Critical factors for implementation of total quality management in telecommunication industry of Saudi Arabia

• Main Authors: Alotaibi, Faihan Mosaad Saud, Yusoff, Rushami Zien
• Format: Conference or Workshop Item
• Language: English
• Published: 2014
• Subjects: TS Manufactures
• Online Access: http://repo.uum.edu.my/22440/1/ICBM%202014%20188%20203.pdf; http://repo.uum.edu.my/22440/

Total Quality Management (TQM) is mostly considered for promoting the performance of services, processes and product to live up to the expectations of the customers, as well as possibly outstrip customers’ expectations. Most of the senior management devised the most workable and appropriate ways of applying the quality philosophy to stimulate and achieve industrial, sustainable success.The main objective of this study is to analyze the critical factors affecting on Total Quality management (TQM) implementation in telecommunication industry of Saudi Arabia.The data have been collected from telecommunication industries of Kingdom of Saudi Arabia by conducting interviews and distribution of structured questionnaire among managers.To provide the data, respondents were given the choice of being interviewed or self administer the questionnaires, and send them back to the researcher.The result showed that the seven factors workforce involvement, training and learning, leadership and management involvement, continuous improvement, customer focus and rewards and recognition are more relevant for successful implementation of total quality management in telecommunication industries of Saudi Arabia.