Total Quality Management Practices and Medium Enterprises: An Empirical Study based on Employees’ Experience

Abstract

The study examines the implementation of Total Quality Management (TQM) practices in medium-sized enterprises in Assam in northeastern India, with a focus on enhancing operational performance, product quality, and competitiveness. It specifically examines TQM practices adopted by service-based and manufacturing-based enterprises in Kamrup (Rural) and Kamrup (Metropolitan) Districts of Assam. Using a quantitative approach, data were collected from 600 employees, 300 from each of these two types of enterprises, through convenience sampling due to the lack of formal sampling frames. Findings highlight that employees with more than 15 years of experience in service-based enterprises require specific attention regarding top management activities, likely due to their seniority and leadership roles. Employees with less than 5 years of experience in manufacturing-based enterprises need to be emphasized, possibly indicating a focus on establishing foundational knowledge and skills crucial for manufacturing processes. Employees in service-based medium enterprises operating for over 5 years understand the significance of process-centred activities, particularly regarding designing new products or services. These findings suggest that experience significantly influences how employees perceive and engage with TQM principles within their respective enterprises.