The effect of TQM intention to implement on work performance in Oman’s Ministry of Justice
| DOI | https://doi.org/10.1108/WJEMSD-04-2016-0020 |
| Date | 10 July 2017 |
| Published date | 10 July 2017 |
| Pages | 223-242 |
| Author | Moosa Mohammed,Elsadig Musa Ahmed,R.N. Anantharaman |
| Subject Matter | Strategy,Business ethics,Sustainability |
The effect of TQM intention to
implement on work performance
in Oman’s Ministry
of Justice
Moosa Mohammed and Elsadig Musa Ahmed
Faculty of Business, Multimedia University, Melaka, Malaysia, and
R.N. Anantharaman
Department of Management, Multimedia University, Melaka, Malaysia
Abstract
Purpose –This study illustrates the intention to implement total quality management (TQM) applications in
Oman’s Ministry of Justice (MOJ). The purpose of this paper is to examine the effect of TQM implementation
on the MOJ’s work performance (WP).
Design/methodology/approach –The study modified the TQM efficiency model by including new
variables that had been ignored by previous studies. As a result, 320 questionnaires have been collected, and
the study employed partial least squares for primary data analysis to test the research model.
Findings –Customer focused performance is an important factor that has a direct relationship with WP.
However, the findings guide the explanation that there are other factors of TQM that have a direct effect on
WP, and this research is directed at future research to select more profound factors of TQM.
Research limitations/implications –The main limitations of this study is that the analysis of the main
study was based on the intention to implement TQM to replace the current management system’s practice at
Oman’s MOJ.
Originality/value –This study is considered to be one of the significant studies related to the effect of
testing intention to implement TQM on WP of Oman’s MOJ.
Keywords Total quality management, Work performance, Oman’s Ministry of Justice
Paper type Research paper
1. Introduction
The current study highlights the issue of Oman’s Ministry of Justice (MOJ) need to improve
its work performance (WP). It states that the MOJ uses a traditional management system to
control WP, and this system has ignored some important management objectives required
to improve the WP. This means that WP has not been improved for long time under the
current management system, and many employees have not improved their work skills.
Consequently, the current study contributes to improving the WP by proposing using total
quality management (TQM) as a new management system for OMJ. It should be recalled
that Oman’s MOJ has been a non-TQM organization in the meantime.
The present study is focused on solving management system problems in Oman’s MOJ
through introducing a TQM framework. It has reviewed related past studies connected to
TQM research. However, the difference in this study is related to one management topic:
the intention to implement TQM in Oman’s MOJ. Hence, past studies reviewed for this study
have been about TQM that has been implemented in similar organizations.
Furthermore, TQM is a tool used to ensure quality in productivity at all levels of
an organization. In addition, it considers sharing ideas with all the employees in an
improvement program. TQM was initially used as an improvement tool, and over time, other
tools have emerged that share similar objectives. Therefore, some organizations have
shifted toward using some of these tools, such as Six Sigma, for their quality features,
as TQM can be costly in terms of time and money. Moreover, TQM is successful when it
World Journal of
Entrepreneurship, Management
and Sustainable Development
Vol. 13 No. 3, 2017
pp. 223-242
© Emerald PublishingLimited
2042-5961
DOI10.1108/WJEMSD-04-2016-0020
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/2042-5961.htm
223
Work
performance in
Oman’s MOJ
incorporates good planning and organizi ng staff members to increase efficiency.
Operational performance of an organizationcanbeaffectedbyenvironmental
management (Charbel et al., 2015), and a quality environment led by proactiv e
management will have a positive effect on operational performance. Lee and Lee (2015)
stated that learning and TQM have a positive effect on WP, and business excellence in any
organization can be enhanced by good leadership toward learning and TQM practice. They
stated that TQM success can be achieved through finding a good relationship between
learning and business performance.
2. Research statement
Salim (2008)conducted a study on total qualityapplication in court managementin Oman and
highlighted that TQM had a direct relationship with employee performance in the courts
despite MOJ leadingthe court management system withoutany formal TQM implementation.
According to the Ministry of Justice Management Auditing Department (2009), the MOJ
did not utilize any standards for controlling employees entering and leaving thedepartment.
The study was conducted during an assessment of the functioningsystems in certain courts
around the country andstated that there are different systems in place to control employees
work time. Ministryof Justice Training Department (2009)stated that the department did not
follow thedesignated training plan duringimplementation of trainingprograms. Additionally,
this did not provide any training opportunities to teach the MOJ employees how to update
their management skills and styles and share them within the MOJ to improve its services
deliveries to the public that remain as a missing step. According to the Ministry of Justice
ManagementAuditing Department (2009), employeesshould follow up decisions made by top
management only during job implementation, and there is no connection between individual
departments and top management.
3. Literature review
The main idea of using TQM in pharmaceuticals, according to the study performed by
Bhaskar et al. (2011), is to show the implementation of an effective quality assurance policy
in pharmaceutical industry. The study findings showed the following eight dimensions of
quality success in pharmaceutical industry:
(1) performance: product’s primary operating characteristics;
(2) features: supplements to a product’s basic functioning characteristics;
(3) reliability: a probability of not malfunctioning during a specified period;
(4) conformance: the degree to which a product’s design and operating characteristics
meet established standards;
(5) durability: a measure of product life;
(6) service ability: the speed and ease of repair;
(7) aesthetics: how a product looks, feel, tastes and smells; and
(8) perceived quality: as seen by a customer.
Their finding included other three main key-elements of TQM approach, which are
as follows:
(1) focus on the customer;
(2) employee involvement; and
(3) employee improvement.
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