Top management leadership and commitment are positively correlated with employee empowerment. Employee empowerment is positively correlated with both job satisfaction and customer satisfaction. A study of 250 employees at various organizations found correlations between these variables that provide empirical support for relationships predicted by the literature on total quality management. Hypotheses of positive relationships between the variables were supported.
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Tqm's methods
1. Top management leadership,
employee empowerment, job
satisfaction, and customer
satisfaction in TQM organizations
By
Javeria Malik
Yumna Idrees
Fatima Kamal
Fatima Naeem
2. Abstract
Variables
Top management leadership
Employee empowerment
Job satisfaction
Customer satisfaction
Purpose
Find out the relationship between these variables.
5. Objective of the study
Provide empirical assessment of relationship
between these variables
Provide empirical assessment for TQM-based
literature
6. Literature review
Author Year of
publication
Result
Bowen and Lawler 1992 Define empowerment as sharing
information with front-line employees
about organization’s performance.
Blackburn and Rosen 1993 Primary objective of employee
empowerment
William and Anderson 1991 A strong relationship between job
satisfaction and performance exists only
when job satisfaction results in employee
organizational commitment.
7. Hypothesis
Hypothesis 1:
Top management leadership and commitment are positively associated with
employee empowerment.
Hypothesis 2:
Employee empowerment is positively associated with job satisfaction.
8. Hypothesis (cont…)
Hypothesis 3a:
Employee empowerment is positively associated with
customer satisfaction.
Hypothesis 3b:
Employee job satisfaction is positively associated with
customer satisfaction.
9. Methods
Data:
Obtain data from organization.
Approximately 800 member.
Randomly select data.
Malcolm Baldrige award for quality achievement.
10. Measures and scales
The questionnaire is based on
• Strongly disagree
• Disagree
• Neutral
• Agree
• Strongly agree
Five-point
Likert scale
11. Measures and scales
The statement dealt with top management leadership, employee
empowerment, employee job satisfaction and customer
satisfaction.
12. Employee Empowerment
The feelings of powerlessness and creation of work environment
that strengthens the employee feeling self-efficacy. (conger,
kanungo 1988).
Three measures of empowerment:
Decision making authority
Participation or involvement of decision making process.
Access to information and other organizational resources.
13. Job Satisfaction
A favorable attitude or pleasurable emotional state that result from
the person’s job experience. (Wanous, Lawler 1972)
Factorofjobsatisfaction
Health and
safety provision
promotion
Process
planning
14. Job Satisfaction
Measure of job
satisfaction
Promotion and career
advancement
opportunity
Enrich job,
participation
15. Customer Satisfaction
TQM’s focus on quality product and services that meet the
customer satisfaction.
Measures of customer satisfaction:
Product quality features, reliability, conformance, durability,
serviceability
Customer satisfaction rating manufacturing and services
Awareness of customer problem
Willingness to employee to provide good services to customer.
16. Leadership and Commitment
Design questionnaires to determine the extend to which top
management is responsible for creating the climate of organization
that supports the tenets of TQM’s.
The statements referred to maintaining quality goal and culture.
Leadership, commitment, involvement, resource allocation.
17. 800 hundreds questionnaire
300 responses were obtained
250 were usable
50 were not because they don’t answer all the questions and decline to
participate
Results
18. Business type Total number in survey Percent
Electronics 6 0.75
Transportation 30 3.76
Manufacturing 197 24.66
health 72 9.01
Computers 3 0.38
Total 308 38.56
Table 1
19. The table shown that our population was drawn from different
employees of different industries.
Table 1:
The alpha values are not for separate measures but for all item used in
each scale. the alpha values are more than .7 and fall into an
acceptable range
Table results
20. Tables also show that correlations between the items are positive.
Which is what should be found
Respondents are some what satisfy with their jobs
Two areas of concerns in study:
More respondents are dissatisfied with target setting and career
planning
More respondents are dissatisfied with promotion
Cont…
21. Top management
leadership
Empowerment
composite score
Empowerment :
Delegation of decision
making and authority
Empowerment:
Involvement in
decision making
process
Access to job
requirements
information
Leadership role - .6207 .7560 .5499
Commitment - .4749 .6324 .4722
Resource allocation - .4150 .5876 .4418
Composite score .7702 - - -
Table 2:
22. This table shows the relationship between the measures of top
management leadership and commitment
Also shows the correlation between composite scores of top
management and leadership roles and empowerment.
Table 2 results
23. J.S summated Career
developme
nt
opportunitie
s
Equitable
reward
Work environment The job Participation
delegation of decision
making
- .4984 .5714 .4495 .4085 .6505
Employee - .4925 .6603 .4779 .4831 .7470
Empowerment:
summated scale
.7893
Leadership - .4959 .6873 .4383 .4172 .6649
Commitment - .4216 .5793 .4294 .3824 .5719
Total .7136
table 3:
24. Shows top management leadership and commitment
Positive relationship with employee satisfaction
Positive correlation with employee satisfaction in terms of equitable
reward and participation
Table 3 results
26. It shows the relationship between
Customer satisfaction
Job satisfaction
Top management
Correlation indicates a stronger relationship between empowerment
and customer satisfaction
Table 4 results: