RESEARCH OF THE INFLUENCE OF CONSTITUTIVE FACTORS OF TQM ON THE ENTERPRISE PERFORMANCE
RESEARCH OF THE INFLUENCE OF CONSTITUTIVE FACTORS OF TQM ON THE ENTERPRISE PERFORMANCE

Summary/Abstract: The focus of the enterprise strategy with TQM is maximal satisfaction of customer which can be achieved by superior quality supply and business performance which are reflected to the creating value for customers and business owners. The results of the research show a contribution of the TQM to the improvement of business performance, but this contribution varies in intensity depending on the type of performance and used criterions. Harmonization of a quality management system by ISO 9001 standards, which are based on principles philosophy of TQM (such a case is considered here), positively affects the operational and market performance of the company, with different intensity of the impact according to the size of companies and the industry sector. The impact of certification on financial performance is obvious and it always could be proofed. One of the most important conclusion is that companies with cerifications of QMS by the requirements of ISO 9001 standards make an effort to improve the quality of business and have a higher level of implementation of TQM, so thay create greater benefits from certification as opposed to companies which have primarily motivation leading by marketing interests and requirements which could be competition and pressure of market impacted. The basic factors of TQM are practicaly identified in the first decade of this century, and have become the basis for research to the degree of implementation and relationships between the elements of TQM and TQM as whole, and business performance. There is no strict guideline for selecting important factors and KPIs, but their different combinations depend on the skills of the choosing by researchers. Combinations of success factors of TQM could be: customer orientation, continuous process improvement, focus on employees and teamwork, global vision of the organization (first three are directly researched in this paper). The considered example, by the model of transport-logistic services, is positioned in the supply chain frame. The results are presented in tabular and graphic forms.

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