A Baseline Assessment of the Total Quality Management Pillars of Commitment to Quality, Customer Satisfaction and Continuous Improvement in a Manufacturing Concern
Keywords:Conformance to Quality, Customer Orientation, Process Improvement
The study intends to contribute to the field of TQM by exploring the relationship between commitment to quality and continuous improvement and giving emphasis on customer satisfaction on how it acts as a mediator. A survey instrument was adopted from Goh (2000) and used to obtain required information on the independent and dependent variables in assessing the level of TQM implementation in a manufacturing company at Quezon City, Philippines as primary respondents in which data were collected using the online platform. Data were analyzed using Factor analysis and a Partial Least Square Structural Equation Modeling (PLS-SEM) using the SmartPLS 3.0 software for the hypothesis testing and measurement of model fit for the structural model. The questionnaire measures the respondents’ perception on rating the company’s performance against each pillar with a total of 23 scale items that are rated on a 5-point Likert scale. As a whole, the constructs on customer satisfaction and continuous improvement have a significant relationship. Further research is needed to explore other mediating factors, components, and segments under each construct that are restricted on the instrument. Additionally, management direction in shaping organizational values and establishing a framework to bring about change will encourage all employees to participate in this process and may impact the outcome of TQM success are restricted on the instrument.
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