TQM Implementation and Organizational Characteristics: A study on Tri-City Region

Abstract

Quality affects the level of trust of customers towards software services provided. TOM implementation has been instrumental in managing and enhancing quality thereby, increasing customer confidence. The purpose of this research is to explore the association between the organization characteristics, viz. size, age and the extent of Total Quality Management implementation in software development Industry. This study has been conducted for the organizations operating in Chandigarh, Panchkula, and Mohali. A total of 265 respondents were selected using convenient sampling. Descriptive statistics and t-test were used to find if there was any significant difference between TOM elements due to organization characteristics. Four TQM elements, viz. Total Management Commitment, Customer Focus, People Management and Continuous improvements were considered for this study. The results showed that the size and age have a mixed impact on the extent of TOM implementation in an organization, with some of TOM constructs showing positive association while other constructs were neutral to these organization characteristics.