The objective of this research is to develop a conceptual model of Total Quality Management (TQM) implementation and test it empirically. The main research problem of this study is to investigate the effect of adopting TQM principles on quality achievement in manufacturing industry. The hypotheses specifying relationships between the core parts of the model including quality management infrastructure, core quality management practices, quality performance, and customer satisfaction are tested using survey research method. Data are collected from 50 managers of 25 manufacturing companies in Hong Kong. Correlation analysis on the ratings given by two different respondents from the same company shows that employee relations strongly facilitates the use of quality data and reporting, while...[ Read more ]

The objective of this research is to develop a conceptual model of Total Quality Management (TQM) implementation and test it empirically. The main research problem of this study is to investigate the effect of adopting TQM principles on quality achievement in manufacturing industry. The hypotheses specifying relationships between the core parts of the model including quality management infrastructure, core quality management practices, quality performance, and customer satisfaction are tested using survey research method. Data are collected from 50 managers of 25 manufacturing companies in Hong Kong. Correlation analysis on the ratings given by two different respondents from the same company shows that employee relations strongly facilitates the use of quality data and reporting, while training supports the function of product design, supplier quality management, and quality data and reporting. The results also indicate that employee relations and training have direct effects on quality performance which, in turn, relates to customer satisfaction. Practitioners are advised to build up a supportive environment with a strong emphasis on human factors to promote TQM implementation.