Assessment of Total Quality Management Practices and Organizational Development. (The case of Telecom Services Sector of Pakistan)

Abstract

The main purpose of this study is to determine the various benefits an organization can derive from the application of total
quality management practices, or the relationship between total quality management and quality outcomes/benefits in services sector of
telecom industry of Pakistan. The study is based on primary and secondary data. Eight most important constructs were found through
literature review for conceptual framework in this study. Primary data is collected through questionnaires. The same questionnaire was
used in comparison of TQM practices in different countries such as India, USA, Mexico, China and Norway. The theoretical
framework adopted is by Raghunathan et al. (1999). Findings revealed that TQM practices and implementation have positive effects on
quality benefits or outcome (productivity, profitability, competitive position, reduce customer complaints, cost reduction, reduce rework level,
reduces scrap level, stay in business) in services sector of telecom industry of Pakistan. Benchmarking also plays a significant role in the
development of organizations. In addition to the research data, findings from different field studies and other research works have further
supported conclusion drawn from this research, that TQM practices have positive effect on organizational development. The findings based
on this empirical research would be useful to both decision makers and researchers.