Evaluating Total Quality Management (TQM) Implementation in IKCO’s Sale

Mehdi Rezaie¹ Ghassem Farajpour Khanaposhtani² Ebrahim Sheikh³

1) Department of management, Parand Branch, Islamic Azad University ,Parand, Iran
2) Department of management, Parand Branch, Islamic Azad University ,Parand, Iran
3) Department of management, Parand Branch, Islamic Azad University ,Parand, Iran

IOI Code : XYCG-ADKEA
Publication : international conference of Management Elites(icme.ir)
Abstract :
    ABSTRACT The purpose of the present study was to explore total quality management (TQM) implementation in the sale organization of Iran Khodro (IKCO) Company of Iran. Doing so, the study aimed to improve services providing and customers’ satisfaction by propounding quality principles in this sector. The statistical sample included 139 related experts. To gather the required data, a questionnaire containing 7-folded dimensions of TQM considering “project management” and “information technology context” was employed. The obtained data was analyzed using single sample t-test through SPSS Software. As found, the organization’s readiness in 9-folded dimensions of TQM other than “focus on customer and customer-orientation” was higher than average level and statistically significant. Moreover, Friedman test was used to rank the dimensions showing “information technology context” at the first rank.

Keywords : tqm sales organization customer orientation quality principles