Total Quality Management

This study explores the concept of Total Quality Management (TQM) and its impact on project performance. It discusses the principles of TQM, TQM practices that impact project performance, assessment of project performance, and the influence of TQM on project management practices. The study also highlights the importance of employee and customer satisfaction in achieving organizational goals. Find study material, solved assignments, and essays on Total Quality Management at Desklib.

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Abstract
Total quality management and both the concepts of the total quality management are essential to
determine and define the concept of the quality management. A cross sectional study is selected
because the study will not analyse and examine any trends. Moreover, this study will involve
data collection from a large number of organization so as to promote the representative sampling.
While at the same time, there will be resource constraints, and lack of sufficient time. In this
study process, data will be collected through the usage of questionnaire surveys and the
questionnaires will be distributed through online surveys and email. A total of 300 employees
and 200 customers will be surveyed through the questionnaires. Two different online surveys
will be conducted through the online questionnaires and one online link will be shared with the
employees and the customers that will have different set of questionnaires. 50 different
construction companies that will be used for assessing its leaders.

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Contents
Introduction......................................................................................................................................3
Research objectives.........................................................................................................................4
The key objective of the research is the to analyse the effect of total quality management on
the project performance...............................................................................................................4
Literature Review............................................................................................................................4
TQM practices that impact the project performance...................................................................4
Assessment of the project performance.......................................................................................6
TQM and its impact on the level of customer focus....................................................................7
Influence of the total quality management on the project management practices.......................7
Summary of the literature review................................................................................................8
Methodology....................................................................................................................................9
Research design...........................................................................................................................9
Ethics.............................................................................................................................................10
Expected outcomes........................................................................................................................11
Conclusion.....................................................................................................................................11
References......................................................................................................................................13

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Introduction
Total Quality Management (TQM) can be described as a philosophy that has a scientific
point of view and that clearly emphasizes on the improvement of the organization so that a
superior value can be provided to the customers. The present generation of the TQM is based on
the approaches and the quality theory. The basic or the fundamental theme of the TQM are the
three major principles, which are the process involvement, employee involvement and eh
customer satisfaction (Oakland 2014). The success of the organizations depend mainly on how
the organization meets the needs of the customers. For each and every type of the entities, there
are two different types of the customers like the external customers (the consumer or the user of
the product or the service) and the internal customers (the employees). While it is important to
note that TQM as a management system is not a program that will put the customer satisfaction
before profit (Bon et al. 2013). Rather the system consists of the integrated philosophies,
processes and tools that will be used to accomplish the objectives of the business and this will be
achieved by the happy employees and the delighted customers. The practices, processes and the
activities of the construction industries are entirely project based. While at the same time the
practices, processes and the activities are the temporary endeavours based upon which the results
or services, unique product is achieved. Successful management of the project can be described
as the achieving the objectives of the project within the technology level, desirable performance
level, and within the cost and time limits. Moreover, effective utilization of the assigned
resources along with the proper acceptance by the customer (Talib, Rahman and Qureshi 2013).
This study will provide a research proposal on the effect of total quality management on the
project performance

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Research objectives
The key objective of the research is the to analyse the effect of total quality
management on the project performance.
1. To identify the TQM practices that have a greater impact on the project performance.
2. To determine the assessment of the project performance in the organizations
3. To determine the TQM and its impact on the level of customer focus within the
purview of the construction organization.
4. To determine the influence of the total quality management on the project management
practices.
Literature Review
TQM practices that impact the project performance
Quality management is also called as the total quality management and both the concepts
of the total quality management are essential to determine and define the concept of the quality
management. The ISO 8402 describes that the quality management includes all the activities of
the management function and it is actively used to determine the responsibilities, objectives,
quality policies. Moreover, this is implemented by the ways and means like the quality
improvement in the quality systems, quality assurance, quality control and quality control. Thus,
it can be said that quality is perceived as the centre point of the team work and by many
contractor quality is defined as the measure of the team work (Mir and Pinnington 2014). Thus,
this proves that the team work is essential for the achievement of the total quality management in
an organization. The total quality management consists of the different subsections namely the
total, quality and management. The total here means that the everyone in the organization will be

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included in the creation and maintenance of the quality of the products and the services that are
offered by a specific organization. The total aspect deals with the comprehensive way of dealing
with the different sets of the complex interactions and involves everyone. The second one is the
quality and it includes the organization through which the collective and the individual actions of
the customer needs are met at the lowest cost and also within the stipulated time limit. Moreover,
it also includes the quality and the perception of the customer (Yunis, Jung and Chen 2013).
Total quality refers to the fact of achieving the desired quality according to the requirements.
While the management part deals with the management of the system and it must be emphasized
on to the continuous improvement and it will not include the quick fixes. Thus, this requires each
and everyone that are involved and part of the organization will be held responsible for the
managing their own job and only due to this the quality can be achieved. Total quality
management is thus a management system which is basically focused on the organization and it
involves all the employees that will have a role in the improvement of all the aspect of the
organization. The total quality management system will emphasize on the meeting the needs of
the customers and the owners by rendering quality services at a cost that serves the value of the
customers/owners; it is driven by the quest for the continuous improvement in all the operations
(Jiménez-Jiménez et al. 2015); it is driven by the persistent improvement in all the operations;
recognizes that the everyone in the organization re either customer/owners that are either
external or internal; views the organization as an internal system that aims towards the individual
departments and also maximizes the performances; focuses on the way the tasks are
accomplished rather than emphasising on what tasks are accomplished; focuses on the team work
and the high level of participation by each and every employees (Hassan et al. 2014).

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Assessment of the project performance
Project performance can be described as the temporary endeavour that has been
undertaken so that unique services or products can be created. Projects have a clear deadline, the
projects have a specifically aimed towards a specific goal, and the projects are novel and unique.
It is important to note that the projects that are unpredictable and complex causes serious amount
of challenge for the project based organizations. Furthermore, the organizations that are project
based differ fundamentally with the ones that are standard organizations. Therefore, within the
context of a construction project, the success of project can be described by the way the
construction organizations are have set their objectives (Saeed and Hasan 2012). It is important
to mention that the measure of success is different for different organizations and it entirely
depends on their objectives. What might seem as success for one organization might be seen as
failure for another organization. Therefore, it is important to note that the concept of success
differs among the participants of the project. Furthermore, there lacks a common framework for
the assessment and measurement of the project performance (Ng et al.2014). It is important to
note that a universal checklist cannot be developed that will have all the characteristics of a
project and will include the uniqueness, complexity, location and the size. Within the perspective
of project performance, quality, cost and time are the iron triangle and these items are commonly
referred to as the iron indicators that are parts of the performance indicators and also have the
capability to measure the success of the construction projects. Overall satisfaction of the
stakeholders and the customer satisfaction must be taken into consideration during the evaluation
of the project performance (Sadikoglu and Olcay 2014).

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TQM and its impact on the level of customer focus
The internal customers as well as the employees constitute the vital part of the total
quality implementation and it has the capability of moving up or towards the down. The
employees in such companies or organizations hold the future of the company in their own
hands. It is important to mention that majority of the time the employees have the ample amount
of knowledge regarding the needs of satisfying the customers as well have the quality solutions
to the problems. Therefore, it is important to mention that the employee satisfaction drives the
employees to remain satisfied and makes them loyal as well, on the other hand the employee
retention is increased and it reduces the labour attrition. Thus, to emphasise the satisfied
employees are actually the ambassadors of the company of their respective firms (Kerzner 2017).
The loyal companies are actually the productive employees that will be creating the value for the
companies. The cost of the turnover will include the training, hiring and recruiting of the
employees and this will reduce the cost due to the employee loyalty. Therefore, the satisfied
customers are the external loyal customers that will be avoiding any problematic issue for their
business entity (Singh and Sushil 2013). It is estimated that a small rise in the customer loyalty
will help in further increasing the margin of profit for the organization. Moreover, acquiring new
customers will be costly affair and it will be very expensive and the loyal external customers will
provide free advertisement. These are the vital ingredients for the survival of the business
organizations and they are vital in the creation of value for the owners, and it will boost the
longevity, growth and investment (Panuwatwanich and Nguyen 2017).
Influence of the total quality management on the project management practices
Firms have arrived at the conclusion that the effective implementation of the total quality
management has improved and enhanced the competitive advantages of the organizations and it

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has also provided strategic advantage with the marketplace. Researchers have highlighted that
implementation of total quality management has improved the productivity, competitiveness and
the quality of the firms by 20 to 30 percent that have been striving to implement it (Floricel,
Michela and Piperca 2016). While study have highlighted that 90 percent of the improvement
rate has been noticed in the implementation of TQM, improvement in the financial performance
and operating procedures and employee relations (Babatunde and Sui Pheng 2015). The
frameworks that have been playing the constructive role through the implementation of TQM are
the establishment of the monitoring process, production of training plans, reviewing the
organizational culture, top management, effective communication system, process improvement
and process management through the productive study, reduction in the number of the suppliers,
encouragement of teamwork, and customer feedback system (Mir and Pinnington 2014). The
construction professionals implement the TQM at the different stages of the project. Studies have
indicated that that the implementation of TQM has brought a high amount of success to the
construction business through saving time, reducing costs, increasing customer satisfaction,
improving quality of business. The reason due to which the construction companies were unable
to accrue benefits of the TQM is because the TQM professionals were unaware of the TQM
techniques and principles. Therefore, to bring the benefits of the TQM to the construction
industry, efforts are required to spread the culture of the TQM among the TQM courses and the
TQM professionals (Cheung, Yiu and Lam 2013).
Summary of the literature review
From the above conducted literature review, it can be said that the TQM is highly
beneficial for the companies that are willing improve their organizational performance and also
enhance their project performance. It is important to mention that the employee satisfaction,

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customer satisfaction and delivering the quality work for the purpose of increasing the
competitiveness of the organizations that are competing in a competitive world (Hassan et al.
2014). It is important to mention that there are several different types of the methodologies and
process that can improve the performance of an organization but the total quality management
system is a holistic way of approaching a problem and moving up. It has been highlighted
through the studies that employee satisfaction is a major issue and the employees must work
towards achieving the customer satisfaction. The employee are actually the ambassadors that
work collectively towards achieving a common target of organizational development and
achieving targets of the organization. It is important to mention that TQM highly enhances the
project performance through the employee satisfaction and gaining the customer loyalty. The
managers of the company as well as the leaders of the company are held responsible so that they
can help in achieving the desired goals of the company (Lau, Tang and Li 2015).
Methodology
The methodology is to ensure the proposed study conforms with the objectives that have
been outlined. The subtopics that will be covered in the methodology chapter are the population,
sample, and the research design. Moreover, the descriptions of the data collection procedures and
the research instruments are the techniques that will be employed for the statistical analysis
(Kumar 2019).
Research design
The research will be designed so that the objectives can be achieved. A cross sectional
study will be used for this type of study because information will be derived from the population
sample at one point of time. The cross sectional study is selected because the study will not
analyse and examine any trends. Moreover, this study will involve data collection from a large

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number of organization so as to promote the representative sampling. While at the same time,
there will be resource constraints, and lack of sufficient time. In this study process, data will be
collected through the usage of questionnaire surveys and the questionnaires will be distributed
through online surveys and email. The questionnaires will be distributed among the leaders of
the organizations that specialize in construction, their employees and the potential customers.
The customers of the company are the ones that use the services and products of the construction
company. It is important to note customers and the employees of the construction companies will
be especially targeted to find out the customer satisfaction, employee satisfaction and the
opinions of the leaders so that they behind the scene issues can be highlighted and whether the
TQM is applied in the organization or not and whether the TQM is helpful towards enhancing
the project performance. Thus, the sample size selected for the study will as follows: A total of
300 employees and 200 customers will be surveyed through the questionnaires. Two different
online surveys will be conducted through the online questionnaires and one online link will be
shared with the employees and the customers that will have different set of questionnaires. While
a different set of questionnaires will be sent through the e-mails for assessing and collecting data
from the leaders of the companies. 50 different construction companies that will be used for
assessing its leaders. furthermore, the age group of the employees considered for this assessment
is 28 to 50, the age group of the customers has been selected to be from 30 to 50 years and the
age group of the company leaders will be between 40 to 55 years. The responses will be analysed
using the SPSS software and data will be represented in tables.
Ethics
The entire study will include the human subjects and due to this, ethical consent will be
taken in to consideration. This will be done so as to minimize the concern of sharing information

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with the other unauthorized person or organization. It is important to mention that the ethical
consents will be sought from the all the participants of the study. An authority of Albania will
also be used to govern the ethical conditions of the study and permissions will be granted from
this organization to conduct the research (Stahl et al. 2014).
Expected outcomes
The expected outcomes of the research can be summarised as under: it can be expected
that the organizations use and implements the TQM in their organizational process for the
purpose of product delivery and attaining a competitive image. The expected usage of the TQM
in the project will positively boost the performance of the company and it will give a positive
advantage to the organizations over the other market competitors. secondly, it is important to
mention that the implementation of the total quality management will positively impact the
employee satisfaction and the employee retention. Employees will stay motivated and they will
be able to handle the customers in an effective way. It is important to mention that the one of the
major outcome will be the satisfied customers and satisfied employees will work towards the
making the customers (Yang 2013).
Conclusion
From the above discussion it can be concluded that, TQM consists of the integrated
philosophies, processes and tools that will be used to accomplish the objectives of the business
and this will be achieved by the happy employees and the delighted customers. The
organizations that are project based differ fundamentally with the ones that are standard
organizations. Therefore, within the context of a construction project, the success of project can
be described by the way the construction organizations are have set their objectives. employee
satisfaction drives the employees to remain satisfied and makes them loyal as well, on the other

12TOTAL QUALITY MANAGEMENT
hand the employee retention is increased and it reduces the labour attrition. Thus, to emphasise
the satisfied employees are actually the ambassadors of the company of their respective firms.
The loyal companies are actually the productive employees that will be creating the value for the
companies.

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References
Babatunde, Y. and Sui Pheng, L., 2015. TQM implementation through ISO 9001: findings from
Chinese construction firms in Nigeria. The TQM Journal, 27(6), pp.671-682.
Bon, A.T. and Mustafa, E.M., 2013. Impact of total quality management on innovation in service
organizations: Literature review and new conceptual framework. Procedia Engineering, 53,
pp.516-529.
Cheung, S.O., Yiu, T.W. and Lam, M.C., 2013. Interweaving trust and communication with
project performance. Journal of Construction Engineering and Management, 139(8), pp.941-
950.
Floricel, S., Michela, J.L. and Piperca, S., 2016. Complexity, uncertainty-reduction strategies,
and project performance. International Journal of Project Management, 34(7), pp.1360-1383.
Hassan, M.U., Nawaz, M.S., Shaukat, S. and Hassan, S., 2014. An empirical assessment of TQM
dimensions and their relationship with firm performance: evidence from the textile sector of
Pakistan. World Applied Sciences Journal, 30(6), pp.696-705.
Jiménez-Jiménez, D., Martinez-Costa, M., Martínez-Lorente, A.R. and Rabeh, H.A.D., 2015.
Total quality management performance in multinational companies: A learning perspective. The
TQM Journal, 27(3), pp.328-340.
Kerzner, H., 2017. Project management metrics, KPIs, and dashboards: a guide to measuring
and monitoring project performance. John Wiley & Sons.
Kumar, R., 2019. Research methodology: A step-by-step guide for beginners. Sage Publications
Limited.

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Lau, A.W., Tang, S.L. and Li, Y.S., 2015. The level of TQM application by construction
contractors in Hong Kong. International Journal of Quality & Reliability Management, 32(8),
pp.830-862.
Mir, F.A. and Pinnington, A.H., 2014. Exploring the value of project management: linking
project management performance and project success. International journal of project
management, 32(2), pp.202-217.
Ng, S.C., Zhao, X., Fan, X. and Rungtusanatham, J.M., 2014. TQM and brand-building by
Chinese original brand manufacturers: impact on business performance. International Journal of
Production Research, 52(3), pp.825-846.
Oakland, J.S., 2014. Total quality management and operational excellence: text with cases.
Routledge.
Panuwatwanich, K. and Nguyen, T.T., 2017. Influence of Total Quality Management on
performance of Vietnamese construction firms. Procedia Engineering, 182, pp.548-555.
Sadikoglu, E. and Olcay, H., 2014. The effects of total quality management practices on
performance and the reasons of and the barriers to TQM practices in Turkey. Advances in
Decision Sciences, 2014.
Saeed, N.M.N. and Hasan, A.S., 2012. The effect of total quality management on construction
project performance. Journal of Science and Technology, 17.
Singh, A.K. and Sushil, 2013. Modeling enablers of TQM to improve airline performance.
International Journal of Productivity and Performance Management, 62(3), pp.250-275.

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Stahl, B.C., Eden, G., Jirotka, M. and Coeckelbergh, M., 2014. From computer ethics to
responsible research and innovation in ICT: The transition of reference discourses informing
ethics-related research in information systems. Information & Management, 51(6), pp.810-818.
Talib, F., Rahman, Z. and Qureshi, M.N., 2013. An empirical investigation of relationship
between total quality management practices and quality performance in Indian service
companies. International journal of quality & reliability management, 30(3), pp.280-318.
Yang, L.R., 2013. Key practices, manufacturing capability and attainment of manufacturing
goals: The perspective of project/engineer-to-order manufacturing. International Journal of
Project Management, 31(1), pp.109-125.
Yunis, M., Jung, J. and Chen, S., 2013. TQM, strategy, and performance: a firm-level analysis.
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