Leadership as it Relates to Employee Performance

What employee issues impact performance? How should leaders attempt to impact these issues? Gallup’s human sigma model provides the primary theoretical framework for this exploration. The quantitative data used for discovery include: the Gallup Q12®️ employee engagement survey from 33 retail-banking stores and 522 employees, the individual store performance measurements, and the Gallup customer engagement survey CE11®️. Data for both surveys were gathered during the third quarters of 2006. The results show the Q12 issues with high, positive correlations (those with a .425 or above Pearson Correlation) as they relate to performance measurements, such as daily average number of products sold, and the issues with high correlation are as follows: knowing expectations, opportunity to learn and grow, mission and purpose of organization, and the opportunity to use strengths in job. Overall, the research concludes that there are strong correlations between certain employee engagement issues and overall performance

Mediated Effect of Perceived Supervisor Support on Leader-Member Exchange Quality and Employee’s Commitment

Social exchange relationship quality can influence an employee’s commitment to supporting continuous improvement (CI) initiatives. Researchers have established that leader-member exchange (LMX) quality and perceived supervisor support (PSS) can reduce employee commitment, affecting an organizational outcome. Based on the theoretical foundation of LMX quality theory, the purpose of this quantitative correlational study was to examine the relationship between the independent variables (LMX quality) and the dependent variable (affective commitment [AC]) through the mediated variable (PSS) and moderated mediation variable (workplace ostracism [WO]). Employee age, gender, tenure with the company, ethnicity, certification level, and the manufacturing sector were control variables of the study. Survey data from 51 full-time employees from aerospace and automotive organizations within the coastal region of South Carolina were collected using LMX, PSS, WO, and AC scales. Multiple linear regression analysis revealed that each independent variable was significantly associated with AC separately and when taken together. Employee’s age was significantly associated with LMX and PSS, and the other control variables were unrelated to LMX or PSS. WO was statistically irrelevant to PSS but revealed a high PSS with high LMX quality and low WO in the slope interaction model. The results of this study can be used to enhance an organization’s certification programs. Such use of data would positively impact social change by enhancing team leader and members’ skills in conflict resolution and team building and thus contribute to successful CI initiatives

Mediated Effect of Perceived Supervisor Support on Leader-Member Exchange Quality and Employee’s Commitment

Social exchange relationship quality can influence an employee’s commitment to supporting continuous improvement (CI) initiatives. Researchers have established that leader-member exchange (LMX) quality and perceived supervisor support (PSS) can reduce employee commitment, affecting an organizational outcome. Based on the theoretical foundation of LMX quality theory, the purpose of this quantitative correlational study was to examine the relationship between the independent variables (LMX quality) and the dependent variable (affective commitment [AC]) through the mediated variable (PSS) and moderated mediation variable (workplace ostracism [WO]). Employee age, gender, tenure with the company, ethnicity, certification level, and the manufacturing sector were control variables of the study. Survey data from 51 full-time employees from aerospace and automotive organizations within the coastal region of South Carolina were collected using LMX, PSS, WO, and AC scales. Multiple linear regression analysis revealed that each independent variable was significantly associated with AC separately and when taken together. Employee’s age was significantly associated with LMX and PSS, and the other control variables were unrelated to LMX or PSS. WO was statistically irrelevant to PSS but revealed a high PSS with high LMX quality and low WO in the slope interaction model. The results of this study can be used to enhance an organization’s certification programs. Such use of data would positively impact social change by enhancing team leader and members’ skills in conflict resolution and team building and thus contribute to successful CI initiatives

The Correlation Between Employee Engagement and Job Satisfaction in the Social Security Administration

In today\u27 s environment, one way to retain people is to have fully engaged employees. A correlation study was conducted to examine the relationship between job satisfaction and employee engagement among Social Security Administration (SSA) employees. The Federal Employee Viewpoint Survey (FEVS) is a tool that measures employees\u27 perceptions their agencies. Pre-existing data was collected from the FEVS provided by the Office of Personnel Management (OPM). The purpose of this quantitative correlational research study is to determine the relationship between employee engagement and job satisfaction at SSA. The outcomes of this study provides knowledge regarding job satisfaction, which leaders can integrate into recruitment, training, and development processes. Correlation results showed that job satisfaction and employee engagement were positively related

Adoption of total quality management in the educational sector: case study of Engineering Institutions

Abstract : Due to the aspirations of various institutional stakeholders clamoring for improvement in the quality of education in their various institutions, the concept of total quality management has gained so much attention to this regard. In the recent time, several emphases have been made on the need for quality improvement and efforts are been put in place on the possible ways of increasing the standard of education globally. The productivity of any tertiary institution, especially the Engineering colleges is centered on the quality culture of such institutions, also, the customer’s satisfaction is another thing to put into consideration, to achieve the desired productivity. Generally, there are some constructs which are the major critical success factors that enhances quality improvement in any organization, customer satisfaction has been identified as another important factor to put into consideration to achieve optimum quality of products as well as services. This paper gives an insight on how the implementation of Total Quality Management in an Engineering educational system can aid the Quality of Engineering Education

Systems thinking and six sigma: exploring an integrated model for quality management

Despite the popularity and financial benefits Six Sigma programs produce, Six Sigma has its weaknesses. Critics of Six Sigma recommend inclusion of systems thinking, a method that examines an organization as a system and views its processes holistically with Six Sigma. The purpose of this quantitative study is to compare organizations that use Six Sigma only and organizations that use an integrated approach. The research questions explore to what extent organizations that implement an integrated quality improvement method differ in the success and duration of their Six Sigma programs compared to those that implement Six Sigma as a standalone method. In addition, the study investigates factors that contribute to the success of integrating Six Sigma and system thinking, as well as differences in leadership support for an integrated model compared to those that use Six Sigma only. Conceptually, this study is framed within the theories of Six Sigma and systems thinking. The data was collected through an electronic survey of 289 participated from professional associations, whose membership include practitioners of Six Sigma and systems thinking. A descriptive analysis was conducted including frequency distribution and cross tabulation analysis. The results of this study suggest there is no statistically significant difference in the Six Sigma program success between those organizations that use Six Sigma only compared to those that use an integrated approach; they both report success. However, there is evidence of organizations that use the integrated approach of systems thinking tend to use feedback loops more frequently, have a more holistic view of quality management, and examine their organization\u27s interdependencies more than organizations that use Six Sigma only. There is evidence that as the duration of the organization\u27s use of Six Sigma matures so does the respondents\u27 support for factors of systems thinking concept. Evidence also supports that an integrated approach contributes to the success of Six Sigma programs. No empirical research on an integrated approach to quality management was available. This study contributes to providing an explorative foundation for further research as well as creating a survey questionnaire previously not available to explore the integrated approach with Six Sigma programs

The impact of Total Quality Management in the banking sector in the UK

Aim / Purpose: The main aim of this study is to present the current scenario of Total Quality Management in the Banking sector in the UK and the role of service quality, employee satisfaction and commitment in achieving organizational excellence and financial performance in financial institutions. It also identifies the implementation of TQM and the challenges that may face this implementation, with a recommendation of a developed framework for performance enhancement in terms of service quality, financial performance, and customer satisfaction. The previous studies on the subject were in different contexts and sectors and have not investigated all five practices of TQM in one research and the service quality dimensions. Therefore, this research is aimed to examine whether the TQM practices are being adopted in the UK banking sector and identify the impact of TQM on the organizational performance, business excellence and service quality of the aforementioned sector. Methodological Approach: The data collection method used in this research is mixed method, meaning that both qualitative and quantitative data were collected. A survey questionnaire was distributed to bank employees (TQM survey questionnaire). Also, a survey questionnaire was distributed to bank customers (SERVQUAL survey questionnaire). In addition, qualitative data were collected using the focus group technique. The quantitative data were analysed using SPSS software to test the hypotheses set by the author using one Tailed T-test. Moreover, the researcher has used the correlation coefficients model to identify the correlation between the TQM variables and the service quality variables. The qualitative data were analysed using the content analysis technique. Principal Findings: The data collection and analysis of the TQM in the banking sector in the UK has revealed that Total quality management is a way to manage and improve the efficiency, cohesion, flexibility, and competitive position of a company in its entirety. Total Quality Management will eventually lead to improved products and services, reduce organizational costs, increase audience satisfaction, such as clients and employees, and improve financial performance in the UK banking sector. The data collected via survey questionnaires and focus groups have strongly suggested that the UK banking sector needs to improve its TQM practices to meet competitive challenges and enhance customer satisfaction and financial performance in the long run. Main contribution: The research concludes that improving the TQM practices in the banking sector in the UK will help organizations enhance service quality, customer satisfaction, financial performance and competitiveness in the marketplace. More specifically, this study links the previous works on the relationship between TQM practices and organizational performance with the UK banking employees, experts and customers regarding the TQM and service quality. A new framework for TQM practices and implementation enhancement for ultimate customer satisfaction and overall organizational performance improvement in the banking sector is propose

Is there a relationship between TQM practices and service quality in the restaurant industry

A research report submitted to the Faculty of Engineering and the Built Environment, University of the Witwatersrand, partly for the fulfilment of the requirements for the degree of Masters of Science in Engineering. Johannesburg 2016This dissertation aims to identify whether or not there is clear and tangible evidence to suggest a relationship between the presence of total quality management (TQM) practices and service quality in the restaurant industry. It attempts to investigate if restaurants that show higher levels of service quality do so because they implement quality management practices in some form or another. The study considers four restaurants in Johannesburg. A research method was devised purely for this dissertation to measure the presence of quality management practices within the restaurant and the level of service quality experienced by the customer. Three research instruments were designed for the study by using various frameworks, specifically TQM (a type of quality management practice), the SERVQUAL instrument (a tool used to measure service quality) and qualitative research interviewing. Quality management practices at the restaurants were assessed using the first research instrument: The TQM Questionnaire, which was conducted as an interview between researcher and restaurant employees. The level of service quality was assessed using the second research instrument: The Customer Survey, which was dispensed to the restaurant customers. The third instrument, an observations table was used to corroborate the results obtained by the first two instruments and was designed by the researcher. The results of the TQM Questionnaire were analysed using content analysis, and each restaurant was assigned a total TQM score, which signified the degree to which they implement TQM practices. These scores were compared to the results obtained from the customer surveys, which assigned each restaurant with a SERVQUAL score that measured the degree of customer satisfaction. The TQM results were compared to the SERVQUAL results for each restaurant in order to identify a relationship between the two aspects. The research identified that 3 of the 4 restaurants showed a clear relationship between the presence of TQM practices in their operations and the level of service quality experienced by the customer. It was identified that restaurants that achieved high TQM scores also achieved the highest SERVQUAL scores. This finding recognises that there is a relationship between TQM and service quality, however the study does not go forward to investigate the nature of this relationship.MT201

Critical Success Factors of Lean Six Sigma Deployment in a Semiconductor Manufacturing Firm: A Case Study

The research is to study what is the Critical Success Factor (CSF) that makes a Multinational Company (MNC) in Malaysia successfully deploys Lean Six Sigma 4.0 (LSS 4.0) for its business excellence. The study examines the three major categories and their CSFs to assess what are the most important factors that succeed in the deployment. The CSFs are grouped into three major categories and apply the Fuzzy Analytic hierarchy process (AHP) to analyze the collected data from 30 internal practitioners and consultants. This research revealed that the management initiative category is important in the LSS deployment, followed by involvement and engagement, which involves various parties in the transformation process. In contrast, technology and knowledge are the least critical category. The important CSFs are customer focus, communication, and understanding of the tools and techniques. This research further explores the adoption of IR4.0 in the LSS framework, which is named LSS 4.0, though the result shows it is the least important factor. The study disclosed that CSF prioritization varies by job function; it might depend on the subject’s job requirements and working environment. This research guides managers in semiconductor industries on continuous improvement deployment and transformation by integrating LSS and IR4.0 to plan and design the framework with the important CSFs. It shares the deployment strategy of respective important CSFs in the company as a reference and proposed a guideline for the execution of different CSFs