ENABLERS OF TOTAL QUALITY MANAGEMENT, PERFORMANCE AND THE MEDIATING ROLE OF EMPLOYEE ENGAGEMENT: A CASE STUDY OF AN ELECTRIC COMPANY IN MALAYSIA
Purpose-The purpose of the study is to examine the influence of the Total Quality Management (TQM) practices on the Performance in an electronic manufacturing company in Malaysia. Design/methodology/approach –A close-handed questionnaire was used to collect data from 100 executives. A set of hypotheses arising from a conceptual model of TQM and business performance were tested using partial least squares structural equation modelling (PLS-SEM), and partial least squares multi group analysis (PLS-MGA). Findings-Empirical results revealed that only three variables significantly influence company performance. Employee engagement significantly moderates between TQM and business performance. MGA was employed to examine the magnitude and significance of these results by dividing the sample into two departments, i.e. automotive and parts production. Statistically, there is no significant difference between the coefficient values of two different departments. It further reinforces findings on the impact of TQM on Performance. Practical implications –The data were obtained at a single point in time; it is a cross-sectional study, leading to response biases. This study focuses solely on the electronic manufacturing industry, and its findings may not apply to other industries, such as the service sector. While the data source for TQM dimensions (independent variable) differs from organizational Performance (dependent variable), both variables are quantified using managers' perception data. Originality/value – This research study was conducted during the beginning stage of the COVID-19 pandemic, which provides a unique approach to conducting the study/research.
Customer interest, Process management, new technology, Employee's engagement, Management approach, Performance