Abstract :
The main purpose of this study is to determine the various benefits an organization can derive from the application of total quality management practices, or the relationship between total quality management and quality outcomes/benefits in services sector of telecom industry of Pakistan. The study is based on primary and secondary data. Eight most important constructs were found through literature review for conceptual framework in this study. Primary data is collected through questionnaires. The same questionnaire was
used in comparison of TQM practices in different countries such as India, USA, Mexico, China and Norway. The theoretical framework adopted is by Raghunathan et al. (1999). Findings revealed that TQM practices and implementation have positive effects on quality benefits or outcome (productivity, profitability, competitive position, reduce customer complaints, cost reduction, reduce rework level, reduces scrap level, stay in business) in services sector of telecom industry of Pakistan. Benchmarking also plays a significant role in the development of organizations. In addition to the research data, findings from different field studies and other research works have further supported conclusion drawn from this research, that TQM practices have positive effect on organizational development. The findings based on this empirical research would be useful to both decision makers and researchers.
Introduction
The TQM approach introduced and started in early 1920s from the “production quality control
ideas”. In mid 1980s total quality management (TQM) concept was developed in Japan and can
be evidenced in the work of the Juran (1989,) Deming (1986), Ishikawa (1985) Feigenbaum
(1983) and Crosby (1979) (Hackman and Wageman , 1995).
In TQM system, implementation of performance measurement depends on the TQM principles
such as leadership, quality planning training, supplier and process management, continuous
improvement and learning. (Claver et al., 2003).
New comprehension of TQM is six sigma, and according to (Jung Lang Chang, 2008)
both TQM and six sigma emphasize on evaluation system of quality index and taking correct
action to reduce the defect rate of system. According to (Therese A. Joiner, 2007) TQM
practices are helpful in improving organizational performance and for the TQM to work well, a
culture supportive of TQM practice is crucial.TQM is a management philosophy that combines
all organizational functions for the satisfaction of customers’ needs and organizational objectives
(Hashmi, 2000 & 2004).
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The main purpose of this study is to determine the various benefits an organization can derive from the application of total quality management practices, or the relationship between total quality management and quality outcomes/benefits in services sector of telecom industry of Pakistan. The study is based on primary and secondary data. Eight most important constructs were found through literature review for conceptual framework in this study. Primary data is collected through questionnaires. The same questionnaire was
used in comparison of TQM practices in different countries such as India, USA, Mexico, China and Norway. The theoretical framework adopted is by Raghunathan et al. (1999). Findings revealed that TQM practices and implementation have positive effects on quality benefits or outcome (productivity, profitability, competitive position, reduce customer complaints, cost reduction, reduce rework level, reduces scrap level, stay in business) in services sector of telecom industry of Pakistan. Benchmarking also plays a significant role in the development of organizations. In addition to the research data, findings from different field studies and other research works have further supported conclusion drawn from this research, that TQM practices have positive effect on organizational development. The findings based on this empirical research would be useful to both decision makers and researchers.
Introduction
The TQM approach introduced and started in early 1920s from the “production quality control
ideas”. In mid 1980s total quality management (TQM) concept was developed in Japan and can
be evidenced in the work of the Juran (1989,) Deming (1986), Ishikawa (1985) Feigenbaum
(1983) and Crosby (1979) (Hackman and Wageman , 1995).
In TQM system, implementation of performance measurement depends on the TQM principles
such as leadership, quality planning training, supplier and process management, continuous
improvement and learning. (Claver et al., 2003).
New comprehension of TQM is six sigma, and according to (Jung Lang Chang, 2008)
both TQM and six sigma emphasize on evaluation system of quality index and taking correct
action to reduce the defect rate of system. According to (Therese A. Joiner, 2007) TQM
practices are helpful in improving organizational performance and for the TQM to work well, a
culture supportive of TQM practice is crucial.TQM is a management philosophy that combines
all organizational functions for the satisfaction of customers’ needs and organizational objectives
(Hashmi, 2000 & 2004).
Download Full
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