The TQM Impact: A Study of Quality Managers' Perceptions

Abstract

What is total quality management (TQM)? Does it work? To address these important questions, this article reports results of a study of quality managers' perceptions on TQM. A survey was mailed to 250 quality control professionals to test relationships between TQM use and important process/outcome constructs. A response rate of about 75 percent was attained. The empirical evidence suggests that TQM brings increased quality and productivity, along with improved customer and employee satisfaction. Moreover, significant structural equation mode! links were found among the following: cooperation, employee satisfaction, product quality, productivity, and customer satisfaction. Cooperation triggers a chain reaction of positive outcomes. Implications for TQM practice and theory can be drawn from the results.