The impact of total quality management practices on business performance in the telecommunication sector

Abstract

Total Quality Management (TQM) has arisen as a reliable quality and performance method that can meet or even surpass the expectations of stakeholders. This technique is anticipated to improve organizational performance and has received considerable attention in recent times. This study investigates the impact of total quality management practices on the telecommunications industry's business performance. Questionnaires were used in the study as survey instruments to collect information about the impact of TQM methods on business performance. The researchers used a multiple regression model to ascertain this. The Descriptive statistical analysis tool is used to find the Correlation matrix, Coefficients, t-statistics, R square and p-values, and, Robustness and Diagnostic Test to examine the impacts of Total Quality Management on business performance. To assess the situation, eight hundred (800) responses were received from, employees and top management of MTN Ghana Ltd. The study established that principles applied to total quality management have a significant bearing on business performance. It is, therefore, recommended that employees in the telecommunication industry need to be well enlightened on the practices of total quality management to increase performance. The study revealed that top management commitment, employee satisfaction, quality information and reporting, managerial design, and reward and recognition have a positive influence on business performance on Ghanaian telecom companies.