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Conceptualising the influence of total quality management and organizational performance in Klang Valley service industry

Omar, Siti Sarah and Ariffin, Zailin Zainal and Abdullah, Aida Nasirah and Mahadi, Nomahaza and Mokhtar, Fahirah Syaliza and Azman, Nur Azmiza (2018) Conceptualising the influence of total quality management and organizational performance in Klang Valley service industry. Advanced Science Letters, 24 (5). pp. 3240-3243. ISSN 19366612

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Studies on Total Quality Management (TQM) practices in service industry are scarce. This conceptual study sought to investigate the TQM best practices dimensions that could be applied by the service industry. The research in TQM in Malaysia have been explored quite extensively focusing particularly on manufacturing industry but not in other industry including service industry. The preliminary result indicated that seven dimensions of TQM could be applied for TQM best practice. The discussion and arguments in this conceptual study would be used further in the actual study to address the lacuna in research on TQM and provide insights for organizations to use TQM best practices in the service industry today. The main aim of this study is to determine the best practice dimensions of TQM in Malaysia’s service industry, taking into consideration the dimensions proposed by previous research (i.e.: leadership, supplier management, strategic planning, human resource management, customer focus, information and analysis and process management). This study will further identify how TQM could influence service industry organizational performance in Malaysia to fill the gap in TQM and service industry.

Item Type: Article
Uncontrolled Keywords: Organization performance; process management; service industry; supplier management; TQM practices
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > HD58.7-58.95 Organizational behavior, change and effectiveness. Corporate culture
Divisions: Faculty of Technology Management and Business > Department of Technology Management
Depositing User: Mr. Mohammad Shaifulrip Ithnin
Date Deposited: 23 Jun 2019 07:02
Last Modified: 23 Jun 2019 07:02
URI: http://eprints.uthm.edu.my/id/eprint/11302
Statistic Details: View Download Statistic

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