TQM and Organization Performance: The Mediation and Moderation Fit

Total Quality Management (TQM) is a unified organizational setting to improve the quality at every function and level of organization. The objective of this study is to measure the effect of TQM practices on the performance of the telecom sector of Pakistan. Telecom sector is continuously striving to improve the quality of its services to achieve business objectives. A conceptual framework model to investigate the said relationship is developed and tested. The results are based on a survey instrument developed through an extensive literature review. To analyze the complex relationship between the variables, Structural Equation Modeling (SEM) methodology was employed. The data collected from 212 respondents was used to test the model by using AMOS 16. Analysis of the data supports a strong and positive association between the TQM practices and quality performance, innovation performance and organization performance (OP) respectively. This study found that innovation performance has partial mediating impact between TQM and OP, whereas, QP mediation impact was not established. Moreover, culture of support has a moderating role in the relationship between TQM practices and the OP. [Tahir Iqbal, Bilal Ahmad Khan, Nadeem Talib, Nawar Khan. TQM and Organization Performance: The Mediation and Moderation Fit. Life Sci J 2012;9(4):1571-1582] (ISSN:1097-8135). http://www.lifesciencesite.com. 239