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Implementing total quality management in education: An empirical study on private school in Central Jaya Indonesia

Adawiyah, Wiwiek Rabiatul (2010) Implementing total quality management in education: An empirical study on private school in Central Jaya Indonesia. In: 2nd International Conference on Technology and Operations Management (ICTOM), 5 - 7 July 2010 , Bayview Hotel, Langkawi. (Unpublished)

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TQM is generally understood as an integrated organization strategy for improving product and service quality Technically, Total quality management (TQM) elements can be classified into two types: soft TQM and hard TQM. Many commentators argue that in order to be fully successful and self sustaining; TQM requires an extensive refashioning of “softer” practices whose elements consist of essentially dimensions of human resource management. Most studies on the relationship between elements of TQM with business performance revealed that only the soft elements of TQM contribute to organizational performance Furthermore the soft issues of TQS (such as human resources management, customer focus, service culture, employee satisfaction, top management commitment and leadership and social responsibility) seem to be more vital than do hard issues in positively influencing customer perceived service. Hence the success of TQM implementation programs relies heavily on the motivation, skills, commitment and extra-role behavior of the people involved within an institution. This study looked at the relationship between Soft TQM and Job Satisfaction in education context. The sample of the study were academic and non-academic employees of the Al Irsyad Al Islamiyah Foundation. The tool of analysis used in this study was simple and multiple regression analysis. To test the validity and reliability of the instruments, factor analysis, Pearson correlation as well as Cronbach Alpha were applied. The finding of the study showed that Leadership and Reward and Recognition have significant influence on Job satisfaction. While Customer Focus, Education and Training and Empowerment do not affect employees’ job satisfaction.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Organized by UUM College of Business, Universiti Utara Malaysia
Uncontrolled Keywords: Soft TQM, Leadership, Customer Focus, Education and Training, Empowerment, Rewards and Recognition, Education Institution, and Job Satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
L Education > L Education (General)
Divisions: School of Business Management
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 26 Dec 2011 03:17
Last Modified: 24 Apr 2016 03:11

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