Total quality management and quality certification: effects in organisational performance Online publication date: Mon, 19-Mar-2018
by Marina Godinho Antunes; Joaquín Texeira Quirós; Maria Rosário Justino
International Journal of Services and Operations Management (IJSOM), Vol. 29, No. 4, 2018
Abstract: The purpose of this research is to analyse the relationship between TQM (total quality management) and quality certification in order to assess whether the TQM practices are indispensable assumptions that precede the quality certification in organisations, analysing likewise their impact in the organisational performance. The data were obtained through an online questionnaire, sent to small and medium-sized Portuguese companies, having being conducted the study based on responses received from 287 valid questionnaires. The findings indicate that certified companies have implemented the TQM practices; however certification does not translate into improved financial performance, leading only to operational improvement of organisations. Furthermore, the findings show that the implementation of TQM practices in organisations provides an improvement in their performance, both operational and financial.
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