Identify and ranking the factors that influence establishment of total quality management system in Payame Noor University of Lordegan

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1 Idenify and ranking he facors ha influence esablishmen of oal qualiy sysem in Payame Noor Universiy of Lordegan Farhad Farhadi MA Suden, Deparmen of Managemen, Najafabad Branch, Islamic Azad Universiy, Esfahan, Iran samane Karimi Gharemani MA Suden, Deparmen of Managemen, Najafabad Branch, Islamic Azad Universiy, Esfahan, Iran Roghieh RezaeeGigloo MA Suden, Deparmen of Managemen, Bilesavar Branch, Islamic Azad Universiy, Esfahan, Iran Jafar Raisi Wasegany MA Suden, Deparmen of Managemen, Najafabad Branch, Islamic Azad Universiy, Esfahan, Iran Absrac-Toal qualiy (TQM) is one of he mos common business erms applied o promoe qualiy improvemen and qualiy is a crucial facor for moving wih global changes, bu no enough aenion has been paid o improving qualiy mehods such as TQM in Iran. The goal of his research is idenify and ranking facors ha influence he esablishmen of oal qualiy sysem in Payame Noor Universiy of Lordegan. This research is a descripive-measuring research. Saisical populaion involves 80 persons of Payame Noor Universiy of Lordegan s workforces and he sampling is conduced using Morgan able is equal 84 persons. For gahering daa a researcher-made quesionnaire was used ha is validiy confirmed by scholars and is reliabiliy by Cronbach's alpha coefficien is Five componens was considered for esablishmen of oal qualiy (TQM) sysem in Payame Noor Universiy of Lordegan and four of hem was proved wih T es ha are, paricipaion, raining and cusomer saisfacion bu Coninuous Improvemen was no improved, he means of componens was discovered by Friedman es and he bes one wih his es is cusomer saisfacion. Key words: qualiy, qualiy, Toal Qualiy Managemen (TQM) 1. Inroducion: In oday's world, qualiy considered as he mos prominen feaures causing cusomer saisfacion and aracs cusomers. Qualiy improvemen is an imperaive and prioriy in los of secors such as educaion, indusry, producion, manufacuring and universiies. One of he fundamenal issues according o he qualiy of educaion in Iranian universiies is improving relaionship wih sudens, wih considering he imporance of Toal Qualiy Managemen in suden saisfacion, reduce coss and enhance eaching qualiy, he imporance of such researches is feeling in universiies of Iran bu in some siuaion his sysem has failed and i cause from lake of sudies on feasibiliy of is implemenaion while before running any kind of sysem, especially if i was from a foreign culure, he feasibiliy of is esablishmen should be checked so in his sudy we idenify and ranking he facors ha influence esablishmen of oal qualiy sysem in Payame Noor Universiy of Lordegan. This small sep can make a foundaion for he nex sage of esablish a oal qualiy sysem in his universiy. 181

2 For implemenaion of Toal Qualiy Managemen in Payame Noor Universiy of Lordegan, presen saus of sysem in his universiy is assessing. Then wih his resul we idenify and ranking he facors ha influence esablishmen of TQM sysem in his universiy. 2. Toal Qualiy Managemen (TQM): Differen definiions of TQM have been presened over years. Kumar (2009) saes TQM is defined as a holisic approach ha aims o achieve organizaional objecives and fulfill cusomer needs by inegraing every organizaional funcion. Arzeshmand (2012) argue ha TQM combines he clariy of objecives and he revoluionary procedure ogeher and conains all working aspecs, including classificaion of he cusomer s needs and evaluaion of heir saisfacion level. karahan e al. (2012) argue ha TQM is a model in which roaing he axis of hree main hemes: cusomer, process and human. TQM is a philosophy inegraing humanisic principles as well as scienific mehodologies for he purpose of coninuous improvemen as a philosophy and is based on a se of heoreical principles ha seek o mobilize organizaional resources o beer sakeholder requiremens (Guillen& Gonzalez, 2001). Seyed Saleki e al sae TQM is a policy, which becomes a ool for uilizaion and exploiaion of all human, finance and echnology resources in educaional insiuions. Roopchand (1997) wih a ciaion analysis of higher educaion in American universiies, inroduced universiies as one of he mos imporan and vial aciviy unis in America and wih using inerviews, improved ha he cener coninuous improvemen was from TQM implemenaion. From he aiude of faculy and saff, hese facors can be barriers for implemening of TQM: no commiees in some communiies, lack of faculy suppor in implemening TQM, lack of holisic view of TQM, lack of long-erm planning abou he qualiy. In his aricle five componens is considered for esablishmen of oal qualiy (TQM) sysem in universiies ha we inroduce hese dimensions in below. 3. Dimensions of TQM 3.1. Managemen Commimen: Managemen s role is a crucial facor in he implemenaion of a qualiy program, hese facor is called Commimen and is refleced in he policies and culure of he organizaions adoping he qualiy conceps (Monica& Ravinder, 1998). Leadership in an organizaion can be specified as he abiliy of a role player o influence a eam of employees o follow his or her insrucions or missions in order o achieve he goals or objecives ha have been prese by he company (Ooi& Cheah, 2010). Leadership in TQM in organizaions is capable of grea accounabiliy in. Leaders of TQM are hose, who by especial guidance and appropriae supervision of subordinaes, make sure ha, TQM guidelines, philosophies, values and goals are ransferred and delivered correcly (Seyed Saleki and colleagues, 2012). 182

3 3.2. Employee involvemen (Teamwork): Every organizaion needs eamwork and i can achieve goals because every organizaion wihou eamwork will fail.there is so many benefis for working in a eam. In implemenaion of TQM in higher educaion eamwork is one of he mos imporan facor so responsibiliies and also roles of eam members should be well defined ( Xyrichis A, Ream E, 2008). In a successful organizaion, eams mus be made up of people who have an ineres in hese processes, if hey undersand heir responsibiliies and roles so hey make recommendaions on how o change he process and i can be useful because heir suggesions lead o a grea improvemen Cusomer saisfacion: Cusomer saisfacion is an underlying principle of he TQM concep. I can be found in mos all he discussions ha address qualiy in general such as he Malcolm, Baldrige and Award (Powell, 1995).Cusomer focus can be defined as he degree o which a company embarks o saisfy he cusomers needs and expecaions in a coninuous manner (Ooi& Cheah, 2010) Coninual improvemen: According o his principle organizaion should be such a way ha creaes required incenives in he personnel so ha organizaion moves oward coninual improvemen (Dohery, 1990) Training: Every organizaion needs raining for improving knowledge and skills. Undoubedly, Training is a vial elemen for any implemenaion of TQM in higher educaion insiuions.the firs level ha has o define raining is execuive level in he organizaion. The level of raining is no same.for insance eam leaders and faciliaors should have more raining ha he oher people. ( Seyed Saleki and colleagues, 2012) 183

4 1- manageme n 2- employee involvemen TQM 5-cusomer saisfacion 3-raining 4-coninual improveme n 4. Research Mehodology Figure 1: Research Model This survey is an applied survey and from he Research Mehodology, is based on a descripivemeasuring mehod. Independen variables of his research are:, cusomer saisfacion, coninual improvemen, raining and employee involvemen and dependen variable is esablishmen of TQM. Saisical populaion of his research involves 80 persons of s, clerks and masers of his universiy. Sampling mehod of his research is a sochasic sampling, he sampling was conduced using Morgan able is equal 84 persons. The ool used for daa collecion is a researcher-made quesionnaire ha is validiy confirmed by scholars and reliabiliy by Cronbach's alpha coefficien of The mehods used are he confirmaory facor analysis: T es and Friedman es. 5. Hypohesis: H1: suppor TQM implemenaion in Payame Noor Universiy of Lordegan. H2: paricipaion and cooperaion of he saff and sudens of Lordegan Payame Noor Universiy suppor TQM implemenaion. H3: saff raining of Lordegan Payame Noor Universiy suppor TQM implemenaion. H4: emphasize on cusomer saisfacion suppor TQM implemenaion in Payame Noor Universiy of Lordegan. H5: coninuous improvemen of service qualiy and raining suppor TQM implemenaion in Payame Noor Universiy of Lordegan. 184

5 6. Findings H1: suppor TQM implemenaion in Payame Noor Universiy of Lordegan. This hypohesis was eses by suden's -es and resuls are refleced in Table 1. Facor Table1. The resuls of esing hypohesis 1 Confidence inerval Lower Upper 3.3 limi limi Sd. Deviaion Tes resul H1 is acceped This hypohesis is in he domain of H1 because is larger han so H0 is rejeced and H1 is acceped. I means ha he scienific and pracical commimen in Lordegan Payame Noor Universiy is provided for TQM implemenaion. Similar mehods were used o examine oher hypoheses. The resuls of his work are lised below: H2: paricipaion and cooperaion of he saff and sudens of Lordegan Payame Noor Universiy suppor TQM implemenaion. Facor employee involvemen Table2. The resuls of esing hypohesis 2 Confidence inerval Lower limi Upper limi Sd. Deviaio n Tes resul H1 is acceped This hypohesis is in he domain of H1 because 2.1 is larger han so H0 is rejeced. And H1 is acceped. I means ha paricipaion and cooperaion of he saff and sudens in Lordegan Payame Noor Universiy is provided for TQM implemenaion. H3: saff raining of Lordegan Payame Noor Universiy suppor TQM implemenaion. 185

6 Facor Table3. The resuls of esing hypohesis 3 Confidence inerval Lower Upper 3.66 limi limi Sd. Deviaion Tes resul H1 is acceped This hypohesis is in he domain of H1 because 4.33 is larger han so H0 is rejeced. And H1 is acceped. I means ha saff raining of Lordegan Payame Noor Universiy provides TQM implemenaion. H4: emphasize on cusomer saisfacion suppor TQM implemenaion in Payame Noor Universiy of Lordegan. Facor Table4. The resuls of esing hypohesis 4 Confidence inerval Lower Upper 3.51 limi limi Sd. Deviaion Tes resul H1 is acceped This hypohesis is in he domain of H1 because 3.18 is larger han so H0 is rejeced and H1 is acceped. I means ha cusomer saisfacion of Lordegan Payame Noor Universiy provides TQM implemenaion. H5: coninuous improvemen of service qualiy and raining suppor TQM implemenaion in Payame Noor Universiy of Lordegan. 186

7 Facor Table5. The resuls of esing hypohesis 5 Confidence inerval Lower Upper 2.83 limi limi Sd. Deviaion Tes resul H0 is acceped This hypohesis is in he domain of H1 because is larger han so H0 is rejeced and H1 is acceped. I means ha service qualiy and raining of Lordegan Payame Noor Universiy provides TQM implemenaion. 7. Ranking facors ha influence he implemenaion of Toal Qualiy Managemen Table 6 is presening he ranks of every one of he facors ha we analyze in his paper, for ranking hem we use mean of each facor based on Friedman es. Table 6.ranking facors on implemenaion of TQM Facors Ranking Facor ranks employee involvemen Training cusomer saisfacion This ranking show ha he highes score is dedicaed o cusomer saisfacion by 2.71 ranking mean, oher facors ranking include he raining componen 2.69, he paricipaion componen 2.32 and commimen ge 2.27 ranking mean. Figure 2 show facors ranking on TQM implemenaion process. 187

8 cusomer saisfacion (1) raining (2) TQM implemenaion (4) employee involvemen (3) Figure 2: Ranking facors influence implemenaion of TQM 8. Conclusions The main concern of his research is how o apply TQM in Lordegan Payame Noor Universiy o improve he qualiy of relaionship wih sudens and ge a beer relaionship wih hem. Five facors are considered for implemenaion of TQM in his universiy and according o he daa analysis based on T es,, cusomer saisfacion, raining and employee involvemen are supporing esablishmen of TQM, bu he coninual improvemen componen was no acceped for he esablishmen of TQM. according o he Friedman es he highes grad is dedicaed o cusomer saisfacion by 2.71 score and oher ranking facors include he raining componen 2.69 score, he paricipaion componen 2.32 score and commimen ge 2.27 scores.in overall by using hese resuls, we can say ha he esablishmen of TQM in Payame Noor Universiy of Lordegan is possible in order o eliminae weaknesses such as coninuous qualiy improvemen in services and educaion and commimen and employee paricipaion. 9. Resourses Arzeshmand,M, Mahdipoor, A, (2012),Reasons for acceping Toal Qualiy Managemen (TQM) by he managers of physical educaion organizaion: a survey in Fars province of I.R.IRAN, Journal of American Science 2012;8(10), PP: Dohery GD, (1990), Developing Qualiy Sysem in Educaion Alaska: Rouledge, Karahan,M, Teik,N,(2012) The Deerminaion of he Effec Level on Employee Performance of TQM Pracices wih Arificial Neural Neworks: A Case Sudy on Manufacuring Indusry Enerprises in Turkey, Inernaional Journal of Business and Social Science Vol. 3 No

9 Kumar, V, Choisne, F., de Grosbois, D &Kumar,U, Impac of TQM on company s performance, Inernaional Journal of Qualiy & Reliabiliy Managemen, 26(1): Guillén, M, González, T, (2001), The Ehical Dimension of Managerial Leadership Two Illusraive Case Sudies in TQM, Journal of Business Ehics, Vol.34, pp: Monica, J, Parzinger, Ravinder, Nah, (1998), TQM implemenaion facors for sofware developmen: an empirical sudy, Sofware Qualiy Journal, Vol.7, pp: ,PP: Ooi, K.B, Cheah, W.Ch, (2010), TQM pracices and knowledge sharing: An empirical sudy Malaysias manufacuring organizaions, Asia Pacific Journal of Managemen, Vol.29, No.1, pp: Roopchand,R,(1997), The criical analysis of oal qualiy in coninuing higher educaion, Disseraion Absracs Inernaional, Vol.58, No. 12 Seyed Saleki, Z, Samimi, H, Rouhmi, B, Dezfoulian, A,(2012), Main Facors influencing TQM in Educaional Indusry, INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS, Vol 4, No 4, PP T.C, Powell, (1995), Toal qualiy as compeiive advanage: a review and empirical sudy, Sraegic Managemen Journal, NO 16, pp: Xyrichis A, Ream E (2008) Teamwork: a concep analysis. JAN 61(2):

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