Top management leadership,

employee empowerment, job

satisfaction, and customer

satisfaction in TQM organizations

ByJaveria Malik

Yumna Idrees

Fatima Kamal

Fatima Naeem

Abstract

Variables Top management leadership

Employee empowerment

Job satisfaction

Customer satisfaction

PurposeFind out the relationship between these variables.

Abstract (cont...)

Methodology Quantitative study( Questionnaire)

Limitation Treatment of top management role and empowerment conceptually as separate

FindingsResult reveal positive correlation

Introduction

Survival of organizations

Searching for techniques

TQM tenets

Objective of the study

Provide empirical assessment of relationship

between these variables

Provide empirical assessment for TQM-based

literature

Literature review

Author Year of

publication

Result

Bowen and Lawler 1992 Define empowerment as sharing

information with front-line employees

about organization’s performance.

Blackburn and Rosen 1993 Primary objective of employee

empowerment

William and Anderson 1991 A strong relationship between job

satisfaction and performance exists only

when job satisfaction results in employee

organizational commitment.

Hypothesis

Hypothesis 1:

Top management leadership and commitment are positively associated with

employee empowerment.

Hypothesis 2:

Employee empowerment is positively associated with job satisfaction.

Hypothesis (cont…)

Hypothesis 3a:

Employee empowerment is positively associated with

customer satisfaction.

Hypothesis 3b:

Employee job satisfaction is positively associated with

customer satisfaction.

Methods

Data:

Obtain data from organization.

Approximately 800 member.

Randomly select data.

Malcolm Baldrige award for quality achievement.

Measures and scales

The questionnaire is based on

• Strongly disagree

• Disagree

• Neutral

• Agree

• Strongly agree

Five-point Likert scale

Measures and scales

The statement dealt with top management leadership, employee

empowerment, employee job satisfaction and customer

satisfaction.

Employee Empowerment

The feelings of powerlessness and creation of work environment that strengthens the employee feeling self-efficacy. (conger, kanungo 1988).

Three measures of empowerment:

Decision making authority

Participation or involvement of decision making process.

Access to information and other organizational resources.

Job Satisfaction

A favorable attitude or pleasurable emotional state that result from

the person’s job experience. (Wanous, Lawler 1972)

Fa

cto

r o

f jo

b s

atisf

ac

tio

n

Health and safety provision

promotion

Process planning

Job Satisfaction

Measure of job satisfaction

Promotion and career advancement

opportunity

Enrich job,

participation

Customer Satisfaction

TQM’s focus on quality product and services that meet the

customer satisfaction.

Measures of customer satisfaction:

Product quality features, reliability, conformance, durability,

serviceability

Customer satisfaction rating manufacturing and services

Awareness of customer problem

Willingness to employee to provide good services to customer.

Leadership and Commitment

Design questionnaires to determine the extend to which top

management is responsible for creating the climate of organization

that supports the tenets of TQM’s.

The statements referred to maintaining quality goal and culture.

Leadership, commitment, involvement, resource allocation.

800 hundreds questionnaire

300 responses were obtained

250 were usable

50 were not because they don’t answer all the questions and decline to

participate

Results

Business type Total number in survey Percent

Electronics 6 0.75

Transportation 30 3.76

Manufacturing 197 24.66

health 72 9.01

Computers 3 0.38

Total 308 38.56

Table 1

The table shown that our population was drawn from different

employees of different industries.

Table 1:

The alpha values are not for separate measures but for all item used in

each scale. the alpha values are more than .7 and fall into an

acceptable range

Table results

Tables also show that correlations between the items are positive.

Which is what should be found

Respondents are some what satisfy with their jobs

Two areas of concerns in study:

More respondents are dissatisfied with target setting and career

planning

More respondents are dissatisfied with promotion

Cont…

Top management leadership

Empowerment composite score

Empowerment :Delegation of decisionmaking and authority

Empowerment:Involvement in decision making process

Access to job requirements information

Leadership role - .6207 .7560 .5499

Commitment - .4749 .6324 .4722

Resource allocation - .4150 .5876 .4418

Composite score .7702 - - -

Table 2:

This table shows the relationship between the measures of top

management leadership and commitment

Also shows the correlation between composite scores of top

management and leadership roles and empowerment.

Table 2 results

J.S summated Careerdevelopment opportunities

Equitablereward

Work environment The job Participation

delegation of decision making

- .4984 .5714 .4495 .4085 .6505

Employee - .4925 .6603 .4779 .4831 .7470

Empowerment:summated scale

.7893

Leadership - .4959 .6873 .4383 .4172 .6649

Commitment - .4216 .5793 .4294 .3824 .5719

Total .7136

table 3:

Shows top management leadership and commitment

Positive relationship with employee satisfaction

Positive correlation with employee satisfaction in terms of equitable

reward and participation

Table 3 results

J.S composite score

Career development opportunities

Equitablereward

Work environment

Job satisfaction

Composite score

leadership

commitment

Resourceallocation

Customer

satisfactionmanufacturing firms

Reliability - .4114 .4987 .4396 .4194 .5334 .4884 .4422 .3787

Durability - .3424 .4457 .3998 .4198 .4812 .4145 .4012 .3715

Table 4:

It shows the relationship between

Customer satisfaction

Job satisfaction

Top management

Correlation indicates a stronger relationship between empowerment

and customer satisfaction

Table 4 results: