Soft TQM practices & organizational performance in the manufacturing and service sector

by Rohit Mohite Smit, Najla Shafighi

International Journal of Management, Accounting, Governance and Education 2021, Volume 1, Issue 2


The main aim of this paper is to examine the role of various total quality management practices (customer feedback, human resource, relationship management, quality culture) on organizational performance. A survey interview is conducted to gather the necessary information with regards to the soft TQM practices. The empirical results reveal that customer feedback is rated as excellent (rating 5) which means the selected companies pay attention to customers’ need and their satisfaction. Similarly human resource aspects are utilized properly in all organization as it is rated as very good (rating 4) and excellent (rating 5). However, companies are not paying attention to relationship management with partners and quality culture. Most of the ratings for these two aspects are fair (rating 2) and good (rating 3).

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