Abstract

Due to global competition, companies have indeed emphasized that quality should have to be put in place, integrated into all aspects of products and services within their management system.  Hence total quality management (TQM) has become increasingly popular as one of the managerial devices in ensuring continuous improvement as to improve customer satisfaction and retention as well as to ensure its product or service quality. Importantly, employees are regarded as the most important entity in ensuring that total quality management (TQM) can be carried out successfully in an organization. Therefore, this paper will address certain issues based on employees’ perspectives with regard to TQM implementation in the SMEs of the automobile industry in Klang Valley.  Specifically, the research would identify the perceptions towards TQM among the employees in the small-medium industry in the automobile sector. Secondly, to determine the important factors towards TQM implementation as perceived by those employees.   Finally, to ascertain whether there are other measurements employed by the SMEs of the automobile industry in ensuring quality.

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