Total Quality Management & Organisational Behaviour

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Total Quality Management & Organisational Behaviour

Total Quality Management & Organisational Behaviour


Total quality management is one of the most popular and durable management concepts and it has passed through a number of phases since 1920,s. The roots of Total Quality Management (TQM) go back to the teachings of Drucker, Juran, Deming, Ishikawa, Crosby, Feigenbaum and countless other people that have studied, practiced, and tried to refine the process of organizational management. TQM is a collection of principles, techniques, processes, and best practices that over time have been proven effective. In today's businesses there is a growing recognition with in the manufacturing sector that isolated improvements in particular aspects of business are no longer adequate and that a holistic strategy is needed to bring competitive advantage in the market place and this can only be achieved by adaptation of total quality management which is not just concerned with services and process development and customer delivery but also with the relationship with suppliers, customers, commercial and managerial processes and the contribution of all employees no matter where ever they work in the organization.

Main Objectives

1. In the current literature huge gaps were identified between the actual practice and implementation of TQM in firms and the desired level of TQM implementation so this study had highlight the current scenario of TQM implementation in the manufacturing sector firms operating in Pakistan.

2. To identify key business performance indicators for measuring business performance in the selected manufacturing firms.

3. The study will be very useful for future researches in the area of TQM implementation in the manufacturing sector of Pakistan.

Scope of Study The study was conducted under the following conditions.

1. The study include firms only from the manufacturing sector i.e., medical equipments, sports goods, electrical equipment, auto manufacturers.

2. The business performance as a result of TQM implementation will be checked only on the basis of three main dimensions i.e. financial performance, product quality performance, customer satisfaction process quality.

3. The study includes both ISO certified and non certified manufacturing firms.

4. The study will categorize firms on the basis of size in three main types i.e. small, medium and large.

5. Data was collected from managers working in functional areas of quality management and operation management in the selected manufacturing firms (Laufer, 1997).

Levels of TQM Implementation

Different firms implement TQM in different ways but in general we can classify its implementation in the following five categories.

5.1 No customer concern / No inspection: (Zero Level)

These companies do not focus customers and incorporate management systems to measure or control the quality characteristics of their product and services. According to Kamran Moosa (1999) in countries like Pakistan in many firms usually there is no accountability for poor performance and in some firms it's up to the level of torturing the customers.

Quality Control: (Level 1)

These organizations consider laboratory and testing of products as a main activity of quality management and invest in and develop their products/services management systems, these firms usually have quality control labs and departments ...
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