Edema Friday1
Mojisayo Abimbola2
Jenyo G. K.3
1,3Department of Business Administration,
Faculty of Social and Management Sciences,
Anchor University Ayobo Lagos
2Leeds Trinity University Horsforth Leeds LS18 5HD
For correspondence, email: fridayedema@yahoo.com.@gmail.com
Abstract
The growing demand for quality products and services has made Total Quality Management(TQM) a critical practice across various sectors in Nigeria. This study examined the impact of TQM practices on the performance of Tropical General Investments Ltd in Lagos State, focusing on three key dimensions: Customer Focus, Continuous Improvement, and Quality Assurance. The objectives were to determine how these dimensions influence organizational performance indicators such as productivity, profitability, and customer satisfaction. A cross sectional survey design was employed, and data were collected through a structured questionnaire administered to 190 staff across departments, of which 128 were retrieved and analysed, representing a 67.4% response rate. Instrument validity was ensured through expert review, while reliability was confirmed using Cronbach’s Alpha with Customer Focus, 0.876Continuous Improvement, 0.860, Quality Assurance 0.880 and organisational performance0.943 and factor analysis. Data analysis was conducted using descriptive statistics, Pearson correlation, and regression analysis. The findings revealed that all three TQM dimensions significantly and positively influence organizational performance. Quality Assurance emerged as the strongest predictor, accounting for 43.4% of the variance in performance, followed by Customer Focus (30.7%) and Continuous Improvement (30.4%). The study concludes that TQM is a strategic tool for enhancing efficiency and sustaining competitive advantage. It recommends that organisations TQM practices by strengthening customer engagement, fostering a culture of continuous improvement, and maintaining rigorous quality assurance standards. Future research should extend this study across different organizational contexts and industries to provide broader insights into the effectiveness of TQM practices.
Keywords: Total Quality Management, Customer Focus, Continuous Improvement, QualityAssurance, Organizational Performance