Total quality management and organizational learning in service organizations
Date
2019-05-30
Authors
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Journal ISSN
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Publisher
SAS Publishers, India
Abstract
The purpose of the study is to investigate the role of Total Quality Management on Organizational learning in service
organizations. The focus was on the examination of organizations with both successful and unsuccessful learning
attributes to identify service organization total quality management systems that discriminate service organizations at
either end of the success continuum. Data was collected through a survey sent to Ugandan service organizations
certified to quality standard ISO9000. The findings suggest that service organizations that have a total quality
management program that has exceeded expectations have been able to develop and encourage the attributes necessary
for organization learning. It would appear that learning has been an important aspect for these service organizations to
succeed in the quality endeavors. The findings of this study provides further empirical evidence of the role total quality
management has in improving organizational outcomes especially in relation to organizational learning.
Description
Keywords
Total quality management, Organizational learning, Service organizations