The Influence of TQM Practices on Employeesû Attitude and Perception : Case Study of Service Organization

Abstract

The paper aims to identify practices of Total Quality Management (TQM) strategy and demographic factors that have influence on employees' attitude and perception in aspects of quality awareness and job stress in service organization. The results could be used as guideline for human resource development. A case study of the Metropolitan Electricity Authority (MEA) in Bangkok, Nontaburi, and Sumutprakan is used to demonstrate the relationship between TQM practices on employees' attitude and perception in service organization. 400 datasets collected from employees in MEA were tested by using factor analysis, independent sample t-test, ANOVA analysis, and multiple regression analysis. The results show that age, position, working period, salary, working department, leadership, customer focus, process management, employee focus, strategic planning, and technology management are significantly associated with quality awareness. In addition, age, working period, salary, working department, and leadership are significantly related to job stress. The implication from this study is that top management can improve attitude and perception of employees in their organization by adjusting these factors and practices. Finally, recommendations to develop human resource capabilities for service organizations with regard to TQM practices are stated.

Keywords : Total Quality Management / TQM / TQM Practices / Human Resource Management / Attitude / Quality Awareness