IMPACT OF TQM PRACTICES ON EMPLOYEES’ JOB INVOLVEMENT, SATISFACTION AND CAREER SATISFACTION IN BPO SECTOR

The purpose of the paper is to examine the impact of total quality management (TQM) practices namely “customer focus”, “training and education” and “empowerment and teamwork” on employees’ job involvement, job satisfaction and career satisfaction. The study proposes and tests nine hypotheses on the impact of total quality management (TQM) practices on employees’ job involvement, job satisfaction and career satisfaction. Data is collected from 112 lower level employees working in BPO sector at Chandigarh, India. The analysis of data is done by using correlation and multiple regressions tests. The results indicate that “empowerment and teamwork”, and “training and education” have a significant and positive impact on job involvement and job satisfaction. “Customer focus” has a significant and positive impact on job involvement but does not significantly enhance job satisfaction and career satisfaction. TQM practices namely “customer focus”, “training and education” and “empowerment and teamwork” taken into consideration in the study does not significantly enhance employees’ career satisfaction. Management should pay attention towards economic considerations (compensation and retirement benefits), occupational and family considerations (professional growth, recognition, job satisfaction, advancement opportunities, etc.) of employees to enhance their career satisfaction.