The Relationship between Enterprise Resource Planning, Total Quality Management, Organizational Excellence, and Organizational Performance-the Mediating Role of Total Quality Management and Organizational Excellence

  •  Hassan Saleh Al Dhaafri    
  •  Rushami Zien Bin Yusoff    
  •  Abdullah Kaid Al Swidi    


Purpose: This study was set up to examine the mediating effect of TQM and organizational excellence between ERP and organizational performance.Design/methodology/approach: To examine the model of the study, design of survey questionnaire was employed through data collected from Dubai Police Departments. Out of 565 questionnaires, 320 only usable returned. Partial Least Square (PLS) structural equation modelling was employed to analyze the data.Findings: Based on statistical results, the effect of ERP on TQM, organizational excellence, and organizational performance were confirmed. In addition, the effect of TQM and organizational excellence on organizational performance was also confirmed. Moreover, TQM was found to partially mediate the effect of ERP on organizational performance, whereas organizational excellence was found to fully mediate the effect on the same relationship.Practical implications: The results of this study have several practical implications. This study will help managers and decision makers to take the proper decision when implementing ERP system. Due to that, TQM and organizational excellence are the most important practices to ease the ERP implementation. Originality/value: This study is considered as the only empirical study that examines the collective effect of ERP, TQM, and organizational excellence on organizational performance.

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