1. Introduction
1.1 Title of the study: An investigation of the impact of Total Quality Management on organizational performance in the third sector: A Case study in Community Partners International
1.2 Background of the study
Unlike the business setting, the donor agencies are the customers for the non-profit organizations. The community who directly get the services of the third sector can be regarded as the consumers. But, like the business is to fulfill the customer’s satisfaction is the top priority.
Kirst-Ashman & Grafton H. Hull (2011) stated total quality management (TQM) as the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques and training. …show more content…
2) What kinds of TQM components are more effecting in third sector organizations?
3) How do TQM practices effect on the organizational performance?
4) What sorts of gaps and challenges may be faced when applying the TQM strategy?
2. Literature Review
2.1 Total Quality Management
Total Quality Management is the qualitative management strategy to fulfill the customer’s satisfaction by synergizing all resources into the integrated system and developing the quality of employees. And, it focuses on the sustainable quality improvement of the product or services along the process of production.
Evolution of TQM
According to Demirbag et al., (2006); Talib et al., (2010), “the quality management concept was recognized since ancient times in Japan in the late 1930s specifically after the World War II. After that, several firms in the manufacturing sector were focused on enhancing quality and utilizing tools that directly aim to control quality at these firms.” cited by Dhafer Al-Qahtani, et al., (2015).
In terms of the evolution of TQM, 4 main stages are identified as shown in Figure 2.
They are:
(1) Inspection
(2) Quality Control
(3) Quality Assurance …show more content…
1.Customer-Focused
The core value of the TQM strategy is customer-focused. In delivering the services or product, customer-focus is an important approach as a part of the TQM.
One of the famous certified quality manager, Westcott (2005) wrote about the customer focus that even though the organization tried for quality improvement by upgrading the equipment, training to staff, It was fundamental to understand that the customer ultimately determines the level of quality.
2. Involvement of Employee
In the organization, it is critical to empower the staff for involvement. Furthermore, it leads the ways of synergistic team effort to reach the common goal of the firm.
Involvement of the employee is stated that encouraging the staff for their development, retaining the competent staff and empowering and recognizing achievements (Hessen, 2015).
Mambanda, et al., (2017) cited that “Chitale et al (2003) argues that total means that TQM includes all activities, departments, everyone in the organization, all the time. It leaves nothing out as everything in the firm is involved in TQM, which means it eliminates silo thinking, and encourages
1.1 Title of the study: An investigation of the impact of Total Quality Management on organizational performance in the third sector: A Case study in Community Partners International
1.2 Background of the study
Unlike the business setting, the donor agencies are the customers for the non-profit organizations. The community who directly get the services of the third sector can be regarded as the consumers. But, like the business is to fulfill the customer’s satisfaction is the top priority.
Kirst-Ashman & Grafton H. Hull (2011) stated total quality management (TQM) as the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques and training. …show more content…
2) What kinds of TQM components are more effecting in third sector organizations?
3) How do TQM practices effect on the organizational performance?
4) What sorts of gaps and challenges may be faced when applying the TQM strategy?
2. Literature Review
2.1 Total Quality Management
Total Quality Management is the qualitative management strategy to fulfill the customer’s satisfaction by synergizing all resources into the integrated system and developing the quality of employees. And, it focuses on the sustainable quality improvement of the product or services along the process of production.
Evolution of TQM
According to Demirbag et al., (2006); Talib et al., (2010), “the quality management concept was recognized since ancient times in Japan in the late 1930s specifically after the World War II. After that, several firms in the manufacturing sector were focused on enhancing quality and utilizing tools that directly aim to control quality at these firms.” cited by Dhafer Al-Qahtani, et al., (2015).
In terms of the evolution of TQM, 4 main stages are identified as shown in Figure 2.
They are:
(1) Inspection
(2) Quality Control
(3) Quality Assurance …show more content…
1.Customer-Focused
The core value of the TQM strategy is customer-focused. In delivering the services or product, customer-focus is an important approach as a part of the TQM.
One of the famous certified quality manager, Westcott (2005) wrote about the customer focus that even though the organization tried for quality improvement by upgrading the equipment, training to staff, It was fundamental to understand that the customer ultimately determines the level of quality.
2. Involvement of Employee
In the organization, it is critical to empower the staff for involvement. Furthermore, it leads the ways of synergistic team effort to reach the common goal of the firm.
Involvement of the employee is stated that encouraging the staff for their development, retaining the competent staff and empowering and recognizing achievements (Hessen, 2015).
Mambanda, et al., (2017) cited that “Chitale et al (2003) argues that total means that TQM includes all activities, departments, everyone in the organization, all the time. It leaves nothing out as everything in the firm is involved in TQM, which means it eliminates silo thinking, and encourages