The effect of Total Quality Management (TQM) practices on employees' job satisfaction of Telekom Malaysia Berhad (TM) / Nurhazwanii Abdul Hafiz

• Format: Student Project
• Language: English
• Published: Faculty of Business and Management 2007
• Online Access: http://ir.uitm.edu.my/id/eprint/18551/1/PPb_NURHAZWANII%20ABDUL%20HAFIZ%20BM%2007_5.pdf; http://ir.uitm.edu.my/id/eprint/18551/

Nowadays, Total Quality Management practices have become more important for organization to ensure the quality of products or services the organization offers will meet their customers' wants and needs. However, in this study will show how important of TQM practices to the organizations and to the employees . It will also determining the employees' perceptions toward TQM practices by the organization and how far TQM practices will effecting the employees work performance and job satisfaction . The objectives for this study are first, to identify the essential element of TQM practices that should be develop in the measurement of employees' job satisfaction . Second, is to identify the employees' perception toward TQM practices by Telekom Malaysia Berhad (TM) affecting employees' job satisfaction . Third, to identify the relationship between TQM practices and job satisfaction and finally is to assess which TQM practices is strongly associated with job satisfaction . In this study, we used questionnaire to identify the relevant aspect regarding the study on the employees at TM, Seremban. Based on Frequency and Descriptive Statistic, a clear finding and results are observed. The finding showed the overall employees' perceptions and the level of job satisfaction towards TQM practices such as reward and recognition, organization trust, organization culture, training, teamwork and customer focus. The researcher is also able to give some recommendation on how to improve TQM practices in order to increase TM employees' job satisfaction . Overall, in order to bridge the gap and provide organizations with practical assistance in dealing with this issue, this research uses a sample of TM Retail in Seremban to examine, whether the application of TQM practices result in an improvement of employees' working conditions that inevitably contribute towards their job satisfaction.