The impact of Total Quality Management on organizational performance

Abstract

This study came to investigate the impact of Total Quality management (TQM) practices and strategies on organisational performance. TQM is defined as a strategy that essentially aimed to establish and deliver high quality products and services that cover all customers' demands and achieve a high level of customer satisfaction. This paper discusses the implementation of total quality management in Pakistan and explores the relationship between the effective implementation and organisational performance. TQM in Pakistan was implemented in three categories of implementation methods which are; quality control, quality assurance and continuous improvement. The findings indicate that TQM has two organisational performances, either is TQM practices effect the organisational performance, or it hinders organisations to achieve their goals in which this will negatively affect the organizational performance.

Keywords: Total Quality management, organisational performance, high quality products and services, customer satisfaction.