The Impact of Applying the Total Quality Management Model on the Performance of the Telecom Organizations in Romania
Author:Cristian Busu and Mihail Busu
JEL:C35, O32, L22
DOI:
Keywords:total quality management, economic performance, final consumer’s
satisfaction, telecommunications, motivated workforce, integrated processes, quality of
management.
Abstract:
The present paper brings into discussion Edwards Deming’s conceptualized model of Total
Quality Management highlighting different phases within its evolution as it is seen in the
economic literature. A temporal incursion allows a better understanding of the way quality
standards implemented by means of total quality management programs are reflected in
final consumer’s satisfaction as well as in organizations’ long-term performance.
Conceptual development of the model is intertwined with the pragmatic side, by presenting
a case study of the mobile telecommunication sector in Romania. The quantitative research
analyzes the influence of total quality management’s (TQM) implementation in achieving
the competitive advantage and the performance of enterprises in the telecom sector. Data
were collected by means of a survey through a questionnaire addressed to the respondents
and the hypotheses of structural equation modeling (SEM) were tested by partial least
squares path modeling (PLS). Data analysis was conducted by means of the statistical
software SmartPLS 2.0 M3 software.
The research conclusions confirm the theoretical issues presented throughout the paper,
emphasizing the fact that enterprises’ performance is the direct result of the collaboration
between a series of factors such as the motivated workforce, decisional power quality as
well as operational process integrity.