This document discusses total quality management (TQM) implementation in higher education institutions. It reviews the literature on critical success factors for TQM implementation. The review focuses on implementations, impacts on organizational performance, and indicators that encourage TQM adoption. The findings suggest a conceptual model of TQM critical success factors and their impact on higher education institution performance. Non-implementation of TQM was sometimes due to institutions prioritizing funding over continuous improvement culture. Proper training can help address issues in the implementation process.
This study provides an in-depth understanding of how administrators perceive the purpose and value of the performance management systems in state Universities of Cameroon; how the administrator assess the effectiveness of current performance management processes in the department; the different dimensions of how administrators perceive the impact of academic managers on their work performance; the extent to which administrators respond to the process, measure and outcomes involved in operating the performance management system. The study also analyzes what administrators think is an effective performance management system in the state Universities. The research adopted a qualitative case study approach by selecting 12 administrators from 6 state Universities with varied backgrounds in terms of years of service, seniority and gender. Data were collected through in-depth, semi-structured interviews and documentary sources. Among the major findings were that the participants found the meaning and purposes of performance management ambiguous; and that the many different processes contained within the system were perceived as fragmenting and confusing in achieving the intended outcomes. Compounding the concern was the lack of dedicated and able academics to manage the process.
Rapid changes in education system throughout the world and the technological advancement; it required healthy competition to increase the Quality of Education quality. At the same time, the quality has to be prescribed by sufficient norms or standards. The implementation of quality systems is extremely important for school education that seeks their spot in the Economy. In Indian Education, quality need torefurbish into ISO standard, which are based on the principles of the Total Quality Management, but still many more improvement need to made. On the other hand, U.S and European countries attained their standard of quality in the education system achieve the ethnicity of quality education in their economies. This paper reviews the quality of education need to be made in the Indian Education Context and the states of the ISO standard is required in the country, or atleast in some States of us.
This study provides an in-depth understanding of how administrators perceive the purpose and value of the performance management systems in state Universities of Cameroon; how the administrator assess the effectiveness of current performance management processes in the department; the different dimensions of how administrators perceive the impact of academic managers on their work performance; the extent to which administrators respond to the process, measure and outcomes involved in operating the performance management system. The study also analyzes what administrators think is an effective performance management system in the state Universities. The research adopted a qualitative case study approach by selecting 12 administrators from 6 state Universities with varied backgrounds in terms of years of service, seniority and gender. Data were collected through in-depth, semi-structured interviews and documentary sources. Among the major findings were that the participants found the meaning and purposes of performance management ambiguous; and that the many different processes contained within the system were perceived as fragmenting and confusing in achieving the intended outcomes. Compounding the concern was the lack of dedicated and able academics to manage the process.
Rapid changes in education system throughout the world and the technological advancement; it required healthy competition to increase the Quality of Education quality. At the same time, the quality has to be prescribed by sufficient norms or standards. The implementation of quality systems is extremely important for school education that seeks their spot in the Economy. In Indian Education, quality need torefurbish into ISO standard, which are based on the principles of the Total Quality Management, but still many more improvement need to made. On the other hand, U.S and European countries attained their standard of quality in the education system achieve the ethnicity of quality education in their economies. This paper reviews the quality of education need to be made in the Indian Education Context and the states of the ISO standard is required in the country, or atleast in some States of us.
Recruitment Practices And Staff Performance In Public Universities: A Case St...QUESTJOURNAL
ABSTRACT: Recruitment, as a human resource management function, is one of the activities that impact most critically on the performance of any organization irrespective of its size and location. Public Universities, known to train professionals that exhibit transformative leadership and successfully run blue-chip companies have equally suffered from rampart industrial unrest and human resource malpractices across Kenya. Could it be a unique trend of organizational deviance that could be reflecting absence of a well executed staff recruitment practice? While it is understood and accepted that poor recruitment decisions continue to affect organizational performance and limit goal achievement, knowledge about this aspect in Public Universities remains scanty. The aim of this study was to address this gap by evaluating how recruitment practices affect performance of administrative staff in Public Universities using Masinde Muliro University of Science and Technology, Kenya as a case reference. A cross-sectional survey design was employed while sampling strategy was a blend of multiphase, stratified and purposive sampling. A sample size of 124 out of 1150 comprised mainly of administrative staff was used and that a questionnaire was the principal tool of data collection. Results were analyzed using frequency tables, mean, standard deviation and simple linear regression. The study found that a recruitment policy existed at Masinde Muliro University of Science and Technology, Kenya and that both external and internal recruitment practices were used to recruit employees at the University. However, it was noted that most of the university employees are recruited through media advert, internal advertisement, through transfers and promotions. The results of the regression indicated that recruitment practices are a significant predictor of employee performance, which was explained by 32% of variance and a moderate relationship captured by beta weight value of 0.57. On effectiveness of the recruitment policy, only 30% rated it as effective while 62% were indifferent and 8% rated it ineffective. The study concluded that although a significant relationship between recruitment practices and employee performance existed, it’s effectiveness and therefore positive impact on employee performance depended on employees’ positive perception and rating. It’s recommended that the Universities should avoid biasness in the recruitment process as this will negatively impact on employee performance.
HRM in Higher Education: The Need of the Houriosrjce
Education is today looked on as a business world over, including India and the competition is getting stiff. In this
competitive scenario management of human resources in universities is just as challenging as it is in any other organization.
Though almost all universities and affiliated institutions offer courses in human resource management and train their
students to manage large corporations, they are unable to manage their own human resources effectively. This is especially
so in India where higher education is still controlled by the public sector. Most universities do not have a separate
department dedicated to performing the HR functions. This paper outlines the development of HRM from an administrative
function to a strategic one and discusses the crucial role that it has to play in institutions of higher learning. It highlights the
need for a complete revamp of HR functions of recruitment, placement, training, appraisal, compensation and employee
relations. It argues that State funded universities need to restructure themselves to create this department so that specialized
people can be employed full-time to undertake crucial Human Resource functions. Such a department dedicated exclusively
to the functions of managing human resources can become strategic to an educational institution and become a source of
competitive advantage
Effect of Knowledge Management on Employee Retention in IT industry: Regressi...AkashSharma618775
Knowledge management (KM) is a tool that includes humans, processes and technology for managing
information and knowledge resources in an organization in order to keep in pace with the industrial
advancements. Knowledge management plays a key role in helping employees in performing their day to day
duties effectively. In addition to this it also has impact on certain lon term associations of employees with their
organization in terms of their survival and development there, which would have a major impact on Employee
Retention in the organizations. Thus studying the effect of Knowledge management on retention of employees in
organizations is very important in analyzing both the individual and organizational development, which would
have significant impact on the better development of the society.
A Study on Best Quality Practices at King Faisal University (KFU), Alhassa, S...IJAEMSJORNAL
This paper aims to examine the quality best practices in King Faisal University (KFU). The quality best practices issue has taken a huge consideration among different Saudi Arabian sectors. These sectors include education, manufacturing, government, private, healthcare, IT, service and non-profit organizations. This research concentrates and discusses the quality management in Saudi Arabian higher education system.The study is a specific reference to one of the well-known public university in Saudi Arabia i.e. KFU. The importance of conducting this research is to examine the quality best practices in KFU in terms of many aspects. These aspects include university in general, colleges, curriculum, employees, faculty members and students. Although some colleges attain academic accreditations, there is a lack of knowledge in terms of main quality best practices. The substantial expectation of this research is to eliminate the quality drawbacks in KFU. Another emphasis is to provide a number of recommendations to enhance the quality best practices in KFU.
Masters vs Job: Factors which Help Students to Decide between the TwoDr. Amarjeet Singh
The main idea of the study is to find out the factors that affect the key decision which results in choosing of one option between pursuing a master’s degree after college or going for placement after graduation. Researcher has collected data from 120 college going students and graduates. The data was accumulated using Google forms, it was analysed using Google’s analytical instruments. It was found out that students do not follow any trend to pursue their next goal but they decide upon factors which are directly or indirectly related to their personal lives and circumstances. Although most common answer recorded during the survey was that how some students do not want a break amidst their studies and on other hand some of them want to learn and gain practical experience.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
THE IMPACT OF KNOWLEDGE MANAGEMENT ON THE FUNCTION OF EMPLOYEE PERFORMANCE AP...IJMIT JOURNAL
The study aimed at identifying the impact of knowledge management on the function of employee performance appraisals (it is one of the most important functions of human resources management) in Jordanian industrial public shareholding companies, relying on the descriptive analytical approach. A questionnaire has been developed and distributed on individuals of the study sample consisting of managers of departments and sections of human resources in each company. The number of questionnaire retrieved and valid for statistical analysis (294) representing (86.5%) of the distributed questionnaires. In order to analyze the study sample, reliance was placed on descriptive statistics, represented in the
arithmetic means and standard deviations, in addition to the multiple linear regression analysis in hypothesis testing. The study reached a number of findings, most importantly, the presence of statistically significant impact at the level of (α=0.05) for the knowledge management including its dimensions (knowledge generation, knowledge storage, knowledge sharing, knowledge application) on the function of
employee performance appraisals in Jordanian industrial public shareholding companies. The study has recommended that the Jordanian industrial public shareholding companies should follow an efficient evaluationsystem capable of identifying the employees’ weaknesses
Analysis of Competitive Advantage in the perspective of Resources Based View.IOSR Journals
Conditions of competition between colleges service providers, both private and state, require leaders and college administrators to do everything possible in order to gain competitive advantage compared with other similar institutions. In the perspective of RBV attempt to gain competitive advantage through the utilization of internal resources of the organization consisting of tangible aspects, intangible aspects, as well as the capability aspects. So far, in the research of Competitive Advantage on RBV perspective, in the context of universities has not existed yet that combine the aspects of tangible, intangible, and capability in a research model to study. This study aims to analyze the effect of market orientation, HR Competencies and Territory Management in creating a competitive advantage, as well as its impact on organizational performance. The survey research is conducted at 142 Institutions of Higher Education of Muhammadiyah in Indonesia, represented by the head of each institutions. The research findings indicate that Competitive Advantage is significantly influenced by market orientation and HR (Human Resources) Competence. Meanwhile, HR Competency directly no significant effect on organization performance, but must be mediated by a Competitive Advantage. Meanwhile, the Territory Management can directly affect the performance of organizations, but has no effect on Competitive Advantage
Organizational Effectiveness of Naval State University: Proposed Institutiona...Dr. Amarjeet Singh
This research sought to study the organizational
effectiveness of Naval State University (NSU), Biliran,
Philippines. It was intended to answer the organizational
effectiveness of the delivery of service by the present
academic organizational set-up in terms of: Instruction,
Research, and Community Extension. The study used the
descriptive survey method through the aid of focus group
discussion and researcher-made guided questions as the
main instrument for data collection. There were items in
the instrument that were patterned from the accreditation
activities by the Accrediting Agency of Chartered Colleges
and Universities in the Philippines (AACUP). The
researcher tapped a third party who was an expert in
conducting focus group discussions. The expert researcher
who conducted the FGD was not connected with the Naval
State University to avoid any biases. The activity of FGD
was recorded with the consent of the key informants. The
key informants were the key officials of the university. And
they come up with only one answer in each item or
indicator. The data were recorded according to the
frequencies and corresponding percentage. After analyzing
and interpreting the processed data, the Organizational
Effectiveness of NSU in the areas of: Instruction, Research
and Community Extension were rated as very effective. But
some indicators were identified for needed improvements.
And the institutional capacity building as designed in the
study should be implemented accordingly.
Performance Appraisal of Human Resources in Anglo-Saxon Higher Education Inst...ijtsrd
Performance appraisal is one of the areas of human resources in educational administration which brings about school effectiveness. When school activities are well apprised and results communicated, corrections will be effected leading to school effectiveness. Thus, this article is intended at exploring Performance Appraisal of Human Resources in Anglo Saxon Higher Education Institutions in Cameroon. The implication is that performance appraisal of human resources can impact school effectiveness. data was collected from primary sources through the administration of interview to ten administrators and questionnaires to lecturers using the five point Likert scale format and close ended questionnaires to 375 lecturers. Two data analysis approaches were used for the study that is the qualitative and quantitative method. In all, despite these lapses with performance appraisal observed, all the lecturers 331 100 agreed that the basic purpose of performance appraisal is to facilitate orderly determination of an employee's worth to the organization of which he is a part and the first step in the process of performance appraisal is the setting up of the standards which will be used as the base to compare the actual performance of the employees. It was then recommended that future research on performance appraisal in the Anglo Saxon Higher Institutions in Cameroon studies should focus on leadership and the management of staff performance in institutions of higher learning. The research would focus on the style of leadership in an institution and how it influences the implementation of performance appraisal. Literature indicates that leadership provides vision and builds staff confidence to enable them to achieved targets. Leaders decide on appraisal policy, purpose and implementation procedures. Nforbi Shalotte Lem "Performance Appraisal of Human Resources in Anglo-Saxon Higher Education Institutions in Cameroon" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29593.pdfPaper URL: https://www.ijtsrd.com/humanities-and-the-arts/education/29593/performance-appraisal-of-human-resources-in-anglo-saxon-higher-education-institutions-in-cameroon/nforbi-shalotte-lem
Perceived service quality and student satisfaction in higher educationIOSR Journals
In higher education, students are the main customers of universities. As such, providing quality services and satisfying students’ needs as well as expectations are vital for universities to succeed from the increasing competitiveness of this industry. This research investigates the levels of student satisfaction and the relationship between student satisfaction and the quality of service being provided at the International Business School, UniversitiTeknologi Malaysia Kuala Lumpur. The results of this research indicated that almost the majority of students were satisfied with the quality of services offered at this university. Also, the findings showed that, the factors of facilities, advisory services, curriculum, and financial assistance and tuition costs have positive and significant impact on student satisfaction.
a research paper based on total quality implementation in manufacturing sectors of Saudi Arab.TO INVESTIGATE the current level of implementation of TQM & TO FIND THE BARRIERS in implementing TQM in manufacturing industries of the KSA. it POINTED OUT SOME BARRIERS and limitations.
We believe in process robustness, Team Building , Planning, Analysis , Check list , Implementation, Audit , course correction , Motivation & Celebration for sustenance of system !!
Recruitment Practices And Staff Performance In Public Universities: A Case St...QUESTJOURNAL
ABSTRACT: Recruitment, as a human resource management function, is one of the activities that impact most critically on the performance of any organization irrespective of its size and location. Public Universities, known to train professionals that exhibit transformative leadership and successfully run blue-chip companies have equally suffered from rampart industrial unrest and human resource malpractices across Kenya. Could it be a unique trend of organizational deviance that could be reflecting absence of a well executed staff recruitment practice? While it is understood and accepted that poor recruitment decisions continue to affect organizational performance and limit goal achievement, knowledge about this aspect in Public Universities remains scanty. The aim of this study was to address this gap by evaluating how recruitment practices affect performance of administrative staff in Public Universities using Masinde Muliro University of Science and Technology, Kenya as a case reference. A cross-sectional survey design was employed while sampling strategy was a blend of multiphase, stratified and purposive sampling. A sample size of 124 out of 1150 comprised mainly of administrative staff was used and that a questionnaire was the principal tool of data collection. Results were analyzed using frequency tables, mean, standard deviation and simple linear regression. The study found that a recruitment policy existed at Masinde Muliro University of Science and Technology, Kenya and that both external and internal recruitment practices were used to recruit employees at the University. However, it was noted that most of the university employees are recruited through media advert, internal advertisement, through transfers and promotions. The results of the regression indicated that recruitment practices are a significant predictor of employee performance, which was explained by 32% of variance and a moderate relationship captured by beta weight value of 0.57. On effectiveness of the recruitment policy, only 30% rated it as effective while 62% were indifferent and 8% rated it ineffective. The study concluded that although a significant relationship between recruitment practices and employee performance existed, it’s effectiveness and therefore positive impact on employee performance depended on employees’ positive perception and rating. It’s recommended that the Universities should avoid biasness in the recruitment process as this will negatively impact on employee performance.
HRM in Higher Education: The Need of the Houriosrjce
Education is today looked on as a business world over, including India and the competition is getting stiff. In this
competitive scenario management of human resources in universities is just as challenging as it is in any other organization.
Though almost all universities and affiliated institutions offer courses in human resource management and train their
students to manage large corporations, they are unable to manage their own human resources effectively. This is especially
so in India where higher education is still controlled by the public sector. Most universities do not have a separate
department dedicated to performing the HR functions. This paper outlines the development of HRM from an administrative
function to a strategic one and discusses the crucial role that it has to play in institutions of higher learning. It highlights the
need for a complete revamp of HR functions of recruitment, placement, training, appraisal, compensation and employee
relations. It argues that State funded universities need to restructure themselves to create this department so that specialized
people can be employed full-time to undertake crucial Human Resource functions. Such a department dedicated exclusively
to the functions of managing human resources can become strategic to an educational institution and become a source of
competitive advantage
Effect of Knowledge Management on Employee Retention in IT industry: Regressi...AkashSharma618775
Knowledge management (KM) is a tool that includes humans, processes and technology for managing
information and knowledge resources in an organization in order to keep in pace with the industrial
advancements. Knowledge management plays a key role in helping employees in performing their day to day
duties effectively. In addition to this it also has impact on certain lon term associations of employees with their
organization in terms of their survival and development there, which would have a major impact on Employee
Retention in the organizations. Thus studying the effect of Knowledge management on retention of employees in
organizations is very important in analyzing both the individual and organizational development, which would
have significant impact on the better development of the society.
A Study on Best Quality Practices at King Faisal University (KFU), Alhassa, S...IJAEMSJORNAL
This paper aims to examine the quality best practices in King Faisal University (KFU). The quality best practices issue has taken a huge consideration among different Saudi Arabian sectors. These sectors include education, manufacturing, government, private, healthcare, IT, service and non-profit organizations. This research concentrates and discusses the quality management in Saudi Arabian higher education system.The study is a specific reference to one of the well-known public university in Saudi Arabia i.e. KFU. The importance of conducting this research is to examine the quality best practices in KFU in terms of many aspects. These aspects include university in general, colleges, curriculum, employees, faculty members and students. Although some colleges attain academic accreditations, there is a lack of knowledge in terms of main quality best practices. The substantial expectation of this research is to eliminate the quality drawbacks in KFU. Another emphasis is to provide a number of recommendations to enhance the quality best practices in KFU.
Masters vs Job: Factors which Help Students to Decide between the TwoDr. Amarjeet Singh
The main idea of the study is to find out the factors that affect the key decision which results in choosing of one option between pursuing a master’s degree after college or going for placement after graduation. Researcher has collected data from 120 college going students and graduates. The data was accumulated using Google forms, it was analysed using Google’s analytical instruments. It was found out that students do not follow any trend to pursue their next goal but they decide upon factors which are directly or indirectly related to their personal lives and circumstances. Although most common answer recorded during the survey was that how some students do not want a break amidst their studies and on other hand some of them want to learn and gain practical experience.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
THE IMPACT OF KNOWLEDGE MANAGEMENT ON THE FUNCTION OF EMPLOYEE PERFORMANCE AP...IJMIT JOURNAL
The study aimed at identifying the impact of knowledge management on the function of employee performance appraisals (it is one of the most important functions of human resources management) in Jordanian industrial public shareholding companies, relying on the descriptive analytical approach. A questionnaire has been developed and distributed on individuals of the study sample consisting of managers of departments and sections of human resources in each company. The number of questionnaire retrieved and valid for statistical analysis (294) representing (86.5%) of the distributed questionnaires. In order to analyze the study sample, reliance was placed on descriptive statistics, represented in the
arithmetic means and standard deviations, in addition to the multiple linear regression analysis in hypothesis testing. The study reached a number of findings, most importantly, the presence of statistically significant impact at the level of (α=0.05) for the knowledge management including its dimensions (knowledge generation, knowledge storage, knowledge sharing, knowledge application) on the function of
employee performance appraisals in Jordanian industrial public shareholding companies. The study has recommended that the Jordanian industrial public shareholding companies should follow an efficient evaluationsystem capable of identifying the employees’ weaknesses
Analysis of Competitive Advantage in the perspective of Resources Based View.IOSR Journals
Conditions of competition between colleges service providers, both private and state, require leaders and college administrators to do everything possible in order to gain competitive advantage compared with other similar institutions. In the perspective of RBV attempt to gain competitive advantage through the utilization of internal resources of the organization consisting of tangible aspects, intangible aspects, as well as the capability aspects. So far, in the research of Competitive Advantage on RBV perspective, in the context of universities has not existed yet that combine the aspects of tangible, intangible, and capability in a research model to study. This study aims to analyze the effect of market orientation, HR Competencies and Territory Management in creating a competitive advantage, as well as its impact on organizational performance. The survey research is conducted at 142 Institutions of Higher Education of Muhammadiyah in Indonesia, represented by the head of each institutions. The research findings indicate that Competitive Advantage is significantly influenced by market orientation and HR (Human Resources) Competence. Meanwhile, HR Competency directly no significant effect on organization performance, but must be mediated by a Competitive Advantage. Meanwhile, the Territory Management can directly affect the performance of organizations, but has no effect on Competitive Advantage
Organizational Effectiveness of Naval State University: Proposed Institutiona...Dr. Amarjeet Singh
This research sought to study the organizational
effectiveness of Naval State University (NSU), Biliran,
Philippines. It was intended to answer the organizational
effectiveness of the delivery of service by the present
academic organizational set-up in terms of: Instruction,
Research, and Community Extension. The study used the
descriptive survey method through the aid of focus group
discussion and researcher-made guided questions as the
main instrument for data collection. There were items in
the instrument that were patterned from the accreditation
activities by the Accrediting Agency of Chartered Colleges
and Universities in the Philippines (AACUP). The
researcher tapped a third party who was an expert in
conducting focus group discussions. The expert researcher
who conducted the FGD was not connected with the Naval
State University to avoid any biases. The activity of FGD
was recorded with the consent of the key informants. The
key informants were the key officials of the university. And
they come up with only one answer in each item or
indicator. The data were recorded according to the
frequencies and corresponding percentage. After analyzing
and interpreting the processed data, the Organizational
Effectiveness of NSU in the areas of: Instruction, Research
and Community Extension were rated as very effective. But
some indicators were identified for needed improvements.
And the institutional capacity building as designed in the
study should be implemented accordingly.
Performance Appraisal of Human Resources in Anglo-Saxon Higher Education Inst...ijtsrd
Performance appraisal is one of the areas of human resources in educational administration which brings about school effectiveness. When school activities are well apprised and results communicated, corrections will be effected leading to school effectiveness. Thus, this article is intended at exploring Performance Appraisal of Human Resources in Anglo Saxon Higher Education Institutions in Cameroon. The implication is that performance appraisal of human resources can impact school effectiveness. data was collected from primary sources through the administration of interview to ten administrators and questionnaires to lecturers using the five point Likert scale format and close ended questionnaires to 375 lecturers. Two data analysis approaches were used for the study that is the qualitative and quantitative method. In all, despite these lapses with performance appraisal observed, all the lecturers 331 100 agreed that the basic purpose of performance appraisal is to facilitate orderly determination of an employee's worth to the organization of which he is a part and the first step in the process of performance appraisal is the setting up of the standards which will be used as the base to compare the actual performance of the employees. It was then recommended that future research on performance appraisal in the Anglo Saxon Higher Institutions in Cameroon studies should focus on leadership and the management of staff performance in institutions of higher learning. The research would focus on the style of leadership in an institution and how it influences the implementation of performance appraisal. Literature indicates that leadership provides vision and builds staff confidence to enable them to achieved targets. Leaders decide on appraisal policy, purpose and implementation procedures. Nforbi Shalotte Lem "Performance Appraisal of Human Resources in Anglo-Saxon Higher Education Institutions in Cameroon" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29593.pdfPaper URL: https://www.ijtsrd.com/humanities-and-the-arts/education/29593/performance-appraisal-of-human-resources-in-anglo-saxon-higher-education-institutions-in-cameroon/nforbi-shalotte-lem
Perceived service quality and student satisfaction in higher educationIOSR Journals
In higher education, students are the main customers of universities. As such, providing quality services and satisfying students’ needs as well as expectations are vital for universities to succeed from the increasing competitiveness of this industry. This research investigates the levels of student satisfaction and the relationship between student satisfaction and the quality of service being provided at the International Business School, UniversitiTeknologi Malaysia Kuala Lumpur. The results of this research indicated that almost the majority of students were satisfied with the quality of services offered at this university. Also, the findings showed that, the factors of facilities, advisory services, curriculum, and financial assistance and tuition costs have positive and significant impact on student satisfaction.
a research paper based on total quality implementation in manufacturing sectors of Saudi Arab.TO INVESTIGATE the current level of implementation of TQM & TO FIND THE BARRIERS in implementing TQM in manufacturing industries of the KSA. it POINTED OUT SOME BARRIERS and limitations.
We believe in process robustness, Team Building , Planning, Analysis , Check list , Implementation, Audit , course correction , Motivation & Celebration for sustenance of system !!
Six sigma is a business statistical Strategy.
Is to identifying defects and removing them from the process of products to improve quality. A defect is defined as any process output that does not meet customer specifications.Statistical measure to objectively evaluate processes.
Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects (driving toward six standard deviations between the mean and the nearest specification limit) in any process – from manufacturing to transactional and from product to service.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
International Journal of Humanities and Social Science Invention (IJHSSI) is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, 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.
Implementation of Quality Management principles at Zimbabwe Open University (...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
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.
Factors Influencing Non-Teaching Employees’ Performance in Kenya: A Case Stud...paperpublications3
Abstract: The study aimed at analyzing the factors influencing non-teaching employees’ performance in Kitale National Polytechnic. Non-teaching employees play a significant role in achieving the goals of an institution. The study was guided by the following research objectives: -to examine the effect of training on non-teaching employee’s performance at Kitale National Polytechnic, to analyze the effect of organization culture on non-teaching employee’s performance at Kitale National Polytechnic, to determine the effect of working environment on non-teaching employee’s performance at Kitale National Polytechnic and to evaluate the effect of motivation on non-teaching employee’s performance at Kitale National Polytechnic. The study was conducted through a descriptive research design. Sixty one non-teaching employees of Kitale National Polytechnic were the target population. The whole population formed the sample size. A questionnaire was the main tool for primary data collection. Descriptive and inferential statistics and regression analysis were used in interpreting the collected data. The study will be able to answer the hurdles that non-teaching employees face while performing their tasks. The findings established in this study will create a path to improved performance of non-teaching employees not only in Kitale National Polytechnic but all the national polytechnics in Kenya.
An Empirical Study of Human Capital Management and Employee Capabilitiesijtsrd
Human capital management HCM considers employees to be capital, which means that investing in them makes sense now will help the organization grow in the future. Human capital management assists company in hiring the right personnel. This will prevent from hiring employees that are unfit for the company. Workers abilities bring an organisation with an improvement in the forum. When workers progress to expand new abilities and develop on actual ones, this converts into enhanced growth and quality, secure climate company will cultivate the improvement over its challengers. The sensibility of a company is its capability to advance in feedback to consumer interest. Knowledgeable and proficient workers are more likely to feel more confident about their job position in the organisation because not only are they able to provide acquainted aid, they feel their point of view is appreciated.Employees skills, refinement, and involvement in an organisation are referred to as human capital. Because a talented workforce can lead to increased productivity, the talents have a monetary value. The human capital strategy recognises that not everyone possesses the same set of skills or experience. Also, the aspect of work can be enhanced by contributing to people’s discipline. This paper explores totally different aspects of human capital management and worker capabilities within the current state of affairs. Akriti Singh | Dr. Javed Alam "An Empirical Study of Human Capital Management and Employee Capabilities" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-4 , June 2022, URL: https://www.ijtsrd.com/papers/ijtsrd50318.pdf Paper URL: https://www.ijtsrd.com/management/other/50318/an-empirical-study-of-human-capital-management-and-employee-capabilities/akriti-singh
Relationship between Quality Management System Adoption and Organization Perf...Premier Publishers
Organizations’ implication of adopting Quality Management System (QMS) and the resistance it generates negatively affects the performance of Higher Education Institutions (HEI). In Kenya between the period 2014 and 2015, HEI had been deprived of quality through a 6% government capitation cut and 28% increase in student numbers, with a 1:500 lecturers to student ratio and a 14.3% of the 28 week, academic year time waste. Studies on the relationship between Quality Management System adoption and organization performance revealed both positive and negative results. Past studies suggest that the relationship may be affected by other factors such as quality performance, innovation performance and organization performance. The purpose of this study is to establish the relationship between Quality Management System adoption and organization performance. Guided by Contingency Theory of organization structure, a correlation research design and a population of 215, management personal was used from 11 public universities in Kenya certified by Kenya Bureau of Standards. The study adopted a census survey with response at 94.4%. Primary data was collected using questionnaires. Qualitative data was analyzed using descriptive statistics such as means, frequency counts and percentages. The study hypothesis indicated that there was no significant correlation between organization performance and Quality Management System adoption; however, an alternative hypothesis was adopted since there was a positive significant correlation between the two variables. The study recommends the universities to maintain quality management systems, or improve them to ensure that they are institutions that offer quality services.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
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He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
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We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
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Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
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Bills have a main role in point of sale procedure. It will help to track sales, handling payments and giving receipts to customers. Bill splitting also has an important role in POS. For example, If some friends come together for dinner and if they want to divide the bill then it is possible by POS bill splitting. This slide will show how to split bills in odoo 17 POS.
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Instructions for Submissions thorugh G- Classroom.pptx
Second Journal
1. International Journal of Academic Research in Business and Social Sciences
December 2012, Vol. 2, No. 12
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Critical Success Factors of Total Quality Management
Implementation In Higher Education Institution: A
Review
Norhayati Zakuan
Faculty of Management and Human Resource Development, Universiti Teknologi Malaysia,
81310 Skudai, Johor, Malaysia
Shalini Muniandy
Faculty of Management and Human Resource Development, Universiti Teknologi Malaysia,
81310 Skudai, Johor, Malaysia
Muhamad Zameri Mat Saman
Department of Manufacturing & Industrial Engineering, Faculty of Mechanical Engineering,
Universiti Teknologi Malaysia, 81310 Skudai, Johor, Malaysia
Mohd Shoki Md Ariff
Faculty of Management and Human Resource Development, Universiti Teknologi Malaysia,
81310 Skudai, Johor, Malaysia
Sapiah Sulaiman
K-Economy Research Alliance, Research Management Centre, UTM
Rozita Abd Jalil
K-Economy Research Alliance, Research Management Centre, UTM
Abstract
This paper determines the research area of critical success factors of total quality management
(TQM) implementation in higher education institutions which has potential to be explored and
generate new knowledge, to improve the total quality management practices and outcome
especially in higher education institutions. This paper has reviewed all the literature which is
relevant to critical success factors of total quality management (TQM) and its implementation
in various areas. The review is focused on the implementations, the impacts on the
organization’s performance and the encouraged indicators to the adoption of total quality
management (TQM) in the organization. This study concludes the critical success factors of total
quality management (TQM) and its implementation in higher education institutions. Because of
lack of identified reason, many organizations do not adopt TQM approach into their
organization. However, certain organization and institutions already indentified the benefits
from TQM implementations on their organization performance and they believe this approach
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could give them a chance to achieving their goals. The findings of this paper are a proposed
conceptual model which consists of TQM critical success factors implementation and its impact
of higher education institutions performance.
Keywords: Total Quality Management (TQM), Higher Education Institutions, Organization
Performance and Malaysia
Introduction
Total quality management (TQM) is a way of managing to improve the effectiveness, efficiency,
cohesiveness, flexibility and competitiveness of a business as a whole. As defined by British
Standard Institution, TQM consists of a “management philosophy and company practices which
aim to harness the human and material resources of an organization in the most effective way
to achieve the objectives of the organization”. Some researchers are skeptical of the idea of
applying TQM to higher education institutions (HEI). For instance, Chaston (1994) has identified
obstacles, which include insufficient trust between departments and low confidence levels of
ability to manage the process: “Under these circumstances, it does not appear that, for the
foreseeable future, British universities are in a position to adopt TQM philosophy.”
Paradoxically, however, HEIs, which research and teach TQM lack credibility if they decline to
embrace the TQM philosophy and practices themselves. Because TQM is universal and proven
by many successful firms, it should been used to formulate the mission statement for the
services provided by HEI; a generic mission statement could be “To provide quality education,
training, research and related services to consistently satisfy stakeholders’ needs and achieve
excellence through TQM”. Since incorporation in 1989, De Montfort University (DMU) has
undergone an ambitious transformation, nearly trebling in size to 25,000 students and
quadrupling its campuses. It has become one of the largest universities in the UK and the
fastest growing in Western Europe. “One main objective of DMU is to unlock the creativity of
academic staff to find ways of increasing productivity while maintaining quality on declining
resources. Fundamentally, schools (faculties) must live within their means, with cross
subsidization only allowed for explicit strategic purposes”.
According to the reports of United Nations Educational, Scientific, Cultural Organizations
(UNESCO) and the World Bank, social and private returns of the higher education are less than
those of primary and secondary education. It is estimated that social return of primary
education is 25% while that of higher education is only 1%. This has led to the thinking that the
returns of higher education are largely private and therefore, subsidy on this should be
reduced. There are three generic approaches to Total Quality Management (TQM) in higher
education (Harris, 1994). Firstly, there is a customer focus where the idea of services to student
are fostered through staff training and development, which promotes student’s choice and
autonomy. The second approach has a staff focus and is concerned to value and enhance the
contribution of all members of staff to the effectiveness of an institution’s operation, to the
setting of policies and priorities. This entails a flatter management structure and the
acceptance of responsibility for action by defined working groups. The third approach focuses
on service agreements stance and seeks to ensure conformity to specification at certain key
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measurable points of the educational processes. Evaluation of assignments by faculty within
timeframe is an example.
Sangeeta (2004) considers education system as a transformation process comprising of inputs
of students, teachers, administrative staff, physical facilities and process. The processes include
teaching, learning, and administration. Output includes examination results, employment,
earnings, and satisfaction. According to Roffe (1998), due to open competition, students are
becoming more customers as well as consumers and expected to pay a growing share of the
cost of education. This leads to competitive forces that generate different programmers for
different student groups. The conceptual problems include whether TQM in higher education
should be people or problem oriented, difficulty in introducing the application and acceptance
of TQM in higher education institutions, which have not embraced tenets of TQM, team versus
individual orientation towards TQM, and maintaining the rate of innovation amongst others. In
their model for TQM implementation in higher educational institutions, Osseo-Asare and
Longbottom (2002) propose enabler criteria, which affects performance and help organizations
to achieve organizational excellence. These “enabler” criteria are leadership, policy and
strategy, people management, resources and partnerships and processes. They also suggest
“result” criteria including customer satisfaction, people satisfaction and impact on society and
key performance results for measuring the effectiveness of TQM implementation. Non-
implementation of TQM was due to institutions pre-occupation with funding agencies and non-
embracement of continuous improvement culture. Proper education and training of those
involved in the implementation process will help to mitigate this problem.
Literature Review
Quality Concept
The word quality itself stems from the Latin qua litas, which means “of what kind”. The concept
is also often used in this sense: the quality of a particular fabric could be a statement about
what kind of material it consists of. Another way of using the concept is to consider quality as
‘good’ as opposed to ‘bad’. It connotes a variety of meanings and implies different things to
different people. Deming (1982) defines quality as “a predictable degree of uniformity and
dependability at low cost and suited to market”. In general quality of customers as per specified
standards desire one, which satisfies customer needs and continuously keeps on performing its
functions.
Townshend (1990) talks about the “dual nature of quality”, there are two sub-concepts:
“quality in fact” and “quality in perception”. He explains, “Quality in fact” as “the provider of
goods and services who through dint of hard work and capital expenditures performs up to its
own specifications achieves quality in fact.” “Quality in perception” is defined as the “subjective
quality as the customer sees it. A product or E-Leader Kuala Lumpur, 2009 service achieves
quality in perception when meets the customer’s expectations”. According to Lin et al. (2004) ,
Taiwanese and American firms can benchmark the efficient of quality management practices
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for Japanese –owned firms is the highest although almost all of their employees are Taiwanese,
meanwhile American-owned firm’s efficiency is higher than that of Taiwanese –owned firms.
Meanwhile, Aziz et al. (2000) surveyed 540 Malaysian and 180 UK companies emphasizing on
manufacturing small and medium enterprises (SMEs). From the survey results, they found there
is a reliance on inspection and relatively low use of more sophisticated statistical methods for
quality improvement for both countries. They also stated that the types of quality practices are
promoted by their own governments. Parast et al. (2006) conducted a comparative analysis of
quality management practices between USA and Mexico manufacturing companies, using the
Malcolm Baldrige National Quality Award (MBNQA) criteria as framework. The results show
that there are differences between the critical success factors of quality management practices
within USA and Mexico. In both countries, social responsibilities and supplier quality were
significantly in explaining variability of quality results. More similarities in both countries were
found in the effect of quality management practices on customer focus and satisfaction.
TQM Evolution
The development of TQM is traced over different periods of evolution. Evolution of TQM as it
has emerged in industries, some others identify three periods in this evolution process and
others propose four stages of evolution. As Steeples (1992), conclude that there are three
periods: quality control, quality assurance and total quality management. Meanwhile Garvin
(1998) argues that there are four stages: inspection, statistical quality control, quality
assurance, and strategic quality management. In the early 1800s, the development of the
rational jig, fixture and gauging system, proved a turning point in quality control science.
According to Garvin (1988), in 1922, Radford (2005) has published “The Control of Quality in
manufacturing “that argued for the quality function to become a separate management
responsibility and function.
After World War II, Japan experienced a quality crisis and to construct the economy, the
Japanese set out to improve quality. Starting 1960, the first quality circles were formed to
promulgate quality improvements. TQM had advanced and developed through the influence of
many differing factors. Mc Adam (2000) noted that the influencing development factors had
transformed the TQM philosophy. Hence, it can be summarized, that throughout this
development period, TQM has moved from a predominantly narrow and mechanistic approach
to more subjective and broader organizational philosophy. Figure 1, shows the TQM evolution
process.
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Figure 1 TQM Evolution Process
The Importance of TQM
In the competitive environment, organizations are forced to formulate and implement
strategies within global context. Total Quality Management (TQM) has been described as a
management philosophy and a way of thinking that has helped many organizations move
towards achieving excellent businesses. TQM helps create a culture of trust, participation,
teamwork, quality-mindedness, zeal for continuous improvement, continuous learning and
eventually, a working culture that contributes towards a firm’s success and existence (Yusof and
Aspinwall, 2000).
TQM has been widely recognized and successfully implemented in many small and large
organizations, giving them the edge in international as well as local competitiveness through
the production of high quality products to satisfy customer needs (Dale and Plunkett, 1990).
According to Quazi and Padibjo (1998), they proposed that TQM efforts in the USA and Japan
highlighted the increasing importance of TQM and its impact on profitability. As Lakhal et al.
(2006) argues that organizations with TQM systems in place consistently exceeded industry
standards for return on investment.
Meanwhile, Saad and Patel (2006) conclude that by implementing TQM , the companies gained
in-depth understanding of the key factors associated with the quality supply chain performance
practices in Indian automotive industries. They also showed that TQM in supply chain is
important to improve key factors such as quality, delivery and lead-time. Besides that, Jun et al.
(2006) argues that the firms with human resources focused in TQM practices, can enhance
employee satisfaction. The dramatic improvements in employee satisfaction lead to a higher
level of customer loyalty. The summary of previous researches is shown in Table 1.
6. International Journal of Academic Research in Business and Social Sciences
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Table 1: Summary of previous researched
Authors Title Findings Location
Jiju Antony
et.al (2002)
Success factors of
TQM implementation
in the industry and
industry-Hong Kong.
factors that influence the success
of TQM implementation in
organizations in Hong Kong is a
commitment of management, the
role of quality department,
training and education, employee
involvement, continuous
improvement
a close relationship with
suppliers, product design and
service, quality policy, quality of
data and reports, communications
and customer satisfaction
orientation
Hong Kong
Mile
Terziovski
and Danny
Samson
(1999)
The relationship
between
implementation of
TQM practices with
organizational
performance in
various sectors and
organization sizes
TQM has a positive relationship to
performance and business
operations, employee relations
and customer satisfaction.
Various sectors
Bishnu
Sharma and
David
Gadenne
(2001) h
Importance and
effectiveness of
quality management
approach
Many business firms in Australia
implemented ISO 9000 and TQM
in maintaining the quality level of
production and services.
Business firms in
australia
M.Sadiq
and Teo
Boon
Hoong
(2003)
The implementation
of the TQM and
organizational
performance of small
and medium
companies in
Malaysia with or
without ISO 9000.
ISO 9000 had a positive impact on
organizational performance.
ISO 9000 as a catalyst to increase
the performance of organizations
implementing TQM.
Malaysia
7. International Journal of Academic Research in Business and Social Sciences
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TQM in Higher Education
Hasson and Klefsjo (2003) define TQM as “management strategy that has interrelated
components, namely core values, techniques and tools”. Whereas according to Scrabec
(2000),”TQM should be viewed as TQE (Total Quality Education). This model moves beyond
customers to include society and business beyond student”. However, Zairi and Youssef (1995)
argue, “TQM must be viewed holistically by examining management factors such as
institutional goal statements, long-range plans, and assessment techniques”. Owen (2001)
states that “Total and continuous quality improvement is seen as a journey not as destination
and as such has no real beginning or ending”. Thus, it is a continuous effort for the
management to maintain a standard in the institutions. TQM has been seen as a managerial
tool to fix the problems relating to services as well as approaches in education industry and it
can standardize the education industry (Venkatraman, 2007 and Peat, 2005).
The emphasis of quality maintenance in higher education has increased as the numbers of
students are increasing and at the same time, their expectations are increasing, as they have to
pay the tuition fee, so they look for an appropriate outcome (Becket and Brookes, 2005).
Meanwhile, Symour (1992) has narrowed down the types of quality and applied them
specifically to the higher education institutions.
According to the reports of UNESCO and World Bank, social and private returns of higher
education are less than those of primary and secondary education. It is estimated that social
return of primary education is 25% while that of higher education is only 1%. This has led to the
thinking that the returns of higher education are largely personal and therefore subsidy on this
should be reduced. According to Harris (1994), there are three generis approaches to TQM in
higher education, firstly there is a customer focus where the idea of service to students is
fostered through staff training and development, which promotes student’s choice and
autonomy. The second approach has a staff focus and is concerned to value and enhance the
contribution of all members of staffs to the effectiveness of an institution’s operation, to the
setting of policies and priorities. The third approach focuses on service agreements stance and
seeks to ensure conformity to specification at certain key measureable points of the
educational processes.
Durlabhji and Fusilier(1999) states that customer empowerment in education requires greater
input from students as well as from business community that will eventually employ them and
this in term will streamline education and eliminate any vestiges of the esoteric academic “ivory
tower” that exist in business school coursework. Gregory (1996) suggest four dimensions of
institutional leaderships symbolic, political, managerial and academic in his model of
distributed leadership for managing change in higher education institutions. Michael et al.
(1997) recommended that top leadership is the key to any TQM program and the driving force
behind success and failure. The TQM program must be sold and not forced on the employees.
Good communication, proper training, using benchmarking, and research on TQM philosophies
and program can enhance the success rate.
8. International Journal of Academic Research in Business and Social Sciences
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In managing educational change, there has been general criticism. Iven (2000) argues that
government initiatives are being pushed by a “narrow, employer-driven strategy”. Policy
makers do have an obligation to set policy, establish standards and monitor performance.
According to Sangeeta et al. (2004), education system as a transformation process comprising
of inputs of students, teachers, administrative staff, physical facilities and process. The
processes include teaching, learning and administration. Whereby the output is includes
examination results, employment, earnings and satisfaction.
In their model for TQM implementation in higher educational institutions, Osseo-Asare and
Longbottom (2002) proposes enabler criteria, which affect performance and help organizations
achieve organizational excellence. These “enabler” criteria are leadership, policy and strategy,
people management, resources and partnerships and processes. They also suggest “result”
criteria including customer satisfaction, people satisfaction and impact on society and key
performance results for measuring the effectiveness of TQM implementation.
Critical Success Factors of TQM
Management Commitment and Leadership
Direct involvement of top management allows all decisions to be made quickly and facilitate
TQM journey. Top management support is necessary to prove the availability of concrete
actions. According Henfusky (1995) the action can be taken to establish the quality policy,
establish a quality management structure, attract a whole staff, disseminate information on
quality, managing the change process and organize the day of quality.
According to Abdul Aziz (2003), management is committed to be always aware of demand for
change. Among the commitments that need to be highlighted is to renew and update key
elements of the organization, make structural changes in the organization, prepare for a new
job specification, resolving conflicts to be faced, to ensure the involvement of members and
create an effective plan to improve the administration of an organization.
According to Besterfield et al. (2003) the skills of the management can make a significant boost
to staff. Management style highlighted by the management is able to provide a boost to staff.
Management is committed to promoting cooperation rather than competition within the
organization. According Guten (2001) emphasizes performance management in an organization
committed to the guidelines and conditions clearly stated their goals. It can also inspire
employees to perform the task by focusing on the job.
Organizing requires top management leadership and commitment, promoting the participation
of employees, and providing company-wide education and training. Leadership associated with
clear vision and directions can foster knowledge sharing and generate commitment (NIST,
2000). Deming (1986) urges managers to institute leadership to usher the quality
transformation process. Palermo and Watson (1993) argue that leaders should exhibit role
model behavior, establish clear objectives and create a supportive environment.
9. International Journal of Academic Research in Business and Social Sciences
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Furthermore, Grosby (1979) stresses top management commitment as the essential element
for safeguarding TQM implementation. In order to communicate quality strategy across the
organization, top management should create an organizational environment that focuses on
continuous improvement. Their commitment promotes the creation of clear and visible quality
values, along with a management system to guide all activities of the company towards quality
excellence. (Rao et al., 1997).
Continuous Improvement
Continuous improvement can be considered as the “wheel of the organizational vehicle. It is
the effort produced by the wheels, which will make the vehicle move forward. Organizations in
the past have been concerned with doing “more of the same” (Ashtan D, Dooney J, 1990) with
disregard for customer feedback and markets demand. When performance decreases,
organizations tend to double their efforts in “doing more of the same”. According to Suzaki K
(1987), the approach is called “Local optimization” where different groups within same
organization focus on their own area of interest. This is thought to be due to lack of
communication, lack of shared goals and lack of co-operation.
Schminth and Finnegan (1993), views that continuous improvement is able to elevate the
performance of an employee who is able to assist in the implementation of TQM provided that
the management should reduce the command and control. While the employee has to
understand the organization as an interdependent system of each other.
In TQM, continuous improvement assumes that everything is going well and the value can be
increased either slowly or in drastic. It requires the support of all parties because it can lead to
progress in their relationship with customers, innovation and organizational development.
(Evans and Dean, 2003).
Total Customer Satisfaction
Total Quality Management is a system focusing on customer satisfaction through a concept of
"continuous improvement". This concept emerged after the 1980s with the purpose of
developing and expanding quality management strategy by adding more aspects related to
quality. Most of the literature indicates that the interest in the TQM concept at the level of
production began in USA, but it was only there in theoretical terms. It has been implemented in
practice in JAPAN after World War II in order to improve the quality of industrial production
consistently and comprehensively. The growing intensity of global competition, especially from
Japan, led the US to follow Japanese strategy. This happened when Hewlett-Packard criticized
US chips manufacturers for poor products quality comparing with their Japanese competitors
(Grant D. et al., 2002), (Grant D. et al., 2004), Oakland JS, (2006).
The Total Quality Management concept is one of the modern management concepts, which
helped to increase the competitiveness between organizations. This has resulted from the level
of customer awareness, which helps them to select a product or service of high quality and at a
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reasonable price. For all of these reasons, the management of most organizations encourages
the adoption of a TQM concept (Samuel KM, 1994).
In the service industry focus on customer satisfaction perspective to the customer to wait,
given the period of service shall be as promised, perfection without blemish, character,
consistency and accuracy in service, comfort in dealing with the organization and responsive to
the problem is do not expected (Evans and Dean, 1999). While customer satisfaction from the
perspective of the organization follows, Ross (1999) views of the three dimensions of
organizational processes (operations), staff who provide services to customers and customer
expectations.
The importance of customer satisfaction to the implementation of TQM is seen through three
dimensions. The first dimension is the segmentation of customer service to customers is not
the same. Organizations need to differentiate services to customers depending on their needs.
Red more customers who are served, the more information obtained by the organization.
(Gates, 2001)The study by Ross (1999) indicates that a complaint in the service industry
represents 26 other clients. If the organization fails to deal with these complaints, it will affect
negatively on the organization.
Employee Involvement
Employee involvement is a process for empowering employees to participate in managerial
decision-making and improvement activities appropriate to their levels in the organization.
Since McGregor’s Theory Y first brought to managers the idea of a participative management
style, employee involvement has taken many forms, including the job design approaches and
special activities such as quality of work life (QWL) programs. There are at the end of the day
only one thing that differentiates one company from another its people. Not the product, not
service establishments, not the process, not secret ingredients; ultimately any of these can be
duplicated. The Japanese have always recognized this and it is one of the reasons for their
success in world markets, they place tremendous value on the integration of people with
organizational objectives, equipment and processes.
According to Lawler, “Employee Involvement”, if well implemented, changes the fundamental
relationship between individuals and the organization they work for". "It really builds
employees in as a business partner, so they know more and they do more to make the
organizations successful, particularly in industries where the human component is important
most knowledge work, high-tech and many kinds of service industries.
According to Chapman (2001), employee engagement can increase the understanding of
organizational policies. It involves processes such as lower levels of decision making, adopt the
experience, knowledge and the ideas for the advancement of the organization. Employees shall
be given due recognition for their contributions and their ideas (1992). It is a psychological
process to develop confidence between the members of the organization and encourage them
to make decisions and solve problems with each other.
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Apgar (1999) maintained that job involvement could be produced in the outer and inner self.
Internal involvement is influenced by its own commitment. It involves defining the duties of
employees entrusted with any evaluated behaviour shown by the employee. Involvement also
enables management, employees share the resulting performance, and member understanding
of the employees will work goals. It is important because without employee engagement, an
organization cannot function properly. It is able to provide satisfaction, especially on the quality
of working life and increase employee commitment to continuous quality improvement
process.
Training
Increased involvement means more responsibility, which in turn requires a greater level of skill.
This must be achieved through training. For example, Baldrige Award winners place a great deal
of emphasis on training and support it with appropriate provision of resources. Motorola
allocates 2.5 % of payroll costs or $120 million annually to training 40% of which goes to quality
training.
Training is an important factor that helps in making efforts toward quality improvement.
Quality training includes educating and training all employees, help employees to increase
knowledge, provide information about the mission, vision, direction and organization structure
to enable them to gain skills in an effort to improve the quality and thus solve the problem.
According to Johnson (1994), an organization that demands quality and staff development,
policy formulation and planning will determine the allocation sampler for the training and
strategic planning is not only focused on training needs now, but also training in the future.
Strategic planning will result in a strategic training plan, and it can be use to predict the future
training needs based on employee needs and demands of consumers.
Blanchard and Thacker (1999) also pointed out that continuous training is not a specialized
activity, but the way people behave with the knowledge that all employees ultimately have.
Johnson (1994:18) describes that the quality of work could indirectly increase their involvement
in the organization. Thus, training can be a tool for achieving quality as recommended by the
Stoner et al. (1995:338)
Communication
Communication inextricably linked in the quality process, yet some executives find it difficult to
tell others about the plan in a way that will be understood. An additional difficulty is filtering. As
top management’s vision of quality filters down through the ranks, the vision and the plan can
lose both clarity and momentum. Thus, top management as well as managers and supervisors
at all level serve as translators and executors of top management’s directive. The ability to
communicate is valuable skill at all levels from front-line supervisor to CEO.
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According to Drucker (1974), a true guru of management thought and practice, “the
communication gap within institutions and between groups in society has been widening
steadily to a point where it threatens to become an unbridgeable gulf of total
misunderstanding”. Having said that, he provides an easily understood and simple approach to
help communicate the strategy, vision, and action plans related to TQM. Communication is
defined as the exchange of information and understanding between two or more persons or
groups. According to Schmit and Finnigan (1993), the factor of communication because it helps
to allow confidence to others as well as provide encouragement and share the risks. Apart from
that, what needs to be in communication is the willingness to listen and learn.
According to Apgar (1999), who is able to compete, is an informative, operated by voice,
involving two-way communication between employees and management and between
organizations with the consumer. Informational means sharing of information developed
through the communication process more flexible, informal, mutual respect for each other and
focus on priority wise member. Communication by Evans and Dean (2003) is the key to quality
improvement as it involves staff to share information through the delivery of a symbolic
message as suggested by Stoner et al. (1995)
Teamwork
According to Rukly (1999), teamwork can unite the entire staff of the organization in the
success of quality improvement. In this spirit practiced through cooperation, commitment and
participation of staff in the overall quality improvement program initiated by the organization.
Therefore, it involves the concerted action of employees, through their role in providing skills,
assessment and experience to a particular task.
Teamwork process that resolves the problem of whether small or large, are able to produce
innovations that cannot be considered on an individual basis. In terms of physical labor,
teamwork is important to the TQM process as it builds self-confidence, improve communication
and break the bonds of dependency on the organization (Oakland, 1995). In addition, Schmit
and Finnigan (1993:85) consider that teamwork can evaluate the performance of an employee.
Besterfield et al. (2003), pursuant there to, teamwork can promote an increase in
communication and a co-worker can act as mentors. Teamwork involves face-to-face
interactions among members. According to Robbins (2003), it represents a high quality and
good performance of an organization as the team dominated by the requirement to implement,
achieve and produce a product.
Proposed Conceptual Model
The review from theoretical and empirical literatures indicates that the above issues have been
widely studied. However, only a certain organizations and institutions had completely
implemented it while others only adopt a portion of this theory, and yet has organization does
not totally implement TQM in their organization. The recent literatures had suggested the
critical success factors of TQM and its implementation on various sectors. Hence, the
management commitment and leadership, continuous improvement, total customer
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satisfaction, employee involvement, training, communication and teamwork seems to be an
indicator for organization to apply a structured approach system and methods and it provides
impact on the organization performance. This is based on the review from previous studies; the
research presents a proposed conceptual model to study the relationship of implementation of
TQM critical success factors in higher education institution and its impact on the institutions
performance. The model is shown in Figure 2.
Figure 2: Proposed Conceptual Model
Conclusion
The victory of institutions depends on their management strategy on how to identify, classify,
analyze, and react to the effective approach. Although there are more total quality
management critical success factors researchers have carried out in various industries, but it is
obvious that they are trying to refine the findings of the previous studies. This study reveals
that TQM will leave an excellent impact on the institutions goal’s and creates value in
enhancing the economic value. Even though the implementation of TQM brings at wide range
of changes in organization, there are lacks of adoption of this approach in several organizations.
In conclusion, the proposed conceptual model represents the critical success factors of TQM
and its implementation on higher education institutions. It also concludes the impacts on how
TQM approach impacts on institutions performance.
MANAGEMENT
COMMITMEN
T AND
LEADERSHIPCONTINOUS
IMPROVEMEN
TTOTAL
CUSTOMER
SATISFACTION
EMPLOYEE
INVOLVEMENT
TRAINING
TEAMWORK
COMMUNICATIO
N
CRITICAL
SUCCESS
FACTOR
S OF
TQM
PERFORMANCE
ACHIVE
MISSION
CUSTOMER
SATISFACTIO
N
STAFF
COMMITME
NT
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Acknowledgement
The authors would like to thank to the Faculty of Management and Human Resource
Development, GUP Innovative and Encouragement Research Grant (MOHE) and UTM Johor
Bahru.
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