MSc, Lecturer of the Department of Management, Zanjan Branch, Islamic Azad University (Zanjan, Iran)
PhD of Industrial Engineering, Assistant Professor of the Department of Industrial Engineering, Zanjan Branch, Islamic Azad University (Zanjan, Iran)
The aim of the article. This study aimed to investigate the effect of Total Quality Management (TQM) and knowledge management on providing services in manufacturing and service companies.
The results of the analysis. In this regard, a model that includes the components of TQM, knowledge management, and performance of services was designed. The conceptual model shows the effect of total quality management and knowledge management on services providing. In this model, TQM consists of six components: organizational leadership, customer-based concentration, strategic planning, human resource management, process management and analysis of information. Knowledge management includes three components: knowledge acquisition, applying knowledge and knowledge distribution.
The present study is applied in terms of the objective and descriptive-survey in terms of data collection. For data analysis, structural equation model technique, SPSS, and LISREL software have been used. The study population consisted of the active companies listed on the Tehran Stock Exchange.
This study results showed that the dimensions of organizational leadership, strategic planning, process management, and human resource management have a direct and positive impact on three pillars of knowledge management, i.e. knowledge acquisition, applying knowledge, and knowledge distribution.
Conclusions and directions of further researches. The results also indicated the impact of customer-base concentration on applying knowledge and the impact of data analysis on knowledge acquisition and distribution while there were no positive results on the effect of customer-base concentration of knowledge acquisition and distribution as well as the impact of data analysis on applying knowledge. In addition, the results revealed that Total Quality Management (TQM) has a positive and significant impact on the performance of services; however, no positive results were obtained on the impact of knowledge management on the performance of services.
TQM indeed influences all aspects of the organization and its accuracy and correct implementation leads to improvement the performance and increases the efficiency of organizations; however, knowledge management is less universal and popular at Iranian organizations. As a result, its impact is not still significant in organizations.
Keywords: total quality management, knowledge management, providing of services, customer, strategic planning
JEL Classification: M31, С61, L81.
Cite as: Mohammadi F. & Najafi, A. (2016). Effect of total quality management and knowledge management on providing services at the manufacturing and service companies. Marketing and Management of Innovations, 1, 137-143. https://doi.org/10.21272/mmi.2016.1-12
This work is licensed under a Creative Commons Attribution 4.0 International License
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