A Study on TQM Development, Performance and Sustenance in Service Industries through Effective Communication, Critical Success Factors and Market Orientation

Mourougan, Sendil; Sethuraman, KR

doi:10.9790/487x-1905030112

Cited by 4 publications

(12 citation statements)

References 8 publications

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“…In terms of job satisfaction and performance in teamwork, higher job satisfaction leads to better performance. Finally, Beheshti and Lollar (2003), Yusuf et al (2007), Mourougan and Sethuraman (2017) and Yousif et al (2017) concluded in their TQM studies that TQM has a positive influence on a firm's reputation. A good reputation is important for companies.…”

Section: Summary and Research Frameworkmentioning

confidence: 97%

“…By improving the quality of its products, a company can influence its quality reputation while also increasing its market share. Mourougan and Sethuraman (2017) study the effects of TQM in service industries. They state that reputation depends on the qualitative performance of the company.…”

Section: Tqm and Company Reputationmentioning

confidence: 99%

“…Numerous studies show that TQM and ISO 9001 certification have a positive effect on the performance of companies that have implemented them. In addition to these findings, there are indications that TQM affects personnel satisfaction (Boselie and van der Wiele, 2001;Ooi et al, 2008;Kabak et al, 2014;Arunachalam and Palanichamy, 2016;Babu and Thomas, 2021), customer satisfaction (Beheshti and Lollar, 2003;Ooi et al, 2010;Hassan et al, 2012;Topalovic, 2015) and company reputation (Beheshti and Lollar, 2003;Yusuf et al, 2007;Mourougan and Sethuraman, 2017;Yousif et al, 2017). These are essential issues because prior studies show that satisfied customers are loyal (e.g.…”

Section: Introductionmentioning

confidence: 96%

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Enhancing customer satisfaction, personnel satisfaction and company reputation with total quality management: combining traditional and new views

Lepistö

Saunila

Ukko

2022

BIJ

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PurposeThis study investigates the effect of total quality management (TQM) on customer satisfaction, personnel satisfaction and company reputation.Design/methodology/approachThe study results rely on a structured survey conducted among an extensive sample of Finnish SMEs. In addition to the examination of the relationship between TQM and company performance in terms of customer satisfaction, personnel satisfaction and company reputation, the study takes a view on the possible effects of the industry, the company size and the certified quality system.FindingsThe results reveal that two TQM dimensions, namely Customer Focus and Product Management, were related to companies' customer satisfaction, whereas four TQM dimensions, namely Management/leadership, Customer Focus, Personnel Management and Risk Management, were related to personnel satisfaction. None of the TQM dimensions were related to company reputation. The control variables – the industry, the company size and the certified quality system – were not found to affect customer satisfaction, personnel satisfaction or company reputation.Originality/valueMost previous studies have been based on traditional TQM classification and have not shown the effects of the latest TQM-related dimensions. Compared to previous studies, this work integrates risk management, digitization, system deployment efficiency and stakeholder management into TQM, which has not been implemented in any previous study. The roles of hard and soft TQM factors have been carefully considered in this study; thus, the study does not place too much emphasis on either direction but provides a balanced picture of the performance of the management systems studied. Although there are studies on the effects of TQM on personnel satisfaction, customer satisfaction and reputation, they are based on a much narrower definition of TQM than that in this study. The business environment is constantly changing, but only a few studies have been conducted to extend the TQM approach. This has led to duplication of studies, and the effects of performance-relevant procedures have not been extensively studied in the past as part of TQM. Therefore, the concept of this study brings significant added value to TQM research and returns the TQM concept to the overall level while considering the requirements of the ISO 9001: 2015 and EFQM 2019 quality standards. The study also considers the effects of ISO 9001 certification and EFQM requirements.

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Section: Summary and Research Frameworkmentioning

confidence: 97%

Section: Tqm and Company Reputationmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 96%

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Enhancing customer satisfaction, personnel satisfaction and company reputation with total quality management: combining traditional and new views

Lepistö

Saunila

Ukko

2022

BIJ

View full text Add to dashboard Cite

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“…Transformational leadership is an elemental enabler behind an effectual execution of other TQM dimensions by presenting behaviors closer to TQM leadership, such as crafting a vision and endorsing a change (Kotter, 1995;Rougan, 2015). They launch quality goals and strategies, institute a learning environment, inspire, communicate, and authorize employees for a triumphant execution of TQM (Kumar & Sharma, 2018).…”

Section: Theoretical and Hypothesis Development Leadership Styles And...mentioning

confidence: 99%

“…It can fruitfully lessen redundant work and engender a more cohesive internal atmosphere through enhanced synergy and aligned goals amongst internal departments (Li et al, 2021). The support and collaboration, participative decision-making, and crossfunctional teams were identified as CSF for the successful execution of TQM (Rougan, 2015;Tomy et al, 2018). Generally, departmental interaction needs to be in place for TQM to operate successfully (Pereira-Moliner et al, 2016).…”

Section: Competitor Orientation Inter-functional Coordination and Tqmmentioning

confidence: 99%

Leadership Styles and Total Quality Management (TQM) Implementation: Competitor Orientation and Inter-Functional Coordination as Mediators

Yadeta¹,

Jaleta²,

Melese³

2022

IJOL

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This paper examines the mediating role of competitor orientation and inter-functional coordination between leadership styles and Total Quality Management (TQM) implementation. The empirical data for this study were drawn from a survey of 203 leaders from manufacturing and service firms in Addis Ababa and its surrounding cities to examine the reliability and validity of the independent constructs; mediating constructs (i.e., competitor orientation and inter-functional coordination); and implementation of TQM. The data were analyzed using Structural Equation Modeling (SEM) to examine the mediating role of competitor orientation and inter-functional coordination between leadership styles and the implementation of TQM. The result of this study revealed that servant and transactional leadership did have a positive and direct effect on the implementation of TQM, while the relationships were further positively mediated by interfunctional coordination for the servant leadership-TQM relationship and negatively mediated by competitor orientation for the transactional leadership-TQM relationship. On the other hand, transformational leadership had only a positive and indirect effect on implementing TQM through competitor orientation and inter-functional coordination. Our sample companies came from different industries (both manufacturing and service sectors). Hence, future studies could consider samples from manufacturing and service sectors independently to control and reduce the bias resulting from industry differences. The results can be beneficial for the current organizational leaders to achieve appropriate leadership styles and understand the mediating role of competitor orientation and interfunctional coordination between leadership styles and the implementation of TQM.

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Models and Tools for Quality Approach in Public Administration in European Union

Popescu¹,

Mandru²

2022

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This paper focuses on the quality approach in public administration (PA) in the EU. The first section presents theoretical considerations on the modern approach to quality applicable in all areas of activity, including PA. The next two sections contain an overview of the policy and models on quality in PA promoted in the EU; the main measurement instruments and statistical data on the quality of government in the EU. The purpose of the study is to systematize information on the quality approach in the PA at the EU level, which will help academics, researchers and decision-makers better understand the quality models and tools currently used, and identify ways to improve them.

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A Study on TQM Development, Performance and Sustenance in Service Industries through Effective Communication, Critical Success Factors and Market Orientation

Cited by 4 publications

References 8 publications

Enhancing customer satisfaction, personnel satisfaction and company reputation with total quality management: combining traditional and new views

Enhancing customer satisfaction, personnel satisfaction and company reputation with total quality management: combining traditional and new views

Leadership Styles and Total Quality Management (TQM) Implementation: Competitor Orientation and Inter-Functional Coordination as Mediators

Models and Tools for Quality Approach in Public Administration in European Union

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