مدیریتی- آمنه مالمیر

The role of TQM in improving student performance PNU Kermanshah
Ameneh Malmir

Department of management, Malayer Branch, Islamic Azad University, Malayer, Iran

International Journal of Operations and Logistics Management www.absronline.org/ijolm

p-ISSN: 2310-4945; e-ISSN: 2309-8023

Volume: 2, Issue: 4, Pages: 58-63 (December 2013)

© 2013 Academy of Business & Scientific Research

 
Abstract: Total quality management is a management philosophy that is one of the most complete and efficient way to take a decent quality and customer satisfaction issues. The study population consisted of students in public administration and business center, Kermanshah is PNU 160 of them, for example, participated in the study. And measure for evaluating the reliability of expert opinion, Cronbach's Alpha test was used in this study is equivalent to 89/0 and 81/0 for a valid measurement is obtained that show. The results indicate that there is a positive relationship between the components of Total Quality Management and the significant level of 5/0 per cent. There was significant difference in the level of 0/5% between male and female perspectives on TQM.
Keywords: TQM, Strategic Planning, Student Payamenoor Kermanshah;
Introduction: TQM, continuous improvement is a general concept in the organization. This system, primarily focusing on internal and external customer satisfaction and continuous improvement at all levels of management systems and processes. TQM is included to respond appropriately to quality and customer satisfaction. TQM has gained a prominent place in the modern world is faced with great acceptance. The thought of spending to avoid unnecessary pitfalls of improper use of resources in the production process provides reliable products that the consumer wants(Haji Sharif, 2004). With the establishment of this system is to provide the possibility to detect the needs and expectations of citizens in general. In this paper, we provide definitions of TQM and its role in improving social security, to mention some of the problems in implementing this system in an organization. Then the performance management approach has been evaluated using criteria under study.
Literature The concept of TQM
The concept of quality has a pivotal role in the movement. This may seem obvious, but it is due to the development of the definition of "quality." Quality will be addressed in the context of new construction or service industries, its main task is to spread the concept of quality for each market segment and customers who often fundamental changes in the philosophy of derived Commerce, Today, as an essential quality for all ranks and functions in the organization. The general belief is that customer satisfaction over time will yield benefits for the organization and benefits will lead to optimum performance. The term "comprehensive" (TQM) refers to:
a - Quality of the whole organization, generally horizontally and vertically, as well as all duties, production planning, sales and public affairs.
b- should be guaranteed to all aspects of quality, the quality of products, production, delivery, customer service, internal procedures, production planning, etc., should be subject to this general principle.
Invented the concept of "total quality control" the first time in 1950 by "Arnand Fygn Ban." He says the definition of quality: "Collaboration effective system for integrating different groups within an organization, maintenance and improvement by various groups and organizations to improve productivity and economic services for the complete satisfaction of the buyers''.
TQM has the following properties:
Complete customer satisfaction at the lowest cost Two. Involving all employees to eliminate waste and prevent errors and thus improve their motivation. Three. Quality and continuous improvement 4. Design and selection of appropriate production technologies and processes 5. Quality physical education 6. Measuring the 7. Due to the optimized life cycle costs 8. Productivity and value-added 9. Higher standards 10. Improved systems and procedures (Dadras, 2007).
Research conceptual model

Strategic Planning
Quality Insurance
Support higher levels of management     
                                                           

Improve the quality of outcomes
Customer Orientation
Function
Identification and training of staff
 
Staff empowerment
Measurement and Analysis
 

 
 
 
 
 
 

Methods This descriptive research - is applied. Was used to collect data for this research  quantitative methods. Sample of the study consisted in the field of public administration and business  Payam  Noor University in Kermanshah, in the year 1391; That number is 250. Determine the sample size, we used simple random sampling. were selected for this study, 160 subjects using Cochran formula. Total Quality Management in the questionnaire were as follows: The questionnaire contained eight questions that were 6 choices based on responses Guyana from 20 to zero rating categories which include the following criteria:
Support of senior management and leadership, customer focus, enabling employees and teamwork, strategic planning, quality policy, quality outcomes and improve staff productivity, identify staff training, and quality measurement and analysis. The scale consisted of 7 questions. Scoring method is to score as each item is allocated a score between 1-20. Option values ​​were 20 to 1 in some questions and some questions on the reverse of 4 to 1. The scores range between 200 and 0 is the highest. in the present study tools for evaluating reliability, the Cronbach's Alpha was used and the results are presented in Table 1.
Table 1 - alpha coefficient of reliability tools and methods
Cronbach alpha
Scale
 
0/89
TQM
0/81
Function
As seen in Table 1, the level of reliability using Cronbach alpha for the two subscales of the questionnaire over 7/0. This indicates high reliability is acceptable for all scales used in the Research.
The research hypothesis 1 - Is there a relationship between top management support and leadership of the organization and performance enhancement . 2 - Is there a relationship between strategic planning and performance increases . 3 - Is there a relationship between customer focus and high performance. 4 - Is there a relationship between identification and training of employees and higher performance. 5 - Is there a relationship between employees and enabling higher performance and teamwork . 6 - Is there a relationship between the measurement and analysis of high quality and performance. 7 - Is there a relationship between the insurer and high quality performance. 8 - There is a relationship between Improve the quality of outcomes and staff productivity and higher performance.
Descriptive Statistics 1 - Gender Table 2: Frequency and percentage distribution of respondents according to gender
Cumulative percentage
Percent
Abundance
Gender
41/9
41/9
67
Man
100
58/1
93
Female
 
100
160
Total
 
As you can see on Figure 2 and Table Abundance (2) 67 subjects research, men are the numbers 41/9% of the sample into account and 93 subjects are women and the number 58 / 1% of their sample. And more women than men.
2. Age Table 3: Frequency and percentage distribution of respondents according to their age
Cumulative percentage
Percent
Frequency
Age
40
40
64
20 to 25 years
93/1
53/1
85
25 to 30 years
100
6/9
11
Above 30 years
 
100
160
Total
 
According to Table 3, 64 patients between 20 and 25 years of age. Which accounted for 40% of the total sample. 85 patients between 25 and 30 years of age. Which accounted for 53/1% of the total sample. And a sample of 11 individuals older than 30 years of age who have this number 6/9% of the total sample.
3 - level of education Table 4: Frequency and percentage distribution of respondents according to their level of education
Cumulative percentage
Percent
Frequency
level of education
57/5
57/5
92
Associate Degree
90
37/5
60
BS
100
5
8
MA
 
100
160
Total
 
According to the diagram (4), 8 samples of high school graduates who account for 5% of the total sample 60 subjects research degree Associate Degree which account for the number 5/37% of the total sample and 92 degree and higher degree, which account for the number 5/57 percent the total sample.
4- normal distribution of the data
Table5: normal distribution of the data
sig
Z
SD
Average
 
0/326
0/951
11/46
66/12
TQM
0/104
1/142
22/93
157/51
Total questionnaires
 
Inferential statistics
This section is used to check the assumptions of the Pearson correlation coefficient (r). Because of the distance and relative variables are appropriate test for examining the Pearson test.
Table 6: self-efficacy variables using the concept of Total Quality Management
 
 
Significant
t
 
B
SD
b
Variable
0/0
7/665
-
6/06
46/455
Constant
0/009
2/653
0/202
0/288
1/425
Top management
0/003
3/017
0/252
0/253
0/865
support and leadership
Strategic Planning
0/354
0/931
0/079
0/395
0/019
Customer
0/002
3/193
0/228
0/235
1/425
Identification and training of staff
1/109
2/153
0/252
0/354
1/103
Enabling employees and teamwork
0/013
2/817
0/278
0/653
0/982
Quality Measurement and Analysis Quality Insurance
0/009
1/931
0/179
0/423
0/212
Improve staff
0/012
1/153
0/628
0/735
0/124
productivity and quality outcomes
 
Multiple correlation coefficient (R) of the 75/0 and the coefficient of determination (R ²) 55/0, which indicates comprehensive quality management variables explain 55% of the performance variables. Independent t-tests, as outlined in Table 13 Average Total Quality Management (both boys and girls) were studied, the results indicate that there is a significant difference in performance between the two groups at 5% level.
Table 7 - comparison between native and non-native
Variables studied
Average
SD
Significant
Performance
Son
60/46
12/21
0/039
Girl
66/27
10/23
 
Independent t-tests, as outlined in Table 14 Average Total Quality Management (Quality Management both groups) were analyzed, the results indicate that no significant difference at 5% level between the two groups in terms of Total Quality Management .
Table 8 - Comparison between native and non-native Average
Variables studied
Average
SD
Significant
TQM
Son
90/46
14/58
0/041
Girl
91/27
10/58
 
Conclusions TQM strategy process viewpoint, the system is cost-effective method. Through the promotion of a culture of participation in decision making at all levels and members of the organization's efforts to improve quality and continuous production of goods and services makes. Customer satisfaction and guarantees all stakeholders. Customer satisfaction with minimal cost, and participatory decision-making as a matter of organizational and individual benefits, including higher standards of quality and continuous improvement goals are the implementation of total quality management. Prominent roles in the field of TQM are employee and employer relations strategy by applying a win - win, crisis prevention and crisis management, quality training to establish a good reputation for the organization's members. Implementation of tools that are customer-oriented, teamwork and scientific approach to decision-making components of TQM and teamwork training, quality control and data structures. Moreover, since the context of this strategy is the need of improving the public image and improve employee morale can be named as the underlying instruments.
 
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