Success factor in the implementation of TQM in public service agencies
This study aims specifically to determine factors contributing to the success of TQM implementation in selected goverment agencies. A total of six goverment agencies nominated for the Prime Minister Quality Awards were studied. A qualitative method was employed in which data were collected through u...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Universiti Utara Malaysia
2003
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| Online Access: | https://repo.uum.edu.my/id/eprint/325/1/Mazanah_Muhammad.pdf |
| _version_ | 1825739665331716096 |
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| author | Muhamad, Mazanah Kamis, Mazalan |
| author_facet | Muhamad, Mazanah Kamis, Mazalan |
| author_sort | Muhamad, Mazanah |
| collection | UUM |
| description | This study aims specifically to determine factors contributing to the success of TQM implementation in selected goverment agencies. A total of six goverment agencies nominated for the Prime Minister Quality Awards were studied. A qualitative method was employed in which data were collected through unstructured interviews. Documents pertaining to the implementation of TQM in the respective agencies were also used as a source of data.
Data were analyzed inductively by developing categories, coding, and categorization. The findings reveal that factors contributing to the success of TQM implementation
were: (1) good leadership, (2) involvement and commitment of all level of staf, (3) meeting customer satisfaction, (4) reward and recognition,(5) teamwork, (6)awareness, and (7) organizational climates. Although, TQM implementation in these selected government agencies were in line with the method suggested in the literature, there appear to be some uniqueness in the scope of training and the concerns of the organization towards their staf. The emphases on religious values and concerns for culture have played a pivotal role in shaping the implementation and the success of TQM in public service agencies. |
| first_indexed | 2024-07-04T05:13:08Z |
| format | Article |
| id | uum-325 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:13:08Z |
| publishDate | 2003 |
| publisher | Universiti Utara Malaysia |
| record_format | eprints |
| spelling | uum-3252010-07-28T06:21:55Z https://repo.uum.edu.my/id/eprint/325/ Success factor in the implementation of TQM in public service agencies Muhamad, Mazanah Kamis, Mazalan HD Industries. Land use. Labor This study aims specifically to determine factors contributing to the success of TQM implementation in selected goverment agencies. A total of six goverment agencies nominated for the Prime Minister Quality Awards were studied. A qualitative method was employed in which data were collected through unstructured interviews. Documents pertaining to the implementation of TQM in the respective agencies were also used as a source of data. Data were analyzed inductively by developing categories, coding, and categorization. The findings reveal that factors contributing to the success of TQM implementation were: (1) good leadership, (2) involvement and commitment of all level of staf, (3) meeting customer satisfaction, (4) reward and recognition,(5) teamwork, (6)awareness, and (7) organizational climates. Although, TQM implementation in these selected government agencies were in line with the method suggested in the literature, there appear to be some uniqueness in the scope of training and the concerns of the organization towards their staf. The emphases on religious values and concerns for culture have played a pivotal role in shaping the implementation and the success of TQM in public service agencies. Universiti Utara Malaysia 2003 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/325/1/Mazanah_Muhammad.pdf Muhamad, Mazanah and Kamis, Mazalan (2003) Success factor in the implementation of TQM in public service agencies. Analisis, 10 (1). pp. 125-138. ISSN 0127-8983 http://ijms.uum.edu.my |
| spellingShingle | HD Industries. Land use. Labor Muhamad, Mazanah Kamis, Mazalan Success factor in the implementation of TQM in public service agencies |
| title | Success factor in the implementation of TQM in public service agencies |
| title_full | Success factor in the implementation of TQM in public service agencies |
| title_fullStr | Success factor in the implementation of TQM in public service agencies |
| title_full_unstemmed | Success factor in the implementation of TQM in public service agencies |
| title_short | Success factor in the implementation of TQM in public service agencies |
| title_sort | success factor in the implementation of tqm in public service agencies |
| topic | HD Industries. Land use. Labor |
| url | https://repo.uum.edu.my/id/eprint/325/1/Mazanah_Muhammad.pdf |
| work_keys_str_mv | AT muhamadmazanah successfactorintheimplementationoftqminpublicserviceagencies AT kamismazalan successfactorintheimplementationoftqminpublicserviceagencies |