Mediation effect of TQM technical factors in excellence management systems

This study seeks to examine the relationship between TQM social and technical factors and their effects on organizational results, and takes the EFQM model as a reference. Moreover, through structural equation modeling (Partial Least Squares), the study hypothesizes and tests a mediation model between social factors, technical factors and overall results. The study uses a sample of 116 Spanish firms undergoing complete assessment processes according to RADAR logic. The results show that: (1) an open, flexible and continuous improvement oriented culture, a committed and involved leadership, and efficient management of human resources (TQM social factors) exert a direct and significant impact on the effectiveness of the quality system deployed (TQM technical factors) and on the results; (2) the management and improvement of processes, the alliances with suppliers and other partners, and the management of resources (TQM technical factors) also directly influence results; moreover, (3) this variable partially mediates the effect of social TQM practices on organizational results.