EDUCATION
TQM CONSTRUCT
LECTURE 4
By
Dr. ISHAK BIN SIN
UUM College of Arts and Sciences
Universiti Utara Malaysia
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Total Quality Management
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Total Quality Management
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TQM Construct by Saraph et al. (1989)
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TQM Construct by Scot & Palmer
1. Customer driven
2. Employee involvement.
3. Senior management commitment.
4. Training and Education.
5. Valid measures of success.
6. Continuous improvement.
7. Quality time on task.
8. Business quality system.
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TQM Construct by Arcaro (1995)
1. Customer focus.
2. Total involvement.
3. Measurement.
4. Top management commitment.
5. Continuous improvement.
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TQM Culture
Organizational value system that results in an
environment that is conducive to the
establishment and continual improvement of
quality (Goetsch & Davis, 2000).
It consist of values, traditions, procedures, and
expectations that promote quality.
TQM culture reinforces a set of management
practices and behaviors that will exemplify and
reinforce TQM principles.
TQM culture determines the effectiveness of
TQM implementation and organizational
performance.
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TQM Culture Construct by Detert et al.
(2003)
1. Shared vision.
2. Customer focus.
3. Long term focus.
4. Continuous improvement.
5. Teacher involvement.
6. Collaboration (teamwork).
7. Data based decision making.
8. System focus.
9. Quality at the same cost and resources.
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The Effect TQM Implementation and TQM
Culture on Organizational Performance and
Employee Attitudes
Easton and Jarell (1998), Hendricks and
Singhal (2001) and Ramesh (1998) found
that companies operating in TQM
environments performed better than
average in the financial markets.
Choi and Eboch (1998) and Forza (1995)
found that there is a relationship between
TQM implementation and quality products.
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Effect of TQM
There is a relationship between TQM
implementation and organizational
performance (Forker et al. 1996; Golhar &
Deshpande, 1999; Kroll et al. 1999).
Productivity is improve when TQM is
implemented (Gilbert, 1992; Raffio, 1992).
TQM has an impact on performance
(Montes et al. 2003).
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TQM and Employee Attitudes
TQM affects employees satisfaction and
commitment (Guimaraes,1996; Robson et
al. 2005; Ooi et al. 2005; Noorliza Karia et
al. 2006).
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Thank You
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