طراحي مدل مفهومي جهت سنجش الزامات تحقق مديريت كيفيت فراگير در سازمان‌هاو ارتباط آن با رضايت مشتري‌

Designing a Conceptual Model for Measuring the Requirement of TQM Implementation in Organizations and the its Relationship with Customer Satisfaction

Realization of TQM as a culture and a set of strategic principles for the continuous improvement in organization, and the need for the institutionalization of Deming Axiom as the three main characteristic (Involvement, scientific knowledge, and Commitment) have been explained, and Roles of leadership for the application on TQM have been emphasized. In this research the amount of degree of such requirement on TQM in organization and its relationship with customer satisfaction have also been discussed. It has been tried to present a conceptual model based on the condition of organization in our country for the customer satisfaction. Based on the framework and exploratory interview, a questionnaire has been designed in six parts for the assessment, by academic members, experts, managers and, familiar with Total Quality Management. By utilizing, factors analysis discovery at the first and second stage, six factors of research have been investigated. Than structural models of measurement and structural analysis (Path Analysis) and theirs interaction derived from the research was discovered. It has been proved that scientific knowledge variable carry the highest amount of affect on TQM, and than Involvement, Leadership, and Commitment in-turn bears direct impact on TQM, and also TQM a direct effect on customer satisfaction.