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Orientador(es)
Resumo(s)
This research aims to analyze the relationship and the effects of the implementation of Total Quality Management (TQM) practices on quality certification in services corporations and to analyze the impact of TQM and quality certification (ISO 9000) on organizational performance. A model of structural equations was used to evaluate the relationship between the different dimensions. With the aim to measure the correlation between the continuous variables and the dichotomous variable ISO 9000, the Eta coefficient was used. The results showed that TQM practices in Portuguese service companies provide an improvement in their operational and market performance, however, TQM does not show an improvement in financial performance. Regarding ISO certification, the results indicate that certified companies do not show an improvement in their performance, whether financial, operational, or market. Also, our research confirms that the implementation of TQM practices provides the conditions for quality certification.
Descrição
Artigo publicado em revista científica internacional
Palavras-chave
Total quality management Organizational performance Quality certification ISO 9000 Services corporations.
Contexto Educativo
Citação
Antunes, M. G., Mucharreira, P. R., Justino, M. R., & Texeira Quirós, J. (2020). Total Quality Management and Quality Certification on Services Corporations. International Journal for Quality Research, 14(3), 847-864. DOI – 10.24874/IJQR14.03-13
Editora
Center for Quality