The Relationship between Total Quality Management and Firm’s Comprehensive Performance: An Empirical Study

Abstract

The main purpose of this study is to test the relationship between total quality management (TQM) and the comprehensive performance which is expressed by employee satisfaction, product quality, strategic performance, and customer satisfaction. The sample of the study consists of the employees of the largest three pharmaceutical companies in Hama and Homs in Syria. A questionnaire was developed to collect the data. The results showed that a statistically significant relationship exists between TQM practices and product quality, strategic performance, and customer satisfaction. The results also showed a weak statistically significant relationship between TQM practices and employee satisfaction. The research recommended to focus on all aspects of the comprehensive performance, specifically employees’ satisfaction.