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Self‐assessment of TQM practices: a case analysis

V. Arumugam (Faculty of Management, Multimedia University, Cyberjaya, Malaysia)
Hiaw Wei Chang (University of Warwick, Coventry, UK)
Keng‐Boon Ooi (Faculty of Management, Multimedia University, Cyberjaya, Malaysia)
Pei‐Lee Teh (Faculty of Management, Multimedia University, Cyberjaya, Malaysia)

The TQM Journal

ISSN: 1754-2731

Article publication date: 9 January 2009




The purpose of this paper is to assess the current level of TQM practices within a major computer hard disk USA based manufacturing company in Malaysia and to identify improvement opportunities.


Original research using self‐administered questionnaires, distributed to all staff within this organization, is thoroughly reported. The study sample consisted of 299 employees, resulting in a response rate of 66.4 percent. The data were analyzed using descriptive and multiple regression analyses.


The analysis revealed that the strengths of the company, in its quality management implementation, lie in customer focus and process management. It was also perceived to attain a “good” level of practices in leadership, strategic planning, human resource development and management. On the other hand, supplier relationship and information and analysis both received only moderate scores. This suggested that more effort needs to be focused on improving supplier quality and relationship management and the information distribution system.

Research limitations/implications

The research paper was derived from a single organization; therefore generalization of these findings to other organizations should be applied with care.


The approach and methods outlined may be adopted or used as a guideline in conducting any subsequent surveys in the company or, in a broader sense, they can be referenced by practitioners or researchers engaged in similar research or survey studies.



Arumugam, V., Wei Chang, H., Ooi, K. and Teh, P. (2009), "Self‐assessment of TQM practices: a case analysis", The TQM Journal, Vol. 21 No. 1, pp. 46-58.



Emerald Group Publishing Limited

Copyright © 2009, Emerald Group Publishing Limited

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