The effect of quality management processes (continuous improvement) on knowledge creation: A case study in telecommunication company of Hormozgan

Abstract

Today, the managers of the organizations considered quality management due to the intense competitive pressures and the attempt for its sustainability. Based on various studies, it was concluded that establishment of good quality management in the organizations leads into the improvement of organization performance and achieving competitive advantage for the organization. Most of the activities done to improve the quality in organization require knowledge creation in the organization. A study was done regarding the effect of quality management processes on knowledge creation in Telecommunication Company of Hormozgan province. The present study evaluated the condition of quality management system processes (measuring customer satisfaction, dealing with the complaints of the customer, internal audit, management review, process monitoring/product and corrective actions) of the organization regarding knowledge creation. The present study was descriptive-survey design from field branch. The study population was auditors and experts of quality management system. The calculated sample was 30 people in the company. The measuring instrument of the present study was a researcher-made questionnaire with 48 close questions. The reliability was calculated by Cronbach’s alpha as 0.827. Finally, the results of the study emphasized on the fact that: Processes (measuring customer satisfaction, dealing with the customer complaint, management review, corrective actions) in the organization led into the knowledge creation and share and improving the performance at lower average. The internal audit processes and process monitoring/ product in the organization led into the knowledge creation and share and improving the above average performance (desirable). The positive and negative factors in this case (6 cases) were analyzed and finally to improve the organization performance and increasing organizational knowledge, some solutions were presented.