AN EMPIRICAL STUDY ON TQM DRIVEN PERFORMANCE WITH REFERENCE TO TELECOM INDUSTRY AT BENGALURU

Abstract

TQM principle is integrated part of management philosophy that seeks to sync all structural functions (marketing, finance, design, engineering, and production, client services) so also to specialise in meeting client desires and organisational objectives. TQM views corporation as a group of processes. TQM principles like customer focus, leadership, engagement of people, improvement, evidence -based decision making, relationship management. TQM process can reduce cost and also gives a higher level of customer satisfaction. All management principles completely agree on the noteworthiness of quality. Success of the organisation can be measured from the quality of its offering. Customers always consider the quality of a goods and services while purchasing them. Human resource of the organisation has direct impact on Total quality management (TQM). It emphasizes on innovative creativity among employees and calls for active cooperation other than just compliance.

TQM originated in the manufacturing but, can be applied to all the organizations. TQM confirms that every employee is focussed towards the improvement of work culture, processes, services, systems, and so on to for long term success. TQM completely gives thrusts for long term success by making members of the organization at all levels focus on customer satisfaction by making the best offering possible. TQM is focused on the customers in organization. In HRM the total quality management is having important role nowadays it is ensuring that there is effective TQM in organization. TQM is an important tool in ensuring in both service and production. TQM requires a significant training for the employees. TQM results in continuing series of incremental changes (Kaizen), all chances that the work culture can generate an adverse reaction from those employees who prefer the present system or who feel that, the organisations aims to get high production by new methodology implementation.

The study conducted by researchers was to find the variables used in this research paper are TQM practices, work culture, continuous improvement, quality standards, and challenges. The study was conducted by using the category of descriptive and exploratory research. Data was collected from primary data. The primary data was gathered through structured questionnaire. The respondent size is 153.The study uses convenience sampling technique. The tools used in this study are ANOVA, stepwise regression, chi-square test, for analysing the datasets. It gets success through satisfactory report from clients in a TQM effort, all members of an organization are made to participate in process improvements and culture in which they work.