The Interaction of Total Quality Management Practices and Financial, Quality and Innovation Performances
Tuyakbayeva, Aliya (2014) The Interaction of Total Quality Management Practices and Financial, Quality and Innovation Performances. [Dissertation (University of Nottingham only)] (Unpublished)
Total Quality Management (TQM) is a people-focused management philosophy centred on the quality and continuous improvement in the customer satisfaction at a lower cost. TQM includes different tools, systems, practices, methods and involves all employees in this philosophy. There have been several emerging themes in studying TQM in the last decade, first of all on whether TQM impacts the company‘s performance. Secondly, is how the TQM affects performances and what are the best practices of TQM that leads to improvement of organisational performances. Finally, is the investigation of interaction between TQM implementation, quality improvement, innovation performance and the cost effectiveness of TQM implementation. The purpose of this thesis is to examine the relation between TQM implementation and some organisational performances: financial improvement, quality conformance and innovativeness. Furthermore, this paper is devoted to identifying the best practices of TQM components that benefits company‘s organisational performances and leads to improved financial, quality and innovation outcomes. Research framework will be developed based on the conceptual model presented by Prajogo and Sohal (2001) and drawing on the experience of Malaysia based oil and gas organisation. Questionnaire was developed and distributed among company employees through SurveyMonkey web site and survey responses were then analysed to identify the relationship between elements of TQM and financial, quality and innovation outcomes. The findings of the study indicate that certain TQM practices have significant interaction with company's financial performance, quality performance and innovativeness. The research outcomes prove that certain practices more correlated with the organisational performances than the others. Finally, the conceptual framework model is finalised based on the findings of the study and suggestions for future research is given at the end of this thesis.
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