .9693
Product innovation 5 .9612
Quality information and analysis 6 .9674
Quality assurance 7 .9807
Quality citizenship 6 .9646
4. Empirical Research on TQM Practices of Organizations
10
C. Validity
The validity of a measure is defined as the extent to which a construct or a set of measures correctly
represents the concept of study, and the degree to which it is free from any systematic or non-random error.
Validity is concerned with how well the concept is defined by the measure(s), whereas reliability relates to the
consistency of the measure(s).
Content validity: A measure has content validity if there is a general agreement among the subjects and
researchers that the instrument has measurement items that cover all aspects of the variable being measured. The
thirteen critical factors for measuring TQM implementation should have content validity, as the measurement
items were developed based on both an extensive review of the literature and detailed evaluations by
academicians and practicing managers. Moreover, the pre-test subjects indicated that the content of each critical
factor was well represented by the measurement items employed.
Construct validity. A measure has construct validity, if it measures the theoretical constructs that it was
intended to measure. Factor analysis can be used for evaluating construct validity. Factor analysis helps to
analyse the interrelationships among a large number of variables and explains these variables in terms of their
common underlying dimensions (constructs). It also helps reduce data that do not correlate with any of the
underlying dimensions. This measurement is calculated through a factor analysis for each of the thirteen factors.
In this analysis, each factor must be one dimensional. Hence the developed tool is found to be valid. The
summary of factor analysis of each measure is shown in Table III.
Table III: Summary of Factor Analysis for Each Measure
Construct KMO
Item
Loading
Range for
Factor 1
Eigen
Value
Percentage
Variance
Explained by
Factor 1
Leadership and top management commitment .617 .82-.97 6.037 86.239
Customer focus .799 .95-.99 6.670 95.288
Supplier quality management .805 .89-.96 4.189 83.786
Continuous improvement .766 .80-.95 5.706 81.518
Employee involvement .796 86-.97 6.969 87.107
Rewards and recognition .853 .93-.97 3.677 91.924
Education and training .784 .95-.97 8.394 93.271
Strategic quality planning .909 .69-.97 5.992 85.605
Process management .767 .81-.98 6.059 86.559
Product innovation .722 .89-.97 4.350 86.999
Quality information and analysis .704 .89-.97 5.220 87.002
Quality assurance .715 .91-.97 6.289 89.838
Quality citizenship .668 .85-.96 5.131 85.516
The construct validity is also determined by using multitrait multimethod matrix (MTMM). Multitrait
multimethod matrix analysis allows us to detangle correlations between instruments due to similarity of test
methods form and similarities due to tapping the same attribute. The MTMM is simply a matrix or table of
correlations arranged to facilitate the interpretation of the assessment of construct validity. The basic principle
of MTMM matrix is coefficients in the reliability diagonal should consistently be the highest in the matrix. The
intra attribute correlation (correlation between the items of same attributes) are to be higher than the inter
attribute correlation (correlation between the items of different attributes). The average inter attribute and intra
attribute correlations are given in Table IV.
Table IV: Average Inter Attribute and Intra Attribute Correlations
Critical Factor Intra Attribute
Correlation
Inter
Attribute
Correlation
Leadership and top management commitment 0.843 0.697
Customer focus 0.922 0.700
Supplier quality management 0.866 0.586
Continuous improvement 0.831 0.640
Employee involvement 0.892 0.729
5. Empirical Research on TQM Practices of Organizations
11
Rewards and recognition 0.926 0.703
Education and training 0.929 0.581
Strategic quality planning 0.869 0.593
Process management 0.876 0.704
Product innovation 0.891 0.460
Quality information and analysis 0.887 0.689
Quality assurance 0.908 0.734
Quality citizenship 0.873 0.671
IV. ANALYSIS OF QUALITY MANAGEMENT PRACTICES OF MANUFACTURING
AND SERVICE ORGANIZATIONS
The final reliable and valid questionnaire was used to collect data from different organizations in India
to analyze the quality management practices. Based on the survey of 104 organizations, the quality management
practices were evaluated using non parametric test.
Fig.1: Manufacturing and Service Organizations
A. Non parametric test
A non-parametric statistical test is a test whose model does NOT specify conditions about the
parameters of the population from which the sample was drawn. It does not require measurement so strong as
that required for the parametric tests. Most non-parametric tests apply to data in an ordinal scale, and some
apply to data in nominal scale. In this study, we compare the quality performance of manufacturing and service
sectors. The Mann-Whitney U test or Mann-Whitney-Wilcoxon rank sum test is used to evaluate the significant
differences between two independent groups. The Mann-Whitney U test or Mann-Whitney-Wilcoxon evaluates
whether the medians on a test variable differ significantly between two groups. To conduct the Mann-Whitney
U test, each case must have scores on two variables, the grouping variable (independent or categorical variable)
and the test variable (dependent or quantitative variable). The grouping variable divides cases into two groups or
categories, and the test variable assesses individuals on a variable with at least an ordinal scale. Unlike its
parametric counterpart, the t test for two samples, this method does not assume that the differences between the
samples have normality distributed, or that the variances of the two populations are equal. In this study the null
hypothesis of Mann Whitney U test is that both manufacturing and service sectors have same quality
management practices. If the asymptotic significance is less than or equal to the significance level, then there is
significant differences between quality management practices of manufacturing and service organizations. The
result of this test is shown in Table V.
Table V: Mann Whitney U Test
Critical factor Mann Whitney U Asymptotic
Significance
Leadership and top management commitment 1305.0 0.918
Customer focus 918.0 0.004
Supplier quality management 846.0 0.001
Continuous improvement 1030.5 0.036
Employee involvement 1280.5 0.783
Rewards and recognition 1181.0 0.342
Education and training 1221.0 0.485
Strategic quality planning 1252.5 0.633
6. Empirical Research on TQM Practices of Organizations
12
Process management 1206.0 0.436
Product innovation 1117.5 0.169
Quality information and analysis 1275.5 0.761
Quality assurance 1236.5 0.564
Quality citizenship 978.5 0.019
According to Mann Whitney test, obtained a result that manufacturing organizations have better quality
practices in the following constructs.
a) Customer focus
The result show that manufacturing organizations excel over service organizations in the following
customer orientation features:
Building and maintaining relationship with customers to retain the customers and building their market
share.
Meeting the requirements and trying to exceed the expectations of customers in every life cycle of
product.
Determining satisfaction level of customer and compare it with the competitor and bench markers.
Following up with customers on the quality of product, customer support, after sales service to receive
immediate feedback.
Effectively making use of the voice of the customer data and information (including complaints) to
develop operational and strategic quality plan and for product innovation.
Adopting new strategies to improve company responsiveness to customer’s complaints
So the service companies need to adopt new strategies to improve company responsiveness to
customer’s complaints. One of the success factors in service sector is the ability to meet the customer
expectations and respond faster to customer complaints and concerns.
b) Supplier quality management
Manufacturing organizations ensure that supplier selected are qualified and positioned to enhance
performance and customer satisfaction and
Continuously evaluate supplier performance and discard poorly performing suppliers.
c) Continuous improvement
Manufacturing organizations identifies the importance of continuous improvement of all of its products,
processes and services.
By self assessment activities and creating an organizational structure, they identified areas and actions
for improvement through information management.
d) Quality citizenship
Manufacturing companies exhibiting higher levels of community involvement through quality, and
higher levels of responsibility for different social concerns than service companies.
They concerned about the impact on society due to the current and future product and process.
Pay attention to the workforce environment ,their safety
Government rules and regulations and certain safety standards are followed by manufacturing sectors.
Sustainable environment is also considered as factor in making their quality policies (including
optimum use of natural resources).
Service companies need to extend their quality leadership to their surrounding community. Companies
that are socially responsible for the impact they have in the community reinforce their quality image and build a
path for customer’s loyalty.
V. CONCLUSIONS
The research develops an empirically based instrument for measuring the TQM implementation in
different organizations in India. This study provides thirteen critical factors of TQM as a model allowing
managers to have a better understanding of quality management practices. By periodically using this model, it
may serve to evaluate a firm’s quality standards, finding those areas where improvement is necessary and,
therefore, planifying the quality management effort.
From the detailed analysis of comparison of individual items of the quality practices, we find that
service organizations can learn from the experience of top quality performers in the manufacturing sector. In this
study we found that manufacturing companies outperform service companies in almost all quality factors. That
manufacturing companies excel service organization shows that it takes time to develop both a strong quality
and a customer orientation culture successfully. However, service companies in India can accelerate their
quality implementation process and learning by benchmarking the quality practices of top quality manufacturing
companies.
7. Empirical Research on TQM Practices of Organizations
13
ACKNOWLEDGMENT
Gratitude goes to the employees of different organizations for their immense contribution towards this research.
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