Shehla Amjad

Tqm Practices and Organizational Development: the Case of Telecom Services Sector of Pakistan Shehla Amjad

The main purpose of this study is to determine the various benefits an organizations can derived from the application of total quality management practices, or the relationship between total quality management and quality outcomes/benefits in services sector of telecom industry of Pakistan. The study is based on primary and secondary data. Primary data collected through questionnaires. The same questionnaire was used in comparison of TQM practices in different countries such as the India, USA, Mexico, China, and Norway. The theoretical framework adopted is by Raghunathan et al. (1997) and Sun (2000). Findings revealed that TQM practices and implementation has positive effects on quality benefits or outcome (productivity, profitability, competitive position, reduce customer complaints, cost reduction, reduce rework level, reduce scrap level, stay in business) in services sector of telecom industry of Pakistan. In addition to the research data, findings from a field study or other research work also provide supplementary evidence to support this conclusion that TQM practices has positive effect on organizational outcomes or benefits that lead organizations to development.