Self-assessment of TQM practices: a case analysis

V. Arumugam, Hiaw Wei Chang, Keng Boon Ooi, Pei Lee Teh

Research output: Contribution to journalArticleResearchpeer-review

64 Citations (Scopus)


Purpose - The purpose of this paper is to assess the current level of TQM practices within a major computer hard disk USA based manufacturing company in Malaysia and to identify improvement opportunities. Design/methodology/approach - Original research using self-administered questionnaires, distributed to all staff within this organization, is thoroughly reported. The study sample consisted of 299 employees, resulting in a response rate of 66.4 percent. The data were analyzed using descriptive and multiple regression analyses. Findings - The analysis revealed that the strengths of the company, in its quality management implementation, lie in customer focus and process management. It was also perceived to attain a "good" level of practices in leadership, strategic planning, human resource development and management. On the other hand, supplier relationship and information and analysis both received only moderate scores. This suggested that more effort needs to be focused on improving supplier quality and relationship management and the information distribution system. Research limitations/implications - The research paper was derived from a single organization; therefore generalization of these findings to other organizations should be applied with care. Originality/value - The approach and methods outlined may be adopted or used as a guideline in conducting any subsequent surveys in the company or, in a broader sense, they can be referenced by practitioners or researchers engaged in similar research or survey studies.

Original languageEnglish
Pages (from-to)46-58
Number of pages13
JournalThe TQM Journal
Issue number1
Publication statusPublished - 9 Jan 2009
Externally publishedYes


  • Business performance
  • Self assessment
  • Total quality management

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