Impact of Implementing Total Quality Management (TQM) System on Improving Performance at the Cooperative of State Employees (CSE) in Lebanon

Abstract

The Total Quality Management System (TQM) is an integrated management approach that aims to continuously improve the performance of services and exceed the expectations of associates. The study aimed at determining the impact of the application of the Total Quality Management (TQM) system in improving performance in the Cooperative of State Employees (CSE) in Lebanon. The study also aimed at building a conceptual framework that can be used as a guide in formulating an effective approach that enables high management in the Cooperative of State Employees (CSE) to successfully implement a Total Quality Management (TQM) system. The study sample consisted of employees in the Cooperative of State Employees (CSE). To verify the study hypotheses, a five-point Likert style questionnaire was constructed and distributed among the sample to measure and reveal the impact of implementing the TQM system on improving the performance of the CSE. The results of the study showed that implementing the TQM system has a critical role in improving the financial performance of the CSE, while it has no impact of significance on improving managerial performance at the CSE.