Track: Engineering Management

Abstract

Purpose: This study aims at measuring the impact of TQM practices (Top management commitment, customer focus, supplier quality management and process management) on organization performance.

Design/Methodology/Approach: Structured close ended questionnaires were used. Around 80 questionnaires were distributed in the offices of three SME’s; 58 were returned back. Statistical Package for Social Sciences has been used to analyze the data collected through a survey.

Finding: Results have shown a positive relationship between implementation of TQM practices and organization performance.

Research Limitation/Implications: This research study covers the few organizations of SME’s which don’t validate the research results over the whole telecom industry.

Practical Implication: This study further provides guidance to managers to identify quality elements that need to be improved, to enhance performance & profitability of business.

Keywords

Total quality management, Quality Management, Process management and Organizational performance.