The Impact of the implementation of TQM on the Organizational Performance and Customers Satisfaction

Abstract

The TQM is one of the modern management tools that used by organizations to improve their performance and to strengthen the competitive advantage of products and services. This study examined the impacts of the implementation of TQM on the organizational performance using customer satisfaction as a leading indicator. Both qualitative and quantitative methods have been used in this study. Questionnaire tool was used in the collection of data from 2 companies and SPSS program is used for analysis.

Research results showed that TQM has positive impacts on organizational performance in terms of customer satisfaction as a leading indicator.

Research recommended that all Sudanese business units are to adopt and apply TQM in terms of leadership, training of employee and customer focus so as to improve the organizational performance as well as the customer satisfaction.