THE IMPACT OF TOTAL QUALITY MANAGEMENT ON ORGANIZATIONAL PERFORMANCE IN SMEs

Cosmina Laura Rat, Cristina Toadere and Alina Rodica Gal

Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, 2020, vol. 14, issue 1, 664-676

Abstract: SMEs are subject to strong competition on the market, which makes them increasingly concerned about the quality of products and services, activities and processes, in a holistic approach. Increasing competition on the market causes SMEs to give increasing importance to quality, respectively TQM in order to ensure competitive advantage in an increasingly dynamic and uncertain environment. The study aims to analyze the concerns of SMEs, for the implementation of TQM taking into account specific issues and problems, in order to identify good practices according to the requirements of international standards ISO 9001:2015. At the same time, the study aims to empirically test and explain the effect of variables, which define TQM, in SMEs, on their performance measured using non-financial indicators, such as: organizational effectiveness, employee satisfaction and customer satisfaction. The results obtained will facilitate the emphasis on key success factors, which have a significant effect on the effectiveness of the QMS quality management system, and their proper monitoring, in order to improve the quality of the entire organization. We also aim to study the extent to which TQM facilitates achieving the strategic objectives of the enterprise, in the field of quality, in order to ensure its competitive advantage.

Keywords: Total Quality Management; SMEs; organizational performance; customer satisfaction; employee satisfaction. (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:rom:mancon:v:14:y:2020:i:1:p:664-676

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