Perceived Effectiveness of Total Quality Management (TQM) Practice of the Public Sector Companies in India

Abstract

Total quality management (TQM) is a widely accepted philosophy of performance improvement through employee and customer satisfaction. TQM widened the quality concept from products to the entire range of organizational activities and extended the customer experience to beyond the product. As the employees at work can play a major role in adding quality to products including services, the successful integration of the human factor with quality programs is very critical to organizations. This study is an attempt to understand the satisfaction on TQM practices in their companies, as perceived by public sector employees in India. The data collected from 265 employees of 10 public sector companies using the method of stratified random sampling is analyzed through structural equation modelling (SEM). It is evident from this study that the employees of public sector companies are more satisfied with the effectiveness of education and training, leadership, and customer focus, out of a total of six factors taken up for the study. The study also highlights the scope for improving employees’ satisfaction with the other factors. The outcome of this study provides valuable input for the managers in reviewing their current TQM practices and making improvements for the future.