Quality managers' estimates of quality management principles application in certified organisations in transitional conditions - Is Serbia close to TQM?

Abstract

For this research, an ad hoc questionnaire was sent to a representative sample of quality managers in Serbian certified organisations to determine their estimate of the quality management principles application (QMPA) as an overall estimate of management commitment to quality management practice. In a stable business environment, high impact of TQM elements application to the QMPA is likely to be expected. Objective parameters (number of employees, form of ownership of organisation, etc.) are not likely to form significant variations in managers' perceptions of TQM elements. It is determined that only a few of the selected TQM elements are predictors of a subjective estimate of the QMPA (estimates of QMS, changes after certification, human resource management and process management). Observed objective parameters (number of employees and whether an organisation is employing a network administrator or not) showed statistically significant variations in estimates of TQM elements. Research results point to the conclusion that Serbia is yet to take the long journey towards raising awareness about the management commitment to QM and TQM practice. It is possible that other economies in transition also have similar problems in this area. © 2011 Journal of Mechanical Engineering. All rights reserved.