Total quality management practices, organisational culture and firm performance; the mediating effect of service/ product innovation
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Date
2023
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KNUST
Abstract
The tenets of tqm are continuous improvement, top management leadership commitment to the goal of customer satisfaction, employee empowerment, and customer focus. The concept of tqm has been well accepted by managers and quality practitioners as a change management quality approach. It plays a vital role in the development of management practices. Some researchers asserted it is an approach to improve the effectiveness, flexibility, and competitiveness of a business to meet customers ‘requirements. It is also seen as a source of attaining excellence, creating a right-first-time attitude, acquiring efficient business solutions, delighting customers and suppliers, etc. It could be deduced from the various definitions that the implementation of tqm across organizations is aimed at achieving customer satisfaction and retention and invariably enhance organizational performance levels. The main objective of the study was to determine how total quality management practices and good organizational culture influence operational performance in the banking sector in ghana. This research is explanatory in nature. Taking the time frame of the study and the need to bring out a finding reasonable for generalization, the researcher selected a sample of 153. The study examined the effect of total quality management on service product innovation and the findings of the study establish that total quality management has a positive and significant effect on service product innovation. Organizational culture has a positive and significant effect on service product innovation. Service product innovation has a positive and significant effect on firm performance. Organizational culture has a positive but insignificant effect on firm performance. Total quality management has a positive and significant effect on firm performance. The study further revealed that service product innovation positively and significantly mediates the relationship between total quality management and firm performance. The study finally assessed the mediating effect of service product innovation on the relationship between organizational culture and firm performance and the findings of the study indicate that service product innovation positively and significantly mediates the relationship between organizational culture and firm performance. The study recommends that top management of organizations should allocate the required resources for quality management to be achieved. Organizations should listen to employees’ suggestions on issues regarding quality management. There must be a clear agreement about the right way and the wrong way to do things in organizations to help the employees to know where there are rewards and punishments as well.
Description
A thesis presented to the department of supply chain and information systems, school of business, Kwame Nkrumah university of science and technology, in partial fulfilment of the requirements for the award of the degree of master of philosophy (logistics and supply chain management)