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The Influence of Critical Soft Factors on Quality Improvement and Organizational Performance : Evidence of Malaysia's Electrical and Electronics Sector

Abdullah, Muhammad Madi and Uli, Jegak and Ismail, Maimunah and Ahmad, Shamsuddin (2007) The Influence of Critical Soft Factors on Quality Improvement and Organizational Performance : Evidence of Malaysia's Electrical and Electronics Sector. Journal of Global Business Management, 3 (1). pp. 22-30. ISSN 1947-5667

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Abstract

Quality management (QM) is considered to be an important management philosophy that sustains organizations towards continuous quality improvement (QI) and customer satisfaction. The conventional wisdom is that quality improvement leads to higher revenues, decreased costs, and increased profits. This paper examines the influence of the critical soft factors (CSFs) on QI practice and organizational performance. The following soft factors were found to have significant influence on QI practice: management commitment, customer focus, employee involvement, training and education, as well as reward and recognition. Organizational performance was significantly influenced by the following soft factors: management commitment, customer satisfaction, employee involvement, and reward and recognition. QI was positively related to organizational performance.

Item Type:Article
Keyword:Quality management
Faculty or Institute:Faculty of Educational Studies
ID Code:12349
Deposited By: Fazlin Hj. Shamsudin
Deposited On:16 May 2011 11:40
Last Modified:08 Dec 2015 12:34

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