TQM practices & organizational performance: evidence from Pakistani SMEs

Abstract- The purpose of this study was to explore the impact of total quality management practices on non-financial performance of SMEs. Six determinants of TQM practices were identified and their impact was measured on performance of SMEs. The investigated determinants included top management commitment, customer focus, supplier relationships, employee involvement and empowerment, work environment and benchmarking. Sample size was comprised of 60 SMEs (both ISO-9000 certified and non ISO certified SMEs) from three renowned industrial cities of Punjab province. The findings indicate that TQM practices such as supplier relationship, benchmarking, top management commitment and customer focus are critical factors and have a positive impact on performance of SMEs. Besides in comparative analysis, performance of ISO-certified SMEs was found better than non-ISO certified SMEs. Index Term-- TQM practices, ISO certification, non-financia