Abstract:
Total Quality Management and satisfaction of internal & external customers are the heart of
thinking in management phenomena. Most of the researches have been carried out to find out
impact of TQM practices on external customer satisfaction. The purpose of this study was to
touch rarely treated internal customers, in other words to examine the impact of total quality
management (TQM) practices on internal customers’ (employees’) job satisfaction,
Data for this study were collected using a self-administered questionnaire that was distributed
to 100 production workers in MAS Intimates Unichela - Koggala plant. Out of the 100
questionnaires given, 93 usable questionnaires were returned, yielding a response rate of 93
percent. The correlation and mean comparison techniques were used to test the theoretical
model and the relationship between TQM practices and production employees' job
satisfaction. V
Findings of the study indicate that as a TQM practice, teamwork and empowerment has a
significant positive effect on job satisfaction and that enhance job fulfillment. Another finding
is, as a TQM practice "education and training" significantly enhance job satisfaction. But
findings indicates that "Organizational culture" as a TQM practice does not contribute to job
satisfaction.
Limitations or implications of this study were inability to evaluate the wider dimensions of
TQM practices. As practical implications of this study; human resource practitioners,
managers should be aware that TQM practices have a positive effect on employees’ job
satisfaction.
