TQM
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Transcript of TQM
![Page 1: TQM](https://reader036.fdocuments.us/reader036/viewer/2022071705/55a5264b1a28abf10e8b474f/html5/thumbnails/1.jpg)
Top management leadership,
employee empowerment, job
satisfaction, and customer
satisfaction in TQM
organizations
ByJaveria Malik
Yumna Idrees
Fatima Kamal
Fatima Naeem
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Abstract
• Variables Top management leadership
Employee empowerment
Job satisfaction
Customer satisfaction
• PurposeFind out the relationship between these variables.
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Abstract (cont...)
• Methodology
Quantitative study( Questionnaire)
• Limitation
Treatment of top management role and
empowerment conceptually as separate
• Findings
Result reveal positive correlation
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Introduction
• Survival of organizations
• Searching for techniques
• TQM tenets
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Objective of the study
• Provide empirical assessment of
relationship between these variables
• Provide empirical assessment for
TQM-based literature
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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.
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Hypothesis
• Hypothesis 1:
Top management leadership and
commitment are positively associated with
employee empowerment.
• Hypothesis 2:
Employee empowerment is positively
associated with job satisfaction.
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Hypothesis (cont…)
• Hypothesis 3a:
Employee empowerment is positively
associated with customer satisfaction.
• Hypothesis 3b:
Employee job satisfaction is positively
associated with customer satisfaction.