The Impact of Total Quality Management Practices on Non-Financial Performance Perceptions

• Main Authors: Fetullah EVLİYAOĞLU, Enis HEMEDOĞLU
• Format: Article
• Language: English
• Published: Isarder 2012-09-01
• Series: İşletme Araştırmaları Dergisi
• Subjects: Total quality management; non-financial performance; customer focus
• Online Access: http://www.isarder.org/tr/2012cilt4no3/Vol.4_Issue3_09_full_text.pdf

This study examines the effect of total quality management applications on non-financial performance perceptions of employees. The research applied by surveys on employees in quality departments of five companies which have businesses in the field of tourism, transportation, construction, food and technology. “Leadership and continuous improvement”, “costumer focused” and “stakeholder participation” dimensions for total quality management and “customer perspective”, “innovation and learning perspective” and “internal processes perspective” dimensions for non-financial performance are derived from factor analysis. Customer focus, one of the total quality management, has significant relationship with customer perspective and innovation and learning perspective of non-financial performance. Customer focus dimension of total quality management has a significant negative effect on innovation and learning perspective of non-financial performance. There are no relationships between the rests of the dimensions.