Perception of supporting staff towards total quality management (TQM): a case study at the Padawan Municipal Council

Chiong, Jane Siew Siew (1998) Perception of supporting staff towards total quality management (TQM): a case study at the Padawan Municipal Council. [Final Year Project Report / IMRAD] (Unpublished)

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Abstract

The purpose of conducting this research was to identify the perception of supporting staff towards total quality management (TQM) in the Padawan Municipal Council. A questionnaire to measure the perception of supporting staff towards TQM and the independent variables such as the level of TQM knowledge, involvement in TQM activities and decision-making, its organisational culture and the demographic characteristics (gender, level of formal education, total years of service and section of service) was used as a tool to obtain relevant information pertaining to the research questions in this study. The research sample constituted of 63 individuals from the support group at the Padawan Municipal Council. The findings revealed that 92.1 percent of the respondents have a positive perception towards the practice of TQM. The Pearson Correlation findings indicated that a positive relationship exists between the perception of supporting staff towards TQM and the know ledge of TQM, including involvement in TQM activities, involvement in decision-making and its organisational culture. The t-test findings revealed that there was no difference between the perception of supporting staff towards TQM and gender. Results from the one-way ANOV A test showed that there was no difference between the perception of supporting staff towards TQM and the total years of service, level of formal education and section of service. The findings of this research is beneficial for the Padawan Municipal Council to determine the perception of their supporting staff towards TQM and to identify methods of improving and enhancing the practice of TQM in the workplace.

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