TQM Practice in ISO 9000 Certified Manufacturing Company: A Case Study in NSEM

Puvanasvaran, A. Perumal (2004) TQM Practice in ISO 9000 Certified Manufacturing Company: A Case Study in NSEM. Masters thesis, Universiti Putra Malaysia.

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Abstract

Companies need to have efficient systems that everyone understands and uses to be competitive today. Total Quality Management (TQM) has become one of the tools in developing a good business system. This study is an account of an effort to initiate TQM as the overarching management strategy at NSEM. It examines perceptions reported by employees as they learned about key elements of TQM and either attempted to incorporate them into their work practices or considered the possibility of doing so. The study was embarked upon with a view to evaluate and identify the main criteria of practice on TQM among the middle management group. This group of people was surveyed using Questionnaires that have questions related to the six main criteria of TQM base on the Malcolm Baldrige National Quality Award (MBNQA). The criteria were; employee training and development, process management, quality measurement and benchmarking, top management commitment, customer involvement and satisfaction and strategy and planning. Respondents' perceptions regarding each item from these criteria were analyzed by considering the effect of the criteria on the company's practice and the relationship between employees' background with TQM practice. From the analysis of both employees' perceptions in agree ness to criteria and the main total quality management practices related to NSEM several findings have been identified. The findings suggest that in NSEM two areas "customer focus and satisfaction" and "Strategy and planning" become main important criteria for their success. Furthermore, TQM practices in NSEM are significant with several background factors of middle management such as sex, qualification and race but these factors are not giving much impact of the TQM practices.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Total quality management, Production management
Subjects: T Technology > T Technology (General)
T Technology > TS Manufactures
Divisions: Library > Tesis > FKP
Depositing User: Nor Aini Md. Jali
Date Deposited: 05 Sep 2014 10:38
Last Modified: 28 May 2015 04:27
URI: http://eprints.utem.edu.my/id/eprint/12835
Statistic Details: View Download Statistic

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