Satisfying Customers Using Total Quality Management: The Mediating Role of Control Systems
The premise of this paper is that Total Quality Management (TQM) must be adopted as a way of life for employees and not just as a slogan per se, so that the intended goal of implementing TQM can be fully realised. In order to internalise the philosophy of TQM into each organisational member, control...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
UUM Press
2010-05-01
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| Series: | International Journal of Management Studies |
| Online Access: | https://www.scienceopen.com/document?vid=39b21226-9bca-4e17-b925-c212b6a2a3ae |
| _version_ | 1797896397006045184 |
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| author | Zulnaidi Yaacob Ommei Kolsum S. Router |
| author_facet | Zulnaidi Yaacob Ommei Kolsum S. Router |
| author_sort | Zulnaidi Yaacob |
| collection | DOAJ |
| description | The premise of this paper is that Total Quality Management (TQM) must be adopted as a way of life for employees and not just as a slogan per se, so that the intended goal of implementing TQM can be fully realised. In order to internalise the philosophy of TQM into each organisational member, control systems play an important role. Control systems, among others, are implemented as systems for aligning the intended objectives of TQM and the individual objectives of each employee. The findings of this study supported the contingency theory that suggested the control systems being practised should be aligned with the strategy pursued to achieve the intended objectives. This paper extends the current existing knowledge by investigating the mediating role of control systems in explaining the relationship between TQM and customer satisfaction. |
| first_indexed | 2024-04-10T07:41:03Z |
| format | Article |
| id | doaj.art-5bf98ce0b32d42febe233efe3f093ade |
| institution | Directory Open Access Journal |
| issn | 2232-1608 2180-2467 |
| language | English |
| last_indexed | 2024-04-10T07:41:03Z |
| publishDate | 2010-05-01 |
| publisher | UUM Press |
| record_format | Article |
| series | International Journal of Management Studies |
| spelling | doaj.art-5bf98ce0b32d42febe233efe3f093ade2023-02-23T11:40:07ZengUUM PressInternational Journal of Management Studies2232-16082180-24672010-05-0110.32890/ijms.17.1.2010.9982Satisfying Customers Using Total Quality Management: The Mediating Role of Control SystemsZulnaidi YaacobOmmei Kolsum S. RouterThe premise of this paper is that Total Quality Management (TQM) must be adopted as a way of life for employees and not just as a slogan per se, so that the intended goal of implementing TQM can be fully realised. In order to internalise the philosophy of TQM into each organisational member, control systems play an important role. Control systems, among others, are implemented as systems for aligning the intended objectives of TQM and the individual objectives of each employee. The findings of this study supported the contingency theory that suggested the control systems being practised should be aligned with the strategy pursued to achieve the intended objectives. This paper extends the current existing knowledge by investigating the mediating role of control systems in explaining the relationship between TQM and customer satisfaction. https://www.scienceopen.com/document?vid=39b21226-9bca-4e17-b925-c212b6a2a3ae |
| spellingShingle | Zulnaidi Yaacob Ommei Kolsum S. Router Satisfying Customers Using Total Quality Management: The Mediating Role of Control Systems International Journal of Management Studies |
| title | Satisfying Customers Using Total Quality Management: The Mediating Role of Control Systems |
| title_full | Satisfying Customers Using Total Quality Management: The Mediating Role of Control Systems |
| title_fullStr | Satisfying Customers Using Total Quality Management: The Mediating Role of Control Systems |
| title_full_unstemmed | Satisfying Customers Using Total Quality Management: The Mediating Role of Control Systems |
| title_short | Satisfying Customers Using Total Quality Management: The Mediating Role of Control Systems |
| title_sort | satisfying customers using total quality management the mediating role of control systems |
| url | https://www.scienceopen.com/document?vid=39b21226-9bca-4e17-b925-c212b6a2a3ae |
| work_keys_str_mv | AT zulnaidiyaacob satisfyingcustomersusingtotalqualitymanagementthemediatingroleofcontrolsystems AT ommeikolsumsrouter satisfyingcustomersusingtotalqualitymanagementthemediatingroleofcontrolsystems |