@article{MAKHILLIBM201711226957,
    title = {Total Quality Management and Performance of Telecommunication Firms},
    journal = {International Business Management},
    volume = {11},
    number = {2},
    pages = {293-298},
    year = {2017},
    issn = {1993-5250},
    doi = {ibm.2017.293.298},
    url = {https://makhillpublications.co/view-article.php?issn=1993-5250&doi=ibm.2017.293.298},
    author = {Ibidunni Ayodotun,Salau Odunayo,Falola Hezekiah,Ayeni Adebanji and},
    keywords = {Total quality management,telecommunication,process improvement,firm performance,employee empowerment},
    abstract = {This study examines the link between Total Quality Management and performance of
telecommunication firms in Nigeria. The research instrument utilized for the study was completed by 122
respondents drawn from two leading telecommunication firms (MTN and Globacom) in Nigeria. Utilizing the
regression technique, results of data analysis indicate that TQM practices such as process improvement and
employee empowerment significantly influence firm performance. Top management commitment was found not
to have a relationship with organizational reputation. It is suggested that employee contribution not only to
work processes but also to decision making, encouragement to set objectives for themselves and motivation
towards their work enhance their understanding and commitment to their job and the organization at large.}
    }