The TQM Impact: A Study of Quality Managers' Perceptions

Paul D. Larson · Ashish Sinha

66 citations0/0 files storedQuality Management Journal

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

What is total quality management (TQM)? Does it work? To address these important questions, this article reports results of a study of quality managers' perceptions on TQM. A survey was mailed to 250 quality control professionals to test relationships between TQM use and important process/outcome constructs. A response rate of about 75 percent was attained. The empirical evidence suggests that TQM brings increased quality and productivity, along with improved customer and employee satisfaction. Moreover, significant structural equation mode! links were found among the following: cooperation, employee satisfaction, product quality, productivity, and customer satisfaction. Cooperation triggers a chain reaction of positive outcomes. Implications for TQM practice and theory can be drawn from the results.

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1979Mail and Telephone Surveys: The Total Design Method.1989LISREL 7 : a guide to the program and applications 1989A New Incremental Fit Index for General Structural Equation Models 1995Total quality management as competitive advantage: A review and empirical study 1988Structural Equation Modeling with LISREL 1965Foundations of Behavioral Research 1994Participation's Effects On Performance and Satisfaction: A Reconsideration Of Research Evidence 1978Trust and Participation in Organizational Decision Making as Predictors of Satisfaction

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