Organizational Approach to Total Quality Management: A Case Study

Abstract

The Malaysian Administrative Modernization and Management
Planning Unit (MAMPU) has outlined Total Quality Management
(TQM) by means of seven core principles: (1) top management
commitment, (2) strategic quality planning, (3) customer focus, (4)
training and recognition, (5) enhancing teamwork, (6) performance
measurement, and (7) quality assurance. Malaysian organizations
are encouraged to apply these core principles in order to attain
competitive advantage in the marketplace. The present study
has made an attempt to survey the level of awareness and
implementation of these principles in a typical Malaysian
organization. The data has been collected through a questionnaire
survey and interviews. Seventy two of the total of 125 employees of
the organization participated in the survey. Details of the findings
are discussed and implications are highlighted.
Keywords: Total Quality Management (TQM), Implementation, Case
Study, Malaysia
JEL classification: M11, L15