AN EXPLORATION INTO THE DIMENSIONS OF TQM AIMED AT CREATING MODELS FOR THE EFFECTIVE MEASUREMENT OF TQM

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Patsy Govender

https://doi.org/10.22495/cocv9i3c4art6

Abstract

Total Quality Management (TQM) is a comprehensive approach to ensuring employee involvement with the aim of improving corporate performance. It is highly congruent with organisation development approaches and values and when successfully implemented, TQM is tightly aligned with the organisation’s overall business strategy, maximises customer satisfaction and changes mindsets towards continuous quality improvement. This theoretical analysis aims to identify the dimensions that are critical for the effective measurement of TQM and then, to operationalise these dimensions into measurement criteria with the aim of creating models for practical application. The models will serve as a basis for the design of a valid and reliable measurement tool to assess the effectiveness of TQM in corporate environments.

Keywords: Organisation Development, Customer Satisfaction, Employee Involvement, Corporate Performance, Business Strategy

How to cite this paper: Govender, P. (2012). An exploration into the dimensions of TQM aimed at creating models for the effective measurement of TQM. Corporate Ownership & Control, 9(3-4), 481-490. https://doi.org/10.22495/cocv9i3c4art6