System Engineering and Productivity

System Engineering and Productivity

Investigating the Relationship Between Senior Management Leadership, Employee Empowerment, Job Satisfaction, and Customer Satisfaction in Organizations with a Total Quality Management Program

Authors
Ghazaleh Banaei 1
Mohammad Reza Maleki 2
1 M.Sc., Department of Industrial Engineering, Faculty of Industrial Engineering, University of Eyvanekey, Eyvanekey, Iran
2 Corresponding author: Assistant Professor, Department of Industrial Engineering,, Golpayegan College of Engineering, Isfahan University of Technology, Golpayegan, Iran
10.22034/sep.2022.243399
Abstract
As one of the most common business terms in (TQM), today, Total Quality Management (TQM) is widely used to advance and improve quality and improve traditional ways of doing business and, as a result, ensure the survival of the organization in the current competitive world. Leadership, customer satisfaction, employee participation, continuous process improvement, supplier participation and performance measures are. Total Quality Management is an intelligent, calm and continuous action that TQM has a significant impact on meeting the organization's goals and ultimately ends in customer satisfaction, increasing efficiency, respect and trust TQM and increasing the ability to compete in the market. In an organization with a mutual philosophy, it is pervasive and self-directed and cultivated people are the executors of the organization. Total Quality Management can be considered the participation of all individuals and components of the organization through teamwork in continuous improvement and improvement. The two principles of leadership of senior managers and employee empowerment are among the most important principles of total quality management and play an important role in achieving customer satisfaction. Given the importance of the topic, in this article, the relationship between senior management leadership, employee empowerment, job satisfaction, and customer satisfaction in several service and manufacturing organizations in Iran has been investigated by considering statistical indicators and questionnaire distribution. The results of this study show that there is a positive relationship between all indicators of senior management leadership, employee empowerment, job satisfaction, and customer satisfaction.
Keywords
Total quality management
Job satisfaction
Customer satisfaction
Senior management leadership
Employee empowerment

Copyright ©, Ghazaleh Banaei, Mohammad Reza Maleki

 

License

This article is released under the Creative Commons Attribution (CC BY 4.0) license. Anyone is free to copy, share, translate, and adapt this article for any purpose, whether commercial or non-commercial, as long as proper citation is given to the authors and original publication.

Aghlmand, S., & Akbari, F. (2005). Empowering a management strategy for sustainable development, Tehran: Third International Conference on Management.
Arch M, Greatz B. (1989). Work satisfaction unionism and militancy amongst nurses. Community Health Student; 13: 177-85
Barandoost, R., Rahmani, S. (2003). The comparative relationship between total quality management and learning Organization. Tact Journal, No. 134.
Bowen, D. E., & Lawler, E. E. III (1992). The empowerment of service workers: what, why, how and when.
Sloan Management Review, 33 (3), 31 - 39. Bull, IH (2005). The relationship between job satisfaction and disadvantaged areas in the Western Cape. University of the Western Cape. Carter R.J., Narasimhan R.; (1994). The role of purchasing and materials management in total quality management and customer satisfaction. International Journal of Purchasing and Materials Management, 30(3). Dowling, K. (1999). Empowerment: theoreticall Background. CSWT, 127. Farhangi, A., & Daghighi, R. (1994), Working stress. Tehran: Today’s Attitude Publications. Grigoroudis, E., Siskos,Y., (2004). A survey of customer satisfaction barometers: Some results from the transportation-communications sector. European Journal of Operation Research, 152(2):334-353.
Hajisharif, M. (2000). Design of a total quality management system. Abyek cement training center publications, Third Edition. Hans. D. (1999). Senior management and quality, Translated by Khorram, Microprocessor Publications. Jaefari, M., & Fahimi, A. (2000). Strategic and cultural tools for total quality management, Institute Publications. Jahangiri, A. (1386), Need of enpowermrnt. www.Creativity.ir. Kaufman, R. Zan, d. (1998). Developed quality management and increasingly improvement of educational system. Translated by Salimi et al. Gouya Publications. Keith, D., & Newstrom John, W. (1989). Human behavior at work: Organizational behavior. Manegement Series Eight Edition Megron Hill International Edition. Kinella, D. (2004), Human resources empowerment. Translated by Irannejad Parizi and Salimian. Tehran: Managers publication. Mossadegh Rad, A. (February 2002). Total quality management, fork model, Tact Journal, No. 130, p. 77. Prajogo D.I., & Sohal A.S. (2001). TQM and innovation: a literature review and research framework, Technovation 21, 539-558. Raeesi Ardali, G. A., & Raeesi, M, (2004). Investigating the conditions of establishing total quality management system in Akhgar Industrial Group. Sajedi, F., & Omidvari, A. (2007), Empowered personnel and today's organizations, Tact Journal, No 181. Salimi, M. H. (1994), ISO 9000, Institute for Educational Planning Studies, Quarterly Journal of Saderat Bank, No. 8. Shafiabadi, A. (1997). Occupational guidance and counseling and career choice theories, Publisher: Roshd. Sharma, N and Patterson, P. G. (2000). Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services, International Journal of Service Industry Management, 11)5(, pp. 470-490. Zardarian, A. (1997). Total quality management, Institute for educational planning and development organization of Iran Publications.
System Engineering and Productivity
Volume 1, Issue 1 - Serial Number 1
Serial No. 1, Winter Quarterly
Winter 2022
Pages 99-120

  • Receive Date 05 January 2022
  • Revise Date 15 January 2022
  • Accept Date 18 January 2022
  • First Publish Date 18 January 2022
  • Publish Date 20 February 2022