AN INVESTIGATION OF THE IMPACT OF TOTAL QUALITY MANAGEMENT ON AN ORGANIZATION'S EMPLOYEES AND THE EFFECT OF THIS IMPACT ON ORGANIZATIONAL PERFORMANCE
List of Charts and Tables ............................... v
1. INTRODUCTION TO THE STUDY ....................... 1
Background .................................... 1
Statement of the Problem ...................... 3
Purpose of the Study .......................... 4
Theoretical Bases and Organization ............ 4
Limitations of the Study ...................... 12
Definitions of Terms .......................... 12
2. REVIEW OF THE LITERATURE ........................ 14
Introduction to the Literature Review ......... 14
Quality Management Concepts ................... 14
Continuous Quality Improvement ............. 14
Total Quality Management ................... 23
ISO 9000 ................................... 33
Organizational Issues ......................... 40
Empowerment ................................ 41
Organizational Structure ................... 42
Group Processes ............................... 48
Related Research .............................. 53
3. METHODOLOGY ..................................... 55
Introduction to the Methodology ............... 55
Design of the Investigation ................... 55
Population and Sample ......................... 57
Treatment ..................................... 58
Data Analysis Procedures ...................... 61
4. RESULTS AND DISCUSSION .......................... 62
Introduction to the Results ................... 62
Results and Discussion: Major Hypothesis ...... 62
Results and Discussion: Minor Hypothesis ...... 66
5. SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS ....... 71
Summary of the Study .......................... 71
Conclusions ...........