STUDIES ON QUALITY PRACTICES IN SMALL & MEDIUM SCALE INDUSTRIES USING STATISTICAL TOOLS

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1 International Journal of Mechanical Engineering and Technology (IJMET) Volume, Iue, September, pp. 3 Article ID: IJMET Available online at ISSN Print: 3 and ISSN Online: 3 IAEME Publication Scopu Indexed STUDIES ON QUALITY PRACTICES IN SMALL & MEDIUM SCALE INDUSTRIES USING STATISTICAL TOOLS Lakhmi Kumari Department of Mechanical Engineering, Ballari Intitute of Tech. & Management, Bellary, Karnataka, India Dr. Y Vijay Kumar Department of Mechanical Engineering, Sri Sairam College of Engineering, Anekal, Bengaluru, Karnataka, India ABSTRACT In the era of globalization and privatization, the challenge of current market trend can be competed uing total quality management (TQM) principle. More particularly, the mall and medium cale enterprie (SME ) play a vital role in providing employment and booting the economy of the developing country like India. However, to fulfill the cutomer atifaction, the quality of the product play a vital role in the product being manufactured in SME. Focuing on atifaction of cutomer, increae in profit and minimizing loe to a lower level are quality improvement parameter. Thee parameter can be met through the application of advanced quality philoophie and TQM principle. The paper dicue the identification of critical ucce factor that contribute to the performance of quality practice in SME. The tudy planned to etablih a guideline that the management can take care itelf to improve the productivity of the firm. The work include a quetionnaire urvey to implement TQM practice in the tructure of governance in SME. Baed on priority, the critical factor are arranged from the collected data. Employee atifaction, cutomer atifaction and operational effectivene are the three hypothei formulated. Statitical tet i carried out for formulated hypothei eparately uing Ttet, oneway ANOVA and MANOVA tet. It i ummarized that the TQM implemented SME are more effective in fulfilling the need of employee, cutomer and in operation a well. Keyword: TQM, SME, Quality, Hypothei, Ttet, oneway ANOVA, MANOVA tet. Cite thi Article: Lakhmi Kumari and Dr. Y Vijay Kumar, Studie on Quality Practice in Small & Medium Scale Indutrie uing Statitical Tool, International Journal of Mechanical Engineering and Technology, (),, pp editor@iaeme.com

2 Studie on Quality Practice in Small & Medium Scale Indutrie uing Statitical Tool. INTRODUCTION Economic intenification of a nation i truthfully aociated to the level of indutrial growth. The expanion of indutrial ector lead to a greater utilization of natural reource, production of good and ervice, creation of employment opportunitie and improvement in the general tandard of living. All countrie, more particularly the India ha been triving to develop the country indutrial bae ince independence. Though the large cale indutrie have contributed a lot, the mall and medium cale enterprie play a key role in our planned development toward the fulfillment of the ocio economic objective particularly in achieving equitable growth. Since decade, the concept of TQM ha been dominated the management cene irrepective of type and ize of indutry. It ha been tickled around baic principle uch a conumer focu; continuou improvement and human reource management are ignificant in the implementation of quality practice irrepective of type and ize like mall, medium and heavy indutrie [,, 3,,,, and ]. TQM i one of the mot multifaceted activitie that any company can involve a it require implementing a new way of managing buine and a new working culture which not only affect the whole organizational proce and all employee but alo demand the allocation of ignificant organizational reource [,, ]. More particularly, the cutomer atifaction i one of the noteworthy contraint for the ucce of organization a the growth of any buine depend on the ame. To conquer the total atifaction from the conumer with repect to product quality, delivery, after ale ervice, the organization particularly mallcale indutrie doe not have any option other than implementing TQM concept in holitic manner. Many reearcher have been carried out extenive reearch in different indutrie to implement the quality practice uing TQM. Management awarene of the importance of total quality management including buine proce reengineering and other continuou improvement technique ha been tudied uing benchmarking movement for improving bet practice []. TQM principle and practice in the ervice firm a well a in the manufacturing organization have been decribed in []. They have concluded that there i no ignificant difference in the level of mot of TQM practice and quality performance between the two ector. Improvement in buine performance and received coniderable attention in recent reearche ha been propoed [3] uing TQM. Thi tudy empirically examine the extent to which TQM and buine performance are correlated and how TQM impact variou level of buine performance. Simulation have been carried out [] that TQM ha been clearly conceptualized around baic principle uch a conumer focu, continuou Improvement and human reource management. Neceary reource [] required to produce one unit from the total production ha been dicued. The productivity ha been meaured by taking Total Depoit at The End of Year / Total Number of Employee. Total Quality Management i a management technique [] adopted by the mot manufacturing organization ha been dicued. It help to manufacture product at lowet cot by the following variou management technique through continuou improvement. Total Quality Management ha been widely conidered [] a the trategic, tactical and operational tool in the quality management reearch field. Computational tet uch a ttet and MANOVA tet uing the data collected manufacturing and ervice companie dicued by [] to implement the quality practice. The tet howed a clear difference in TQM practice by company ize, indutry type, and degree of innovation. TQM concept cannot be applied to any indutry other than Manufacturing ha been dicued in []. One of the main principle of the TQM concept i to achieve cutomer Satifaction and thi i an important objective for any organization, including Contruction firm. Quality apect ha become one of the mot important factor in global competition today ha been dicued []. Increaing demand by cutomer for better quality of product in market place ha encouraged many companie to provide quality product and ervice to compete in the marketplace uccefully. TQM 3 editor@iaeme.com

3 Lakhmi Kumari and Dr. Y Vijay Kumar practice, activitie, critical ucce factor through ttet and ANOVA barrier and buine outcome in electric fan manufacturing indutry of Pakitan ha been analyzed []. Decriptive tatitic in term of Meaure of Central Tendency and Meaure of Diperion ha been carried out to tudy TQM []. Inferential Statitic were performed in term of Meaure of Pearon Correlation, Tet of Hypothee, Analyi of Variance, Stepwie Regreion One Sample Ttet, Ftet, ChieSquare, and Significance Level a a part of implementing quality practice in manufacturing and ervice indutrie located in Riyadh city. With thi, the objective of the paper i to attempt the implementation of quality principle in mall and medium cale indutrie in and around Bellary city by carrying out tatitical tet.. METHODOLOGY The propoed plan of implementing the quality practice in mall and medium enterprie carried out comprie three activitie namely method of data collection, population and ample ize, and method of data analyi. The potential problem arie due to difficulty in undertanding the quetion by repondent in all viited indutrie are reolved uing pilot tudy. Quetionnaire i mainly intended to prepare without harming the emotion of the repondent in addition to other variou conideration. The final quetionnaire i built after little iterative reconideration, with reformatting and conecutive improviation in the quetionnaire. Through urvey, a quetionnaire about indutry, employee and cutomer atifaction, quality practice effectivene and interview were conducted to collect the data. Quetionnaire aociated to employee and cutomer atifaction, a range of to i choen. Table Lit of factor conidered in the formulation of quetionnaire. Topic Number of Quetion Content General Information Peronal detail Show name, deignation, educational qualification, experience etc Organizational detail Firm name, workforce ize, type of indutry etc Influencing Factor Leaderhip and viion Indicate management view on quality improvement policy & plan. Quality commitment Show quality in product deign, review and feedback from expert. Employee involvement Meeting and encouragement of employee, quality circle Cotumer focu Cutomer feedback, program to implement cutomer ervice etc Continuou improvement label and ignboard,,wate elimination, etc Proce monitoring and control Include periodic audit, review of target etc Incentive and recognition Company certification, employee incentive ytem etc Fact baed management 3 Quantitative technique in proce, training etc The urvey i conducted in all mall and medium cale indutrie acro the different part of Bellary city conidering all influencing factor of total quality management. A total of ( Small and 3 Medium) SME doe have come voluntarily to give valuable opinion by participating in urvey to implement the concept of TQM. Different ector namely teel, agro food, cotton, garment, MRF tyre and tread in and around Bellary city ha been covered a a part of urvey. Quetionnaire comprie detail of peronnel, organizational and factor influencing quality management practice in mall and medium cale indutrie. The 33 editor@iaeme.com

4 Studie on Quality Practice in Small & Medium Scale Indutrie uing Statitical Tool peronnel, organizational and other influencing factor conidered in the preparation of quetionnaire are tabulated in Table.... HYPOTHESIS FORMULATION The data collected through quetionnaire ha been analyzed uing different tet namely Hypothei tet, Significance tet and Statitical decriptive tatitic. The difference in the mean of two categorie of SME ha been verified uing Hypothei tet in SPSS oftware. To begin, the three major hypothee i formulated and verified to know how the elected ample will anwer the querie framed in the quetionnaire. Figure how the hypothei formulated from diertation model that i divided into three part namely employee atifaction, effective operation and cutomer atifaction. Hypothei implie a higher degree of employee atifaction in TQM SME than NON TQM SME. Quality improvement activitie are too excelled with a committed and killed work force for a ucceful TQM environment. It i imparted by reward, reorganization, ponoring higher education and training of employee upport the drive for quality. Employee will encourage taking more reponibility, communicating more effectively, acting creatively, and innovatively. Hypothei implie a greater cutomer atifaction in TQM SME compared to nontqm SME a it i evident from Fig. according to Jordan,.Company involved TQM i perceptive to cutomer requiite and repond to them quickly. Figure Diertation Model (Reearcher, ). TQM accentuate cutomer focu a hown in Fig. to progre the quality of ervice provided to conumer by accepting the need and problem of cutomer. SME have to be aware of their cutomer need and compare it with managerial performance in meeting the need and a well to preerve a level of cutomer atifaction. Cutomer requirement will be atified according to Muffatto and Panizzolo () by providing ervice or product within the tipulated time and of quality a well. Hypothei 3 implie a greater operational performance in TQM SME compared to nontqm SME in mall and medium cale enterprie. Organizational performance will be effective by adopting TQM. Sila () proven that the Supplier involvement in the overall proce of quality improvement have a 3 editor@iaeme.com

5 Lakhmi Kumari and Dr. Y Vijay Kumar major role to play in the overall effectivene of operation. Continuou improvement i alo another major tenet of TQM a it lead to efficient operation. Figure Model of TQM Proce (Jordan, ). 3. RESULTS AND DISCUSSION Thi ection dicue the indetail analyi of data collected through quetionnaire. Further, the tet uch a decriptive analyi, Ttet, oneway ANOVA and MANOVA carried out for all viited mall and medium cale indutrie. Statitic and other allied thing namely a mean, tandard deviation, and mean performance baed on mean difference ha been calculated for employee atifaction, cutomer atifaction and operational effectivene. To begin, the probability value reflect the trength of the evidence againt the null hypothei a told by Fiher. Data preent wellbuilt evidence and the null hypothei i fale if the probability i under.. Null hypothei i normally rejected if the probability value i below. and bigger than.. Probability value between. and. provide pathetic evidence againt the null hypothei and, are not conidered low enough to jutify rejecting it. Higher probabilitie provide le evidence that the null hypothei i fale. At the end Ttet, oneway ANOVA and MANOVA tet have been carried out to give comprehenive concluion uing SPSS oftware. 3.. EMPLOYEE SATISFACTION 3... DESCRIPTIVE ANALYSIS Table how the decriptive tatitic for the variable defined in cutomer atifaction of a total mall and medium cale indutrie. The tet ha been conducted for ide by ide comparion of the decriptive tatitic of the ix numeric variable. Highet mean of 3.3 wa obtained for tandard quality in ervice and.3 of lowet wa found for company giving warrantee to cutomer. The mean for all numeric variable i almot above 3 except for company giving warrantee to cutomer. The reaon may be that the cutomer are not atified with the warranty period offered for the product being delivered. The tandard deviation for quick repone to cutomer i le compared to other variable with repect to cutomer atifaction. Thi indicate that the cutomer are atified with the repone hown by all the mall and medium cale enterprie intead of other defined numeric variable. Table 3 how the decriptive tatitic for the variable defined in employee atifaction of a total mall and medium cale indutrie. Highet mean of 3.3 wa obtained for individual effort and 3. of lowet wa found for continuou improvement. The mean for all numeric variable i almot above 3. except for individual effort. The reaon may be that the employee individual effort i not being recognized. 3 editor@iaeme.com

6 Studie on Quality Practice in Small & Medium Scale Indutrie uing Statitical Tool Table Decriptive tatitic for cutomer atifaction Standard quality in ervice Liten to cutomer complain Repeat of cutomer Product recommendation by cutomer Quick repone to cutomer Company giving warrantee to cutomer Decriptive Statitic Type of Std. Mean indutry Deviation N mall cale 3.. medium cale Total mall cale.. medium cale Total 3.. mall cale.. medium cale Total 3.3. mall cale.. medium cale Total 3.3. mall cale..3 medium cale Total mall cale..3 medium cale Total T TEST Table how the reult of Ttet conducted for the parameter defined in cutomer atifaction. It i oberved that the equality of ha been violated which we either conider or not conidered the aumption of Ttet. The ignificance i le than. for a company giving warrantee to cutomer compared to all other parameter and it i evident that there i no violation of equality of. On the other hand, remaining all parameter whoe ignificance i greater than. and implie there i a violence of equality of. However, the SPSS oftware make correction automatically during tet. Similarly from the table, alo it ha been oberved that the value of ig. tailed differ between mall and medium cale enterprie. There hould not be le than a % (.) chance of error if there i a difference. Alternately, it i evident that there i % difference in indutrie baed on choen ample. Table how the reult of Ttet conducted for the parameter defined in employee atifaction. The ignificance i le than. for all defined numerical variable and it i evident that there i no violation of equality of. Table how the reult of Ttet conducted for the parameter defined in operational effective of the organization. It ha been oberved that the ignificance for all parameter i greater than. and implie there i a violence of equality of. 3 editor@iaeme.com

7 Lakhmi Kumari and Dr. Y Vijay Kumar Table 3 Decriptive tatitic for employee atifaction Satifaction with authority Training for worker Encouragement of team effort Continuou improvement Management recognize individual effort Mitake made while reponding to cutomer Flexibility of job employee involvement in deciion making Individual effort i recognized in delivering quality ervice Individual effort Decriptive Statitic Type of indutry Mean Std. Deviation N mall cale..3 3 medium cale Total 3..3 mall cale.. 3 medium cale Total 3.. mall cale.. 3 medium cale Total mall cale.. 3 medium cale Total 3..3 mall cale.. 3 medium cale Total 3..3 mall cale medium cale Total 3.. mall cale..3 3 medium cale Total 3.. mall cale.. 3 medium cale Total 3.. mall cale.. 3 medium cale Total 3..3 mall cale medium cale Total Oneway ANOVA tet Table how the ANOVA tet reult conducted for a cutomer atifaction. Oneway between group analyi of wa conducted to explore the impact of different parameter defined in cutomer atifaction. Repondent were divided into group according to the knowledge of TQM. It ha been oberved that there wa a tatitically ignificant difference of. for tandard quality in ervice and it i zero for all other defined parameter. Table how the ANOVA tet reult conducted for an employee atifaction. It ha been oberved that there wa a tatitically maximum ignificant difference of. for Management recognize individual effort. Table how the ANOVA tet reult conducted for operational effectivene of an organization. It ha been oberved that there wa a tatitically ignificant difference of. for the query related to ISO certification of all the viited SME. 3 editor@iaeme.com

8 Studie on Quality Practice in Small & Medium Scale Indutrie uing Statitical Tool Table Ttet for cutomer atifaction Standard quality in ervice Liten to cutomer complain Repeate of cutomer Product recommendati on by cutomer Quick repone to cutomer Company giving warrantee to cutomer aumed not aumed aumed not aumed aumed not aumed aumed not aumed aumed not aumed aumed not aumed Levene' Tet for ity of Variance Independent Sample Tet F Sig. t df ttet for ity of Mean Sig. ( tailed ) Mean Differenc e Std. Error Differenc e % Confidence Interval of the Difference Lower Upper editor@iaeme.com

9 Lakhmi Kumari and Dr. Y Vijay Kumar 3... MANOVA tet Table how the multivariate tet reult implie oneway MANOVA tet reult for cutomer atifaction a a part of verifying quality practice in mall and medium cale enterprie. The tatitical ignificance of oneway MANOVA can be verified from the econd row of Table. The ignificant value i (zero) which i le than.. It ha been evident that the there i tatitical ignificance between mall and medium cale enterprie. Table how the multivariate tet reult implie oneway MANOVA tet reult for employee atifaction. The ignificant value i (zero) which i le than.. It ha been evident that the there i tatitical ignificance between mall and medium cale enterprie. Table how the multivariate tet reult implie oneway MANOVA tet reult for operational effectivene of organization. The ignificant value i (zero) which i le than.. It ha been evident that the there i tatitical ignificance between mall and medium cale enterprie. Table Ttet for employee atifaction Satifaction with authority Training for worker Encourageme nt of team effort Continuou improvement aumed not aumed aumed not aumed aumed not aumed aumed not aumed Levene' Tet for ity of Variance Independent Sample Tet F Sig. t df ttet for ity of Mean Sig. ( tailed ) Mean Differenc e Std. Error Differenc e % Confidence Interval of the Difference Uppe Lower r editor@iaeme.com

10 Studie on Quality Practice in Small & Medium Scale Indutrie uing Statitical Tool Management recognize individual effort Flexibility of job employee involvement in deciion making Individual effort i recognized in delivering quality ervice aumed not aumed aumed not aumed aumed not aumed aumed not aumed I your company ISO certified Doe organiatio n applay TQM aumed not aumed aumed not aumed Table Ttet for operational effectivene Levine Tet for ity of Variance F Sig. t df Independent Sample Tet Sig. ( tailed) ttet for ity of Mean Mean Differen ce Std. Error Difference % Confidence Interval of the Difference Lower Upper....3 Doe editor@iaeme.com

11 Lakhmi Kumari and Dr. Y Vijay Kumar organiatio n applay SQP Ue of conultant during ISO/TQM aumed not aumed aumed not aumed Table ANOVAtet reult for cutomer atifaction ANOVA Standard quality in ervice Sum of Square df Mean Square F Sig. Group Within Group.3. Total 3. Liten to cutomer compline Sum of Square df Mean Square F Sig. Group Within Group.. Total. Repeate of cutomer Sum of Square df Mean Square F Sig. Group Within Group.. Total. Product recommendation by cutomer Sum of Square df Mean Square F Sig. Group...3. Within Group.. Total.3 Quick repone to cutomer Sum of Square df Mean Square F Sig. Group.... Within Group.3. Total. Company giving warrantee to cutomer Sum of Square df Mean Square F Sig. Group Within Group..3 Total 3. Table ANOVAtet reult for employee atifaction ANOVA Satifaction with authority Sum of Square df Mean Square F Sig. Group Within Group.3.3 Total.3 Training for worker Sum of Square df Mean Square F Sig. editor@iaeme.com

12 Studie on Quality Practice in Small & Medium Scale Indutrie uing Statitical Tool Group Within Group Total 3.3 Encouragement of team effort Sum of Square df Mean Square F Sig. Group Within Group 3.. Total.3 Continuou improvement Sum of Square df Mean Square F Sig. Group Within Group..3 Total. Management recognize individual effort Sum of Square df Mean Square F Sig. Group.... Within Group.. Total.3 Mitake made while reponding to cutomer Sum of Square df Mean Square F Sig. Group.... Within Group 3.. Total.3 Flexibility of job Sum of Square df Mean Square F Sig. Group.... Within Group.. Total. employee involvement in deciion making Sum of Square df Mean Square F Sig. Group Within Group.3. Total.3 Individual effort i recognized in delivering quality ervice Sum of Square df Mean Square F Sig. Group.... Within Group.. Total. Individual effort Sum of Square df Mean Square F Sig. Group Within Group.. Total. Table ANOVAtet reult for operational effectivene ANOVA I your company ISO certified Sum of Square df Mean Square F Sig. Group.... Within Group.3. Total. editor@iaeme.com

13 Lakhmi Kumari and Dr. Y Vijay Kumar Have you heard of TQM Sum of Square df Mean Square F Sig. Group.... Within Group.. Total. Doe organiation applay TQM Sum of Square df Mean Square F Sig. Group.... Within Group.3.3 Total 3. Doe organiation applay SQP Sum of Square df Mean Square F Sig. Group Within Group.. Total.3 Ue of conultant during ISO/TQM Sum of Square df Mean Square F Sig. Group...3. Within Group.. Total. Overall do you think TQM bring poitive effect Sum of Square df Mean Square F Sig. Group.... Within Group.. Total. Focu on continuou improvement of product Sum of Square df Mean Square F Sig. Group.... Within Group.. Total. Focu on continuou improvement of proce Sum of Square df Mean Square F Sig. Group.... Within Group.. Total. Intercep t Type of indutry Effect Value F Pillai' Trace Wilk' Lambda Hotelling' Trace Roy' Larget Root Pillai' Trace Wilk' Lambda Hotelling' Trace Roy' Larget Root Table MANOVAtet reult for cutomer atifaction Multivariate Tet a Hypothei df 3. b. 3. b. 3. b. 3. b..3. b... b... b... b. Error df Sig Partial Eta Square d Noncent. Paramete r Oberve d Power c editor@iaeme.com

14 Studie on Quality Practice in Small & Medium Scale Indutrie uing Statitical Tool Intercep t Type of indutry Intercep t Type of indutry Effect Value F Pillai' Trace Wilk' Lambda Hotelling' Trace Roy' Larget Root Pillai' Trace Wilk' Lambda Hotelling' Trace Roy' Larget Root a. Deign: Intercept + Type of indutry b. Exact tatitic c. Computed uing alpha =. Table MANOVAtet reult for employee atifaction Multivariate Tet a Hypothei df. b.. b.. b.. b b.. 3. b.. 3. b.. 3. b. Error df Sig a. Deign: Intercept + Type of indutry b. Exact tatitic c. Computed uing alpha =. Partial Eta Square d Table MANOVAtet reult for operational effectivene Effect Value F Pillai' Trace Wilk' Lambda Hotelling' Trace Roy' Larget Root Pillai' Trace Wilk' Lambda Hotelling' Trace Roy' Larget Root Multivariate Tet a Hypothei df. b.. b.. b.. b... b... b..3. b..3. b. Error df Sig a. Deign: Intercept + Type of indutry b. Exact tatitic c. Computed uing alpha =. Noncent. Paramete r Oberve d Power c Partial Eta Square d Noncent. Paramete r Oberve d Power c.3. b... b..3. b..3. b... b... b..3. b..3. b. editor@iaeme.com

15 Lakhmi Kumari and Dr. Y Vijay Kumar. CONCLUSION The critical factor were identified and their analyi ha been carried out in the preent work for the implementation of quality practice in SME. It ha been oberved that the critical factor have been played a major role to increae performance and utainability of TQM in mall and medium cale enterprie from tatitical tet reult. Alo, it i evident that the implementation of TQM enhanced quality and cot aving in both ervice and production inturn increae the productivity with fater job and le rejection. Product quality, quality policy, management committement, planning, reource management, purchaing, meaurement analyi are input factor increae the performance of output parameter uch a employee atifaction, cutomer atifaction, product realization, quality reult, environmental factor and all thee improved the quality management ytem. The ignificant difference wa high in cae of operational effectivene and cutomer atifaction compared to employee atifaction ha been found. REFERENCES [] Saraph, J. V., Benon, P.G. and Schroeder, R. G. () An Intrument for Meauring the Critical Factor of Quality Management, A Journal of Deciion Science, (),. [] Flynn, B.B., Schroeder, R.G. and Sakakibara, S. () A Framework for Quality Management Reearch and an aociated meauring intrument, Journal of Operation Management, (), 333. [3] Powell, T. C. () Total Quality Management a Competitive Knowledge: A Review and Empirical Study, Strategic Management Journal, (), 3. [] Ahire, S. L. () TQM Age veru Quality: An Empirical Invetigation Production and Inventory Management Journal, 3(), 3. [] Black, S. A. and Porter, L.J. () Identification of the Critical Factor of TQM, A Journal of Deciion Science, (),. [] Zhang, Z., Wazink, A. and Wijngaard, J. () An Intrument for meauring TQM implementation for Chinee manufacturing companie International Journal of Quality & Reliability Management, (), 3. [] Antony, J., Leung, K., Knowle, G. and Goh, S. () Critical Succe factor of TQM implementation in Hong Kong Indutrie International Journal of Quality & Reliability Management, (),. [] Woon, K.C. () TQM Implementation: Comparing Singapore ervice and manufacturing leader Managing Service Quality: An International Journal, (), [] Rahman, S. () A Comparative Study of TQM Practice and Organizational performance of SME with and without ISO Certification International Journal of Quality & Reliability Management, (),. [] Prajogo, Di, and Sohal, A.S. () The multidimenionality of TQM Practice in determining Quality and innovation performance: An empirical examination Technovation, (), 33. [] Zairi, M. and Youef, M. A. () Benchmarking critical factor for TQM: Part : theory and foundation Benchmarking for Quality Management & Technology, (),. [] Prajogo, D.I., () The Comparative Analyi of TQM Practice and Quality Performance between Manufacturing and Service Firm in Autralia International Journal of Service Indutry Management,. editor@iaeme.com

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