Role of Total Quality Management (TQM) as a Tool for Performance Measurement in Small and Medium-sized Enterprise (SME’S) in Ghana

Abstract

In the phase of globalization and internationalization, businesses and organizations around the globe have launched Total Quality Management (TQM) programs in an endeavor to gain or remain competitive in this dynamic business environment. Herein, this paper focuses on the role of total quality management (TQM), as a management tool effect on SME’s in Ghana as far as performance measurement is concerned. The researchers used both purposive sampling and accidental techniques for a sample size of four hundred and fifty (450) respondents. SPSS Statistics version 20.0 was utilized to analyze the data. Correlation and regression was executed to ascertain the significant level of the variables chosen for the study. Inferences from the analysis proved that all the independent variables had a positive correlation with the dependent variable, hence the statistical findings of our hypothesis were supported. It is therefore recommended that in order to improve performance of SME’s, management should do their best to address the concerns of the few customers to maximize the level of customer satisfaction and the Government of Ghana through the Ghana standard board and Ministry of Trade and industry must institute a national quality award where quality criteria will be set for firms.