A study of the impact of TQM on organizational performance of the Telecommunication Industry in Iran

Abstract

TQM is an integrative philosophy of management for continuously improving the quality of products and processes. TQM is based on the premise that the quality of products and processes is the responsibility of everyone involved with the creation or consumption of the products or services which are offered by an organization, requiring the involvement of management, workforce, suppliers, and customers, to meet or exceed customer expectations. The aim of this study is to explore the impact of TQM practices on the performance of the Telecommunication companies of Iran. Telecom sector is constantly striving to develop the quality of its services to achieve business objectives. A conceptual framework model to investigate the assumed association is developed and tested. The results are based on an investigation tool developed through an wide literature review. To analyze the complex relationship between the variables, Structural Equation Modeling (SEM) methodology was employed. For the current study, 330 questionnaires were randomly scattered among the sample members, meaning the IT staff, Sales and marketing, administrative and organizational, technical and quality warranty, financial and other parts, which 225 were returned and used in the research process. From this count, 150 were men and 75 women, between ages 24-58, 130 recruited and 95 Contractors at the top, middle and bottom jobs. The information collected from this 225 respondents was used to analysis the model by using AMOS 16.Analysis of the data supports a strong and positive relationship between the TQM practices and quality performance, innovation performance and organization performance.