Total Quality Management Practices and Medium Enterprises: An Empirical Study based on Employees’ Experience
DOI:
https://doi.org/10.66635/by3mr450Keywords:
Total Quality Management, implementation, service-based, manufacturing-based, medium enterprise, employees, experienceAbstract
The study examines the implementation of Total Quality Management (TQM) practices in medium-sized enterprises in Assam in northeastern India, with a focus on enhancing operational performance, product quality, and competitiveness. It specifically examines TQM practices adopted by service-based and manufacturing-based enterprises in Kamrup (Rural) and Kamrup (Metropolitan) Districts of Assam. Using a quantitative approach, data were collected from 600 employees, 300 from each of these two types of enterprises, through convenience sampling due to the lack of formal sampling frames. Findings highlight that employees with more than 15 years of experience in service-based enterprises require specific attention regarding top management activities, likely due to their seniority and leadership roles. Employees with less than 5 years of experience in manufacturing-based enterprises need to be emphasized, possibly indicating a focus on establishing foundational knowledge and skills crucial for manufacturing processes. Employees in service-based medium enterprises operating for over 5 years understand the significance of process-centred activities, particularly regarding designing new products or services. These findings suggest that experience significantly influences how employees perceive and engage with TQM principles within their respective enterprises.
References
1.Akhtar, S., Zameer, H. and Saeed, R. (2014). Impact of Total Quality Management on the Performance of Service Organizations in Pakistan. International Journal of Academic Research in Economics and Management Sciences, 3(6), 109-117. doi: 10.6007/IJAREMS/v3-i6/1350
2.Al-Salim, A.A.A. (2018). Total Quality Management Its Impact on the Performance of Educational Institutions. International Journal of Scientific and Research Publications, 8(8), 239-247. doi: 10.29322/IJSRP.8.8.2018.p8029
3.Balkrishna, A., Mishra, S., Dabhade, N. R. & Vedpriya, A. (2022). MSME contribution to the entrepreneurship, employment and sustainable societal development in Kamrup, Assam, India. IOSR Journal of Humanities and Social Science (IOSR-JHSS), 27(8), 44-50. doi: 10.9790/0837-2708084450
4.Banik, G. G. & Boro, J. K. (2024). A study on liquidity and profitability of micro, small and medium enterprises (MSMES) in Assam, India. Asian Journal of Management and Commerce, 5(1), 532-535.
5.Bou-Llusar, J. C., Escrig-Tena, A. B., Roca-Puig, V., & Beltrán-Martín, I. (2009). An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model. Journal of Operations Management, 27(1), 1-22.
6.Chawla, D. & Sondhi, N. (2011). Research Methodology. (1st ed.). Noida, India: Vikas Publishing House Private Limited.
7.Das, D. & Gupta, I. D. (2022). Employment in the MSME Sector - A Focused Study on the State of Assam. Coherence: A Scientific Journal, 1(1), 41-59.
8.Dewhurst, F. & Martinez- Lorente, A.R. (1998). Total quality management: Origins and Evolution of the term. The TQM Magazine, 10(5), 392-406. doi: 10.1108/09544789810231261
9.Dipasupil, S. R. & Dipasupil, R. S. (2018). Relationship between Total Quality Management Practices and Financial Performance of Small and Medium Sized Manufacturing Companies in the Philippines. Indian Journal of Science and Technology, 11(20), 1-6. doi: 10.17485/ijst/2018/v11i20/98364
10.Fotopouls, C.B. & Psomas, E.L. (2009). The Impact of soft and hard TQM elements on quality management results. International Journal of Quality and Reliability Management, 26(2), 150-163. doi: 10.1108/02656710910928798
11.Gautam, V. (2010). Total Quality Management (a case study of IBM). International Referred Research Journal, 2(21), 59-62.
12.Goklani, R. & Fulwari, A. (2024). Study of Performance of MSME Sector in North- Eastern Region of India. Liberal Studies, 9(1), 77-90.
13.Grover, S., Agrawal, V.P. & Khan, I. A. (2006). Role of human factors in TQM: a graph theoretic approach. Benchmarking: An International Journal, 13(4), 447-468. doi: 10.1108/14635770610676290
14.Hrgović, A. M., Črnjar, K. and Škarica, I., (2020). Employee Engagement and Improvement as important principles of TQM in Public Health Institutes. Zbornik Veleučilšta u Rejeci, Vol. 8, 189-201.
15.Israr, M., & Gangele, A. (2014). A Comparative Analysis between Small and Medium Scale Manufacturing Company through Total Quality Management Techniques. International Conference on Industrial Engineering and Operations Management, 43-52.
16.Joiner, T.A. (2007). Total Quality Management and performance: role of organization support and co-worker support. International Journal of Quality & Reliability Management, 24(6), 617-627. doi: 10.1108/02656710710757808
17.Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, 21(4), 405-435.
18.Kumar, V., Choisne, F., de Grosbois, D., & Kumar, U. (2009). Impact of TQM on company’s performance. International Journal of Quality & Reliability Management, 26(1), 23-37.
19.Kumar, R., Garg, D. & Garg, T.K. (2011). TQM Success Factors in North Indian Manufacturing and Service Industries. TQM Journal, 23(1), 36-46. doi: 10.1108/17542731111097470
20.Kumar, M., Khurshid, K.K. & Waddell, D. (2014). Status of Quality Management practices in manufacturing SMEs: a comparative study between Australia and the UK. International Journal of Production Research, 52(21), 6482-6495. doi: 10.1080/ 00207543.2014.948574
21.Malhotra, N. K. & Dash, S. (2011). Marketing Research, An Applied Orientation (6th ed.). India: Pearson.
22.Neagu, C. (2016). The importance and role of small and medium-sized businesses. Theoretical and Applied Economics, XXIII, 3(608), 331-338.
23.Oakland, J. S. (2014). Total Quality Management and Operational Excellence: Text with Cases (4th ed.). Routledge.
24.Popadić, D., Živanović, V. & Živanovic, S. N. (2022). The Importance of Small and Medium Enterprise Development for Efficient Global Market Environment. Chinese Business Review, 21(3), 102-107. doi: 10.17265/1537-1506/2022.03.003
25.Psomas, E. L., & Antony, J. (2015). Total Quality Management elements and results in higher education institutions. Quality Assurance in Education, 23(2), 206-223.
26.Psomas, E. L., Vouzas, F. K., & Kafetzopoulos, D. P. (2014). Quality management benefits through the “soft” and “hard” aspect of TQM in food companies. The TQM Journal, 26(5), 431-444.
27.Quazi, H.A. & Padibjo, S.R. (1998). A journey toward total quality management through ISO 9000 certification – a study on small and medium sized enterprises in Singapore. International Journal of Quality &Reliability Management, 15(5), 489-508. doi: 10.1108/02656719810196225
28.Rahman, M. F., Baral, L. M., Chowdhury & Khan, A. N. (2009). Quality Management in Garment Industry of Bangladesh. Management of Sustainable Journal, 1(2), 1-7.
29.Sadikoglu, E., & Zehir, C. (2010). Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms. International Journal of Production Economics, 127(1), 13–26.
30.Sahoo, S. and Yadav, S., (2018). Total Quality Management in Indian Manufacturing SMEs. Procedia Manufacturing. Vol. 21, 541-548.
31.Sharma, S. & Neog, J. (2017). Role of Micro, Small and Medium Enterprises in the Development of Entrepreneurship in Sonitpur District of Assam. IOSR Journal of Business and Management, 9(9), 24-29. doi: 10.9790/487X-1909052429
32.Sila, I., & Ebrahimpour, M. (2003). Examination and comparison of the critical factors of total quality management (TQM) across countries. International Journal of Production Research, 41(2), 235-268.
33.Talib, F., Rahman, Z., and Qureshi, M.N. (2011). Analysis of Total Quality Management Practices in Manufacturing and Service Sectors. Special Issue of the International Journal of the Computer, the Internet and Management, Vol. 19, No. 1. 1-8.
34.Talib, F., Rahman, Z., & Qureshi, M. N. (2011). Assessing the awareness of total quality management in Indian service industries: An empirical investigation. Asian Journal on Quality, 12(3), 228-243.
35.Temtime, Z. T., & Solomon, G. H. (2002). Total quality management and the planning behavior of SMEs in developing economies. The TQM Magazine, 14(3), 181–191.
36.Ugboro, O. & Obeng, K. (2000). Top Management Leadership, Employee Empowerment, Job Satisfaction and Customer Satisfaction in TQM Organizations: An Empirical Study. Journal of Quality Management, 5, 247-272.
37.Yasin, M.M., Alavi, J., Kunt, M. and Zimmererm T.W., (2004). TQM practices in service organizations: an exploratory study into the implementation, outcome, and effectiveness. Managing Service Quality, Vol. 14, No. 5, 377-389.
38.Yosuf, S.M. and Aspinwall, E.M., (2000). Critical success factors in Small and Medium Enterprises survey results. Total Quality Management, Vol.11, 448-462.
39.Yusof, S. M., & Aspinwall, E. (2000). TQM implementation issues: Review and case study. International Journal of Operations & Production Management, 20(6), 634–655.
