Total Quality Management

Table of Contents

1. INTRODUCTION 2-3

2. LITERATURE REVIEW 3

3. RESEARCH PROBLEM 3-4

4. SUB- RESEARCH QUESTIONS 4-6

5. DELIMITATIN, ASSUMPTIONS AND SIGNIFICANCE 7

6. RESEARCH METHODOLOOGY 7

STUDY SETTING………………………………………………………7-8

RESEARCH DESIGN…………………………………………………8

POPULATION AND SAMPLING………………………………………8

DATA COLLECTION TOOLS…………………………………………..8-9

DATA COLLECTION PROCEDURES…………………………………9

DATA ANALYSIS…………………………………………………………..9

7. PROPOSED TIME SCHHEDULE………………………………………………..9-10

8. REFERENCE…………………………………………………………………….11-12

1. INTRODUCTION

Total quality management is the quality emphasis that comprehends the entire organization, from customers to suppliers.it stresses a commitment by management to have a continuing companywide drive toward excellence in all aspects of products and services that are important to the customer. In such a competitive environment resulted from world globalization and liberalization, firms survive with much difficulty unless they create competitive advantage over their competitors Adam et al, 2001; Samson & Terziovski, 1999;Terziovski & Samson, 1999). With increasing competition and change in customer needs and expectation total quality management has become an important aspect in customer satisfaction, as emphasis on total quality management can help organizations to meet customer’s expectations and compete as a leader in the world market. Leading innovators in the quality area, such as Deming (1986) and Juran (1993), affirmed that competitive advantage can be gained by providing quality products or services. Quality can be seen as the key to competiveness in tod...

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...ted to quality data and reporting

(Ahire and Dryfus, 200; Ho et al, 1999)

H

et al. (2001)

Question 4 and 5 A variety of responses on how to they would improve the system.

Hypothesis 4: operating performance is positively related to customer’s satisfaction and financial performance (Kaynak, 2003),

(Handfield et al, 1998; Hendricks and Singhal, 1997)

Question 6 Close-ended question

Hypothesis 5: quality data & reporting is positively to process management Question 7 Open-ended question, responses vary but a lot of similar suggestions.

Hypothesis 6: Supplier’s management is positively related to operating performance

(Flynn et al, 1995; Kannan & Tah, 2005).

Hypothesis 7a: design management is positively related to process management

Hypohesis 7b: design management id positively related to operating performance

Ahire & Dryfus (2000)