The Impact of Total Quality Management (TQM) on strategic performance: A field study in Yemeni Telecommunications Companies in Sana’a

Abstract

This study aimed to determine the impact of total quality management (TQM) with its dimensions (top management support, continuous improvement, management with facts and data, feedback) on strategic performance. The study also aimed to identify the level of application of (TQM) and the level of strategic performance in Yemeni telecommunications companies in the capital secretariat of Sana’a.

The study used a quantitative research method, through which the descriptive analytical method was used. The questionnaire was used as a main tool to collect the data necessary for the purposes of this study.

The study population consisted of all (4,034) employees of (5) Yemeni telecommunications companies in Sana'a: (Sabafon, You, Yemen Mobile, TeleYemen Company, and the General Telecommunications Corporation). The stratified random sampling method was used to select the study sample. (975) questionnaires were distributed to the study sample members. (808) valid questionnaires were retrieved for analysis, with a rate of (83%).

The study concluded that the level of achievement of (TQM) was (somewhat high), and the level of achievement of strategic performance was (somewhat high). The results of the study also showed that there is a statistically significant impact of (TQM) on the strategic performance of Yemeni telecommunications companies in Sana'a.

The study recommended the need to increase attention to applying (TQM) in Yemeni telecommunications companies according to a comprehensive quality strategy, written clearly and accurately, and as part of the company’s strategic plan, because of its significant impact on improving strategic performance in those companies.