AN EMPIRICAL STUDY OF TOTAL QUALITY MANAGEMENT (TQM) PRACTICES ON OPERATIONAL PERFORMANCE OF INDIAN MANUFACTURING AND SERVICE FIRMS

The present paper empirically tested the relation of TQM practices on operational performance in both service and manufacturing industries. Hence the study used 300 participants from 50 service and manufacturing industries in India. The data was collected from respondents by using survey method. The questionnaire was designed on the relation of TQM practices on operational performance. Questionnaire covers the following TQM factors namely leadership, process management, employee management, continuous improvement, and customer focus. These questionnaires were shared to 300 respondents and the collected data was tested by using various tests such as frequency tests, descriptive, SEM analysis, correlation, multiple regression analysis tests etc. The study results found that the operational performance views Leadership, Strategic and Planning, Customer Focus, Information and Analysis, People Management and Quality Performance are statistically significant in both kinds of industries. Hence the application of TQM practices in both service and manufacturing industries is necessary to maintain the quality of the work as well as enhance the competition level in society.