Proposal of a causal model to measure the impact of quality management system on industrial performance: a case study of a multinational energy company located in Casablanca, Kingdom of Morocco

Abstract

The purpose of this article is to present a statistical approach using latent and manifest variables applied to measure the quality management system performance of a multinational energy company located in Casablanca, Kingdom of Morocco. The principal idea is to measure the impact of quality practices (which are divided into five segments: leadership, strategy and policy, human resources, partnerships and resources, and process management) on the total performance (which is divided into four perspectives: customer result perspective, financial result perspective, staff result perspective, society result perspective). For this, we use the SEM's resolution based on the partial least squares (PLS) method via the XL-STAT software on a sample of 120 questionnaires administered face-to-face with managers, technicians, engineers and directors of this company. The obtained results should be examined in order to plan the improvements and develop an action plan.