Total Technological Quality Management: a Malaysian hi-tech industry study

Abstract

Organizations have increasingly integrated Total Technological Quality Management (TTQM) principles into the procedures of the organization because proper TTQM principles translate into quality enhanced products and services. TTQM measures also promote operational efficiency, which positions the organization at an advantage to bolster the organizations return on capital. One of the major obstacles to empirical investigations of quality in organizations is the difficulty in defining precisely what quality is. One defining framework that is widely accepted in for-profit organizations is the Malcolm Baldrige National Quality Award (MBNQA) framework. This study examines the validity of the proposed relationships among the MBNQA dimensions using data from 100 Malaysian high-tech industries: chemical engineering pharmaceutical engineering industry, electronic engineering industry/electrical engineering industry, agricultural engineering industry, construction engineering industry, mechanical engineering industry, polymer engineering industry, software engineering industry, petroleum engineering industry, food engineering industry, and communications engineering industry; describing the practice of technology management systems and quality. The focus is on 2 main sectors, namely, 1. product service offerings and: 2. quality management process in business operations. The research also identifies a newly-designed TTOM framework based on Malcolm Baldrige National Quality Award where organizations are evaluated along 7 dimensions known as the Baldrige Criteria: organization leadership, strategic planning, customer and market, measurement, analysis and knowledge management. focus expectation and satisfaction, information and analysis , HRD and management, process management??? and business results. implying business excellence and technology management quality achievement. These seven areas affect all key stakeholders, including: COMMunities, customers, employees, shareholders and suppliers. The paper also explores the methodology used in the execution of technology management quality systems and quality practices to comprehend the research findings. Finally the authors suggest steps which might be necessary in seeking to achieve further progress in TTQM implementation. The empirical results help identify a modified model that has implications for managing quality improvement initiatives.