THE EFFECTS OF TOTAL QUALITY MANAGEMENT PRACTICES ON BUSINESS
PERFORMANCE IN THE TELECOMMUNICATION SECTOR
Abstract
Total Quality Management (TQM) has arisen as a reliable quality and
performance method that can meet or even surpass the expectations of
stakeholders. This technique is anticipated to improve organizational
performance, and has received considerable attention in recent times.
Previous studies have not tied effectiveness of overall quality
management techniques in business of the Ghanaian telecommunication
sector, hence the need for this research. This study investigates the
influence of total quality management strategies on the
telecommunications industry’s business performance. Questionnaires were
used in the study as survey instruments to collect information about the
impact of TQM methods on business performance. To assess the situation,
eight hundred (800) responses were received from, employees and top
management of MTN Ghana Ltd. The study established that principles
applied to total quality management have a significant bearing on
business performance. It is therefore, recommended that employees in the
telecommunication industry need to be well enlightened on the practices
of total quality management to increase performance.