Title: Proposal of a causal model to measure the impact of quality management system on industrial performance: a case study of a multinational energy company located in Casablanca, Kingdom of Morocco

Authors: Mohammed Hadini; Mohamed Ben Ali; Said Rifai; Otmane Bouksour; Ahmed Adri

Addresses: Higher National School of Electricity and Mechanics ENSEM, Hassan II University, Casablanca, Morocco ' High School of Technology Department of Mechanical Engineering, Hassan II University, Casablanca, Morocco ' High School of Technology Department of Mechanical Engineering, Hassan II University, Casablanca, Morocco ' High School of Technology Department of Mechanical Engineering, Hassan II University, Casablanca, Morocco ' High School of Technology Department of Mechanical Engineering, Hassan II University, Casablanca, Morocco

Abstract: The purpose of this article is to present a statistical approach using latent and manifest variables applied to measure the quality management system performance of a multinational energy company located in Casablanca, Kingdom of Morocco. The principal idea is to measure the impact of quality practices (which are divided into five segments: leadership, strategy and policy, human resources, partnerships and resources, and process management) on the total performance (which is divided into four perspectives: customer result perspective, financial result perspective, staff result perspective, society result perspective). For this, we use the SEM's resolution based on the partial least squares (PLS) method via the XL-STAT software on a sample of 120 questionnaires administered face-to-face with managers, technicians, engineers and directors of this company. The obtained results should be examined in order to plan the improvements and develop an action plan.

Keywords: quality management system; QMS; modelling approach; partial least square; PLS; company performance; modelling approach; SEM's resolution; Morocco.

DOI: 10.1504/IJQET.2021.113720

International Journal of Quality Engineering and Technology, 2021 Vol.8 No.2, pp.173 - 200

Accepted: 24 May 2020
Published online: 19 Mar 2021 *

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