Effect of Total Quality Management (TQM) on Organizational Performance in ICT Firms (Staunton and Lycett Nig. Limited, Abuja)

Authors(3) :-David Love Opeyemi, Aladeojebi Oluwatosin Isaiah, Olagunju Victor Olugbenga

This research work assessed the TQM practices and its effect on organizational performance at Staunton and Lycett Nig. Limited, Abuja. A population of 60 workers comprising both senior and junior staff and also the technical staff was used for the study. The key findings showed there is a positive change in the organizational performance level of Staunton and Lycett Nig. Limited as a result of effective implementation of TQM practices. Finally, the authors recommends that the organization should enhanced the continuous implementation of TQM to increase performance.

Authors and Affiliations

David Love Opeyemi
Department of Project Management Technology, Federal University of Technology Akure, Ondo State, Nigeria
Aladeojebi Oluwatosin Isaiah
Department of Project Management Technology, Federal University of Technology Akure, Ondo State, Nigeria
Olagunju Victor Olugbenga
Department of Project Management Technology, Federal University of Technology Akure, Ondo State, Nigeria

Total Quality Management (TQM), Organizational Performance, Quality, Service.

  1. Abraham, M., Crawford, J. and Fisher, T. (1999). Key factors predicting effectiveness of cultural change and improved productivity in implementing total quality management. International Journal of Quality & Reliability Management 16: 112- 132.
  2. Ahire, S.L., Golhar, D.Y. and Waller, M.A. (1996). Development and validation of TQM implementation constructs. Decision Sciences, Vol. 27 No. 1, pp. 23-56.
  3. American Society for Quality, ASQ (2016). Glossary: Q. American Society for Quality. Available at: http://asq.org/glossary/q.html . Accessed August 24, 2016.
  4. Arumugam, V., Keng - Boon, Ooi. and Fong, T.C. (2008). TQM practices and quality management performance- an investigation of their relationship using data from ISO 9001:2000 firms in Malaysia. The TQM Magazine, 20(6): pp. 636-650.
  5. Claver, E., Gasco, J. L., Llopis, J., & Gonzalez, R. (2001). The strategic process of a cultural change to implement total quality management: a case study. Total Quality Management, 12: pp. 469-482.
  6. Crosby, P.B. (1979). Quality is free: The Art of Making Quality Certain. New American Library, New York.
  7. Deming, E. W. (1986). Out of the crisis: Quality, Productivity, and Competitive Position. Cambridge University Press, MA, MIT/Centre for Advanced Engineering Studies.
  8. Demirbag, M., Tatoglu, E., Tekinkus, M., Zaim, S. (2006). An analysis of the relationship between TQM implementation and organizational performance: Evidence from Turkish SMEs. Journal of Manufacturing Technology Management, Volume 17, No. 6, pp. 829-847
  9. Department of Defense, DOD (1989). Total Quality Management in the Department of Defense. Airforce Institute of Technology.
  10. Enekwechi, C. (1992). The Need for Value Engineering Analysis in Quality Surveying in Nigeria. Builders Magazine, Vol. VII, No. 1. Pp. 5 -6
  11. Estelle M. Morin and Luc K. Audebrand (2014). Organizational Performance and Meaning of work: Correcting for restricted Range. https://www.researchgate.net/publication/228938395
  12. Fotopoulous Christos B. and Psoma L. Evangelos. (2009). The impact of ‘soft’ and ‘hard’ TQM elements on Quality management results. International Journal of Quality and Reliability Management, Vol 26 Issue 2, Pp 150 - 163, https://doi.org/10.1108/02656710910928798.
  13. Glover, J. (1993). Achieving the organizational change necessary for successful TQM. International Journal of Quality &Reliability Management 10: 47-64.
  14. Hasan, M. and Kerr, R.M. (2003). The relationship between TQM practices and organizational performance in service.
  15. Hashmi, K. (2004). Introduction and implementation of total quality management. Available at: www.isixsigma.com/library/content/c031008a.asp
  16. Hendricks, K. B. and Singhal, V. R. (1999). Don’t count TQM out. Quality Progress 32(4): 35-40.
  17. Iruobe O.J., Ojambati T.S., Akinpade J.A., and Tracy Iruobe (2012). An investigation into the impact of Total Quality Management Application in the Construction Industry (A Case of Training). Emerging Trends in Economics and Management sciences. Volume 3, Issue 1.
  18. Jeng, Y.C. (1998). Performance evaluation of ISO 9000 registered companies in Taiwan. The TQM Magazine, Vol. 10, No. 2, pp. 132-138.
  19. Juran, J.M. (1988). Juran‘s Quality Control Handbook, 4th Ed,McGraw-Hill, New York, NY.
  20. Jurow, Susan and Susan B. Barnard, ed (1993). Integrating Total Quality Management in a Library Setting, New York: The Haworth Press.
  21. Kaplan, R.S and Norton, D.P (1992). The balanced Scorecard: measures that drive performance. Harvard Business Review, Jan - Feb, 71 - 79
  22. Longtau P., Justina A. M Majidadi S.T and Gillian Makwin (2016). Assessment of the factors militating against adherence to Quality Control in Building Construction. International Journal of Scientific and Engineering Research, Volume 7, Issue 4.
  23. Lynch, R.L and Cross, K.F (1991). Measure up: The Essential Guide to Measuring Business Performance. Mandarin: London.
  24. Ngai, E. W. T., and Cheng, T.C.E. (1997). Identifying potential barriers to total quality management using principal component analysis and correspondence analysis. International Journal of Quality &Reliability Management 14: 391-408.
  25. Ngambi T. M arcel and Nkemkiafu Ayankeng Godlove (2015). The Impact of Total Quality Management on Firm’s Organizational Performance. American Journal of Management. Vol. 15(4).
  26. Oakland, J. (1993). Total quality management: The route to improving performance. London, Butterworth Heinemann.
  27. Oakland, J., (2000). Total quality management - Text with cases, 2nd edition, Butterworth Heinemann.
  28. Pike, J., & Barnes, R. (1996). TQM in Action: A practical approach to continuous performance improvement. London: Chapman and Hall.
  29. Powell, T.C (1995). Total Quality Management as Competitive advantage: a review and Empirical Study. Strategic Management Journal, Vol. 16, pp. 15 - 37.
  30. Prajogo, D.I., & Brown, A. (2004). The relationship between TQM practices and quality performance and the role of formal TQM programs: An Australian empirical study. Quality Management Journal, Vol. 11, pp. 31-43.
  31. Prajogo, I.D. and Sohal, S.A. (2003). The relationship between TQM practices, quality performance, and innovation performance: an empirical examination. International Journal of Quality & Reliability Management, 20(8): pp. 901-918.
  32. Stanciu Ion, Dragut Bogdanel and Orcheian Oana Mihaela (2012). TQM implementation for Effective Project Management. International Journal of Academic research in Accounting, Finance and Management Sciences, Volume 2, Special Issue 1, pp. 115 - 119.
  33. Talib, F., Rahman, Z. &Qureshi, M.N. (2012). Impact of Total Quality Management and Service Quality in the Banking Sector. J Telecommun Syst Manage, 1: pp.102.
  34. Tamini M (1995). An Empirical Investigation of Critical Factors using exploratory Factor Analysis, International Journal of Production Research, 33(11), 3041 - 3051

Publication Details

Published in : Volume 6 | Issue 2 | March-April 2019
Date of Publication : 2019-03-30
License:  This work is licensed under a Creative Commons Attribution 4.0 International License.
Page(s) : 15-27
Manuscript Number : IJSRSET19616
Publisher : Technoscience Academy

Print ISSN : 2395-1990, Online ISSN : 2394-4099

Cite This Article :

David Love Opeyemi, Aladeojebi Oluwatosin Isaiah, Olagunju Victor Olugbenga, " Effect of Total Quality Management (TQM) on Organizational Performance in ICT Firms (Staunton and Lycett Nig. Limited, Abuja) , International Journal of Scientific Research in Science, Engineering and Technology(IJSRSET), Print ISSN : 2395-1990, Online ISSN : 2394-4099, Volume 6, Issue 2, pp.15-27, March-April-2019. Available at doi : https://doi.org/10.32628/IJSRSET19616      Citation Detection and Elimination     |     
Journal URL : https://ijsrset.com/IJSRSET19616

Article Preview