ISSN (Online): 2321-3418
server-injected
Economics and Management
Open Access

Total Quality Management and Employee Performance among Motorcycle Dealers: Basis for TQM Initiatives

DOI: 10.18535/ijsrm/v12i03.em21· Pages: 6204-6219· Vol. 12, No. 03, (2024)· Published: March 25, 2024
PDF
Views: 1,511 PDF downloads: 276

Abstract

Total Quality Management is an organizational technique for continuous improvement that would improve and augment employee performance. The study explores the relationship between total quality management and employee performance. This paper helps fill a gap in the literature by measuring total quality management implementation and employee performance among motorcycle dealers. The study's dependent variable is employee performance with two sub-variables: task performance and contextual performance. While the independent variable is total quality management using ISO 9001:2015 standards, namely, customer focus, leadership, engagement of people, process approach, evidence-based decision making, continual improvement, and relationship management. The study utilized quantitative and descriptive research design. The study took 145 participants using a simple random sampling method. The study results have shown that the seven TQM elements significantly influence employee performance measures. The findings imply that total quality management plays a vital role in the performance and success of an organization. Hence, motorcycle dealers should continue implementing total quality management with all variables to improve performance. Motorcycle dealers should improve employees' involvement, commitment, and awareness of TQM, enhance the organizational structure, and provide resources to overcome the barriers that prevent effective implementation of TQM.

 

 

 

 

Keywords: Total Quality Management, Employee Performance, Motorcycle Dealers

Keywords

Total Quality ManagementEmployee PerformanceMotorcycle Dealers

References

  1. Aarabi, M., Saman, M. Z. M., Wong, K. Y., Azadnia, A. H., & Zakuan, N. (2012). A comparative study on critical success factors (CSFs) of ERP systems implementation among SMEs and large firms in developing countries. International Journal of Advancements in Computing Technology, 4(9), 226-239.Google Scholar ↗
  2. Aartsengel, A. V., & Kurtoglu, S. (2013). A Guide to Continuous Improvement Transformation: Concepts, Processes, Implementation.Google Scholar ↗
  3. Ababneh, O. M. A. (2020). The impact of organizational culture archetypes on quality performance and total quality management: the role of employee engagement and individual values. International Journal of Quality &Amp; Reliability Management, 38(6), 1387–1408. https://doi.org/10.1108/ijqrm-05-2020-0178DOI ↗Google Scholar ↗
  4. Abdullateef, A. O., & Salleh, S. M. (2013). Does customer relationship management influence call centre quality performance? An empirical industry analysis. Total Quality Management & Business Excellence, 24(9–10), 1035–1045.Google Scholar ↗
  5. Abou-Moghli, Azzam (2015). The Role of Organizational Support in Improving Employees Performance. International Business Research, 8(2), doi:10.5539/ibrv8n2p198DOI ↗Google Scholar ↗
  6. Agarwal, U. A. (2014). Linking justice, trust and innovative work behaviour to work engagement. Personnel Review, 43(1), 41–73. https:// doi.org/10.1108/PR-02-2012-0019.DOI ↗Google Scholar ↗
  7. Aguinis, H. (2018). Performance management (4th ed.). Chicago, IL: Chicago Business Press.Google Scholar ↗
  8. Ahmad, M. F., Zakuan, N., Jusoh, A., Tasir, Z. & Takala, J. (2013). Meta-analysis of the relationship between TQM and business performance.IOP Conference Series: Materials Science and Engineering. 1 ed. Vol. 46, 012020Google Scholar ↗
  9. Ahmed, A. O., & Idris, A. A. (2020). Examining the relationship between soft total quality management (TQM) aspects and employees' job satisfaction in “ISO 9001” Sudanese oil companies. The TQM Journal.Google Scholar ↗
  10. Al-Qahtani, N. D., Alshehri, S. S., & Aziz, A. A. (2015). The impact of Total Quality Management on organizational performance. European Journal of Business and Management,7(36),119–127. https://iiste.org/Journals/index.php/EJBM/article/download/27529/28244Google Scholar ↗
  11. American Society for Quality, (2022). What are Quality Standards? List of ISO Quality Management Standards | ASQ. (n.d.). https://asq.org/quality-resources/learn-about-standardsGoogle Scholar ↗
  12. Anam Iqbal, Muhammad Asrar-ul-Haq, (2018). Establishing relationship between TQM practices and employee performance: The mediating role of change readiness, International Journal of Production Economics, Volume 203, 2018, Pages 62-68, ISSN 0925-5273, https://doi.org/10.1016/j.ijpe.2018.05.034.DOI ↗Google Scholar ↗
  13. Fluet, B. (2021). What is Descriptive Research? https://invoke.com/blog/what-is-descriptive-researchGoogle Scholar ↗
  14. Fortune Business Insights, (2022). Motorcycle Market to Reach $223.50 billion by 2029. (n.d.). (accessed online) https://www.fortunebusinessinsights.com/press- release/global- motorcycle-market-10661Google Scholar ↗
  15. Ganyang, G.M.T. (2019). The Impact of Organization culture and Work Environment on Employee Engagement and its Implication on Employee Performance of the Automotive Industry in Jakarta, Indonesia. Archives of Business Research, Vol. 7(9), pp. 64-70.Google Scholar ↗
  16. Garcia, H. (2018). Quality Management System Implementation of State Universities in Bukidnon A Standard for Quality Education.Google Scholar ↗
  17. García-Izquierdo, A. L., Ramos-Villagrasa, P. J., & Lubiano, M. A. (2020). Developing Biodata for Public Manager Selection Purposes: A Comparison between Fuzzy Logic and Traditional Methods. Revista De Psicología Del Trabajo Y De Las Organizaciones, 36(3), 231–242. https://doi.org/10.5093/jwop2020a22DOI ↗Google Scholar ↗
  18. Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.10.1080/1359432X.2019.1576632DOI ↗Google Scholar ↗
  19. Gotzamani, (2015). The Effects of Total Quality Management Practices on Performance and the Reasons of and the Barriers to TQM Practices in TurkeyGoogle Scholar ↗
  20. Gül, C. (2013). Bankacılık Sektöründe Görev Performans ve Bağlamsal Performans: Yalovaİlinde Bir Araştırma. Unpublished Master Thesis. Yalova University, Social Sciences Institute, Yalova,Turkey.Google Scholar ↗
  21. Habib, Nazia; Awan, Sajid Hussain; Naveed, Shaheryar; Shoaib Akhtar, Chaudhry (2020). Effectiveness of Interpersonal Leadership for Engagement and Task Performance of Nurses. SAGE Open, 10(2), 215824402092442–. doi:10.1177/2158244020924429DOI ↗Google Scholar ↗
  22. Hackman, J., & Wageman, R., 2015. Total quality management: empirical, conceptual and practical issues, administrative science quarterly, 40(1995): 309-343.Google Scholar ↗
  23. Hao, P., He, W., and Long, L.-R. (2017). Why and when empowering leadership has different effects on employee work performance: the pivotal roles of passion for work and role breadth self-efficacy. J. Leadersh. Organ. Stud. 25:154805181770751.Google Scholar ↗
  24. Haroon, U., & Shariff, M. N. M. (2016). The interplay of innovation, TQM practices and SMEs performance in Pakistan:Google Scholar ↗
  25. H. HartiniA. Fakhrorazi Rabiul Islam. (2019). The effects of cultural intelligence on task performance and contextual performance: An empirical study on public sector employees in Malaysia. Humanities and Social Sciences Reviews (2019) 7(1) 215-227 DOI: 10.18510/hssr.2019.7126DOI ↗Google Scholar ↗
  26. Harzer, C., & Ruch, W. (2014). The role of character strengths for task performance, job dedication, interpersonal facilitation, and organizational support. Human Performance, 27(3), 183-205.Google Scholar ↗
  27. Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of Customer Relationship Management on Customer Satisfaction. Procedia Economics and Finance, 23, 563–567. https://doi.org/10.1016/s2212-5671(15)00513-4DOI ↗Google Scholar ↗
  28. Heyns, M. M., & Boikanyo, D. H. (2019). The effect of work engagement on total quality management practices in a petrochemical organization. South African Journal of Economic and Management Sciences, 22(1), 1-13.Google Scholar ↗
  29. Hermawan, H., Thamrin, H. M., & Susilo, P. (2020). Organizational citizenship behavior and performance: the role of employee engagement. Journal of Asian Finance, Economics and Business, 7(12), 1089–1097. https://doi.org/10.13106/jafeb.2020.vol7.no12.1089DOI ↗Google Scholar ↗
  30. Herman, L. E., Sulhaini, S., & Farida, N. (2020). Electronic customer relationship management and company performance: Exploring the product innovativeness development. Journal of Relationship Marketing, 1–19.Google Scholar ↗
  31. Hidayah, S., & Harnoto. (2018). Role of organizational citizenship behavior (OCB), perception of justice, and job satisfaction on employee performance. Jurnal Dinamika Manajemen, 9(2) 2018,170–178. https://doi.org/10.15294/jdm.v9i2.14191DOI ↗Google Scholar ↗
  32. Hines, T. (2014). Supply chain strategies: Demand driven and customer focused. Routledge.Google Scholar ↗
  33. ISO 9001:2015. (2021, September 1). ISO. https://www.iso.org/standard/62085.html International Organization for Standardization. (2023, February 2). ISO. https://www.iso.org/home.htmlGoogle Scholar ↗
  34. Hyun, S. S., & Perdue, R. R. (2017). Understanding the dimensions of customer relationships in the hotel and restaurant industries. International Journal of Hospitality Management, 64, 73–84. https://doi.org/10.1016/j.ijhm.2017.03.002DOI ↗Google Scholar ↗
  35. Janati, A., Hasanpoor, E., Hajebrahimi, S., & Sadeghi-Bazargani, H. (2018). Evidence-based management–healthcare manager viewpoints. International journal of health care quality assurance.Google Scholar ↗
  36. James Clear (2023). Continuous Improvement: How It Works and How to Master It https://jamesclear.com/continuous-improvementGoogle Scholar ↗
  37. Juda, M.A. (2014a). Total Quality Management Concepts and Applications. Dar Wael Publishing. Oman. Jordan.Google Scholar ↗
  38. Kiran, D. (2016). Total quality management. Mumbai: Elsevier Science. Management research: Review and research suggestions. International Journal of Operations & Production Management, 33(10), 1318-1345.Google Scholar ↗
  39. Kappagoda, U.W.M.R.S., Othman, H.Z.F. and De Alwis, G. (2014) Psychological Capital and Job Performance: The Mediating Role of Work Attitudes. Journal of Human Resource and Sustainability Studies,2,102-116. https://doi.org/10.4236/jhrss.2014.22009DOI ↗Google Scholar ↗
  40. Katou, A. A., Budhwar, P. S. and Patel, C. (2014). "Content VS. Process in the HRM Performance Relationship: An Empirical Examination", Human Resource Management, Vol. 53 No. 4, pp. 527-544.Google Scholar ↗
  41. Khali, D. (2020). A Proposed Model Based on Cloud Computing Technology to Improve Higher Education Institutions Performance. International Journal of Advanced Research in Engineering and Technology, 11(9).Google Scholar ↗
  42. Khanchanapong, T., Prajogo, D., Sohal, A. S., Cooper, B. K., Yeung, A. C., & Cheng, T. (2014). The unique and complementary effects of manufacturing technologies and lean practices on manufacturing operational performance. International Journal of Production Economics, 153, 191–203. https://doi.org/10.1016/j.ijpe.2014.02.021DOI ↗Google Scholar ↗
  43. Kim, H., Park, N. K., & Lee, J. (2014). How does the second-order learning process moderate the relationship between innovation inputs and outputs of large Korean firms? Asia Pacific Journal of Management, 31(1), 69–103.Google Scholar ↗
  44. Koehler, J. W. (2017). Continual Improvement in Government: Tools & Methods. Routledge.Google Scholar ↗
  45. Kohlbacher, M. and Reijers, H. (2013), “The effects of process-oriented organizational design on firm performance”, Business Process Management Journal, Vol. 19 No. 2, pp. 245-262.Google Scholar ↗
  46. Koopmans, L., Bernaards, C. M., k W. B., De Vet, H. C. W., & Van der Beek, A. J. (2011). Conceptual frameworks of individual work performance: a systematic review. Journal of Occupational and Environmental Medicine, 53(8), 856-866.Google Scholar ↗
  47. Koopmans, L. (2014). Measuring individual work performance. Zutphen: CPI Koninklijke Wöhrmann.https://doi.org/10.3233/ WOR-131659.Google Scholar ↗
  48. Rudolph, C. W., Katz, I. M., Lavigne, K. N., & Zacher, H. (2017). Job crafting: A meta-analysis of relationships with individual differences, job characteristics, and work outcomes. Journal of Vocational Behavior, 102, 112–138.Google Scholar ↗
  49. Sadeghi, G., Ahmadi, M., & Yazdi, M. T. (2016). The relationship between organizational citizenship behavior and organizational performance (Case study: Agricultural Jihad Organization of Mazandaran Province). Problems and Perspectives in Management, 14(3), 317–324. http://dx.doi.org/10.21511/ ppm.14(3-si).2016.03Google Scholar ↗
  50. Sadikoglu, Esin; Olcay, Hilal (2014). The Effects of Total Quality Management Practices on Performance and the Reasons of and the Barriers to TQM Practices in Turkey. Advances in Decision Sciences, 2014(), 1–17. doi:10.1155/2014/537605DOI ↗Google Scholar ↗
  51. Saffar, N., & Obeidat, A. (2020). The effect of total quality management practices on employee performance: The moderating role of knowledge sharing. Management Science Letters, 10(1), 77-90.Google Scholar ↗
  52. Saihu, S. (2020). The Urgency of Total Quality Management In Academic Supervision To Improve the Competency of Teachers. Edukasi Islami: Jurnal Pendidikan Islam, 9(02), 297-323.Google Scholar ↗
  53. Saks, A. M., & Gruman, J. A. (2014). What do we really know about employee engagement? Human Resource Development Quarterly, 25(2), 155–182. https://doi.org/10.1002/hrdq.21187.DOI ↗Google Scholar ↗
  54. Sallis, E. (2014). Total quality management in education. Routledge.Google Scholar ↗
  55. Sanderson, D. C., & Read, D. C. (2020). Recognizing and realizing the value of customer-focused property management. Property Management.Google Scholar ↗
  56. Santouridis, Ilias; Veraki, Androniki (2017). Customer relationship management and customer satisfaction: the mediating role of relationship quality. Total Quality Management & Business Excellence, (),112. doi:10.1080/14783363.2017.1303889DOI ↗Google Scholar ↗
  57. Saraf, A. (2019). Efficacy of ISO 9001:2015 to Support Operational Performance. Metropolitan State University ProQuest Dissertations Publishing, 2019. 13858779.Google Scholar ↗
  58. Sathishkumar, A. S., & Karthikeyan, P. (2014). Role of quality management practices in employee engagement and its impact on organizational performance. Journal of business management and social sciences research, 3(10), 1-5.Google Scholar ↗
  59. Sciarelli, M., Gheith, M., &Tani, M. (2020). The relationship between soft and hard quality management practices, innovation and organizational performance in higher education. The TQM Journal, 32(6), 1349-1372. doi: 10.1108/tqm-01-2020-0014DOI ↗Google Scholar ↗
  60. Shan, S., Zhao, S., & Hua, F. (2013). Impact of Quality Management Practices on the Knowledge Creation Process: The Chinese Aviation Firm Perspective. Comput. Ind. Eng., 64(1), 211-223.Google Scholar ↗
  61. Sharma, S. (2018). Total quality management. New Delhi: SAGE Publications.Google Scholar ↗
  62. Sequeira, A and Dhriti,A.(2015). Employee Relations and its Impact on Employee Performance: Case StudyGoogle Scholar ↗
  63. Škrinjar, R. and Trkman, P. (2013), “Increasing process orientation with business process management: critical practices”, International Journal of Information Management, Vol.33 No. 1, pp. 48-60.Google Scholar ↗
  64. Soltani, Z., & Navimipour, N. J. (2016). Customer relationship management mechanisms: A systematic review of the state-of-the-art literature and recommendations for future research. Computers in Human Behavior, 61, 667-688.Google Scholar ↗
  65. Subramanian, N., & Gunasekaran, A. (2015). Cleaner supply-chain management practices for twenty-first-century organizational competitiveness: Practice-performance framework and research propositions. International Journal of Production Economics, 164, 216- 233.Google Scholar ↗
  66. Sugannthi, L. & Samuel, A.A. (2015). Total Quality Management. New Delhi: Asoke K. Ghosh, PHI Learning Private Limited.Google Scholar ↗
  67. Sule, J. G., Ogbadu, E. E., & Nafiu, A. T. (2017). Factor Analysis of Total Quality Management Adoption by Smes in Nigeria.Google Scholar ↗
  68. Sunil Budhiraja, (2021). Can continuous learning amplify employees' change-efficacy andcontextual performance? Evidence from post-merger Indian organizationGoogle Scholar ↗
  69. Szőköl, I. (2015). Quality management system in educational process. In ICERI2015 Proceedings (pp. 7282-7285). IATED.Google Scholar ↗
  70. Taleghani, M., Akhlagh, E. M., & Hoseini, A. (2013). The effect of total quality management (TQM) on organization performance the mediation of market orientation. Interdisciplinary Journal of Contemporary Research in Business, 5(6), 627-239Google Scholar ↗
  71. Teplicka, K., Culkova, K., & Zeleznik, O. (2015). Application of Bayes principle optimum-optimization model for managerial decision and continual improvement. Polish Journal of Management Studies, 12(2), 170-179.Google Scholar ↗
Author details
Pacut Hyde Asiñero
Bukidnon State University/Don Carlos Polytechnic College
✉ Corresponding Author
👤 View Profile →