تاثیرات شیوه های مدیریت کیفیت جامع بر عملکرد کیفیت و عملکرد نوآورانه Total Quality Management Practices’ Effects on Quality Performance and Innovative Performance

Abstract TQM and performance relationship is a popular discussion in the literature, quality performance and TQM relationship is supported with various studies but the findings about innovative performance is inconsistent. However, most scholars stress on the importance of TQM activities on performance outcomes. The main goal of the study is to investigate whether TQM activities affect quality and/or innovative performance and also defining the effective components on these performance types. Accordingly, we investigated literature to develop hypotheses and in order to test the research model, data were collected through a survey in Marmara Region, and then statistically significant and positive relationship among TQM activities, quality and innovation performance was found. Keywords: Total Quality Management; Innovative Performance; Quality Performance © ۲۰۱۱ Published by Elsevier Ltd. Selection and/or peer-review under responsibility of International Conference on Leadership, Technology and Innovation Management 1. Introduction In organizations, managers/leaders acquire energy through satisfying customer needs and organizational survival which is the main philosophy of TQM. Total quality management is a holistic quality improvement approach to firms for the purpose of improving performance in terms of quality and innovation for the last two decades. Organizations which are used TQM generate many benefits such as higher quality products, more satisfied customers, reduced costs, improved financial, quality and innovation performance and in addition to these improved employee satisfaction. Moreover, if TQM is implemented successfully, it provides a competitive advantage as well [1]. Numerous studies have shown a positive relationship between organizational outcomes and TQM. This paper discusses the relationship between TQM with innovative and quality performance. This discussion is important for two reasons. First one is; revealing the relationship with innovative performance and TQM because of the inconsistency in the literature. Second, the study aims to clarify the effects of TQM practices whether more influential on innovation performance or quality performance. Both quality and innovation concepts guides today’s business world [2]. According to Williams achieving * Corresponding author. Cemal Zehir Tel.:+90-262-605-1407; fax: +90-262-654-3224. E-mail address: zehir@gyte.edu.tr Available online at www.sciencedirect.com © ۲۰۱۲ Published by Elsevier Ltd. Selection and/or peer review under responsibility of The First International Conference on Leadership, Technology and Innovation Management 274 Cemal Zehir et al. / Procedia – Social and Behavioral Sciences 41 ( 2012 ) 273 – ۲۸۰ both types of performance is not simple, firms have to prioritize one over the other. According to Flynn et.al [3], innovation and quality cannot be achieved at the same because of that generally businesses practice first the concept of quality management within the structure of the firm and then add the innovation concept. [2]. Contrast to this view, Feng [4] reported that firms must improve both quality and innovativeness in a changing market place concurrency. In addition to excellence business management models that consider quality and innovation concepts simultaneously and complementary [2], a recent study by Dervitsiotis [5] pointed that the innovation process should carry out under the TQM for the maximum beneficial impact on performance. This paper begins with a literature review that examines the current state of TQM, the relationship among TQM, quality performance and innovation performance. And it continues with the factor analysis and regression analysis to test the proposed model. The last section discuses the findings, limitations of this study and provide recommendations for future studies. 2. Literature Review and Hypotheses Development 2.1. Total Quality Management Total quality management (TQM) is one of the quality-oriented approaches that many organizations imply. TQM has attracted scholars because of the growing diffusion and acceptance in the business world. Especially over the two decades, TQM is one of the most popular and durable management concepts [6]. Due to the absence of a uniform definition of TQM, defining TQM is quite problematic [1]. Well accepted definitions of TQM in the literature based on “quality gurus” (such as Deming [7], Juran [8], Crosby [9], Feigenbaum [10]) views and prescriptions. For example, according to Rahman [6] TQM is a management approach for improving organizational performance that encompasses a variety of both technical and behavioral topics. Another definition of TQM is that of Kaynak [11], “TQM is a holistic management philosophy that strives for continuous improvement in all functions of an organization, and it can be achieved”. TQM is a multidimensional construct. Like having various definitions, TQM consists of several activities. Different researchers have adopted different TQM activities for testing its effect on financial or non-financial performance. These activities are management leadership, role of the quality department, training, employee relations, quality data and reporting, supplier quality management, product service design, process management, strategic planning, customer focus, information technology and analysis, people management [12, 13]. Yet this study focus on the eight among the dimensions of TQM; leadership management, factual approach to decision making, process management, supplier management, continual improvement, employee management, customer focus and system approach to management.