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In this thesis, we will study the TQM implementation and its impacts, first the effect on the performance, then the impact on employee's job satisfaction, and whether their direct relation between both. Despite many research that prove the impact of TQM implementation on the company performance, but there is not much research demonstrating the impact on employees' job satisfaction. For this reason, the proposed model was developed with the intention of examining this relationship. Methodology will be followed using self-completed questionnaires, to be distributed to all staff within the ABC multinational pharmaceutical company, which operates in Saudi Arabia, Data will analyze after collection of the survey. In addition, we will highlight the reflection that took place while preparing my thesis, Potential practical and empirical obstacles, conceptual and theoretical problems and difficulties, ethics and political field and thought. Finally, there is a planned timetable to guide me through the next steps and like any professional project’s proposal and we ended our work with the references that are used to support me to answer my research question.
Many studies have proven the relation between TQM implementation and the performance outcomes, or customers link improvement but very few studies have goes to show the relation between TQM and employee job satisfaction so it’s interesting to go through this research to find the relationship between both (TQM implementation, and employees job satisfaction).
Many of the international companies that operate globally face an international competition, companies believe that the implementation and improvement of the quality will reflect on the performance and gain market share more than its competitor gains. The application of total quality management programs help to increase the company performance as it confirmed through many research that quality implementation has its impact on the market share and return on investment as referred to "Cole, R.E. "Improving product quality through continuous feedback", Management Review, Vol. 72 No. 10, 1983, pp. 8-12" Also with referral to "Phillips, L.W., Chang, W.D. and Buzzell, R.D., "Quality, cost position and business Performance: a test of some key hypotheses", Journal of Marketing, Vol. 7, 1983, pp. 26-43"
Researchers were proving that TQM implementation has been improved the customer Satisfaction. As referred to "Lawton, R.L., "Creating a client- centered culture for service quality", Quality Progress, Vol. 22, May 1989, pp. 34-6."
On the other hand back to the research question there is very few research had proven that TQM implementation have effect on the employees job satisfaction. This research is very important to establish this relation (TQM implementation & employee satisfaction) especially for the pharmaceutical companies, as the employees consider as the first line who deals with the company customers and consider as representative for their businesses. So most of the communication between pharmaceutical companies and their customer through the company's employees.
This research will help to prove such relation of TQM implementation and its impact on the employee's job satisfaction, and it is reflecting on the company performance. This will help businesses to focus on all sides of TQM implementation, as profit, performance, customer satisfaction, and on employee's job satisfaction. That will have its return on the company investments positively.
Relation to Previous Research
Many studies has been made on the job satisfaction as an important subject, the finding of these research shows that the job satisfaction is important in influence and modify the individuals in any organization, as part of the working environment. As referred to "Baran, R., Understanding Behaviour in Organizations, Allyn & Bacon, Boston, MA, 1986".
Referral to; 1-Locke, E.A., (1976)"The nature and cause of job satisfaction", Handbook of Industrial and Organizational Psychology, Rand- McNally, Chicago, IL, 2-Lawler, F.E., (1973) "Motivation in Work Organizations", Brooks, Monterey, CA, 3-Smith, P.C., Kendall, L.M. and Hulin, C.L., (1969)"The Measurement of Satisfaction in Work and Retirement", Rand-McNally, Chicago, IL
I can conclude from these studies on the job satisfaction that work conditions, workload, pay role, promotions, and problem-solving all these will lead to employee's job satisfaction. After determine the important of job satisfaction, and the elements that lead to job satisfaction, is there any relation with that to TQM and its implementation.
To establish this relationship, I have to study the leaders or the pioneers of TQM those whom plays important role in develop certain propositions in this field, and spreading its philosophy to the world as Deming (1986), Juran (Juran and Gryna, 1993), Crosby (1979), Feigenbaum (1991), and Ishikawa (1985), the primary authorities on total quality management (TQM).
If we study and analyze those beliefs and its practices; From that I can conclude that TQM practice concern and focus on; 1-Focus on the customers’ needs 2-focus on the problem prevention (rather than correction) 3-continuos improvement (seeking to meet customers' requirements on time, first time, every time) 4-Training employees in ways to improve the quality 5-Applying the team approach to problem-solving Referred to Clinton, R.J., Williamson, S. and Bethke, A. (1994), "Implementing total quality management: the role of human resource management," SAM Advanced Management Journal, Vol. 59 No. 2, pp. 10-16
From that, we can conclude that those practices involve all the members of any organization, this active environment allow employees to exercise and feel their importance in achieving the organization quality goals. These create a favorable environment for the employees that help or affect the employees' job satisfactions.
This empowerment will help employees to feel more involvement, through dealing with significant tasks and with different levels of peoples in the organization. This high level of workers associations will enhance employees job satisfaction as referred to "Igbaria, M., Parasuraman, S. and Badawy, M.K. (1994), "Work experiences, job involvement, and quality of work life among information systems personnel", MIS Quarterly, Vol. 18 No. 2, pp. 175-201"
From that, we can conclude that there is a relation between the implementation of the TQM and employees job satisfaction through the environment and the involvement (empowerment), employee training, and conducting of problem-solving culture.