Track: Total Quality Management (TQM)

Abstract

Total Quality Management or better known as TQM is an integrative organizational-wide management philosophy that is aimed at continuously improving the quality of processes, products and services by focusing on meeting or exceeding customer expectations to enhance customer satisfaction and overall performance of the organization. Therefore, this study examines the effect of two of the total quality management dimensions (customer focus and education training) through the mediating role of the individualism (national culture dimension). A total of 406 survey questionnaire was distributed to senior employees of Abu Dhabi Agriculture and Food Safety Authority. Thus, the collected data was analyze using Partial Least Square-Structural Equation Modeling (PLS-SEM) version 3.11. Thus, the results showed that customer focus and education & training had a direct effect on the Abu Dhabi Agriculture and Food Safety Authority performance. Also, individualism mediates the relationship between customer focus, education and training and performance of the ADAFCA.