Description of the Questionnaire

The TMQ-24 questionnaire is an assessment tool designed to evaluate the implementation of Total Quality Management within an organization. It consists of 24 questions covering critical quality areas such as leadership, strategy, process management, customer satisfaction, employee involvement, and continuous improvement.

Data Analysis and Use

The data collected are used to assess the current state of TQM implementation, to analyze the strengths and weaknesses of the organization, to support decision-making for interventions and improvements, as well as for statistical processing through measurements such as averages, variances, and comparisons between departments.

Objective

The main objective of the TMQ-24 is to provide a reliable and valid instrument for measuring the implementation of Total Quality Management principles across various organizations, aiming to enhance effectiveness, competitiveness, and a culture of quality within the organization.

Calibration

The calibration of responses is based on a five-point Likert scale (1 = Strongly Disagree to 5 = Strongly Agree). The analysis includes reliability testing using Cronbach’s Alpha, statistical processing and factor analysis to confirm the structure of the instrument, as well as comparative evaluation between different departments or organizations.

References

Total Quality Management – Theory and Applications. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Oakland, J. S. (2014). Total Quality Management and Operational Excellence. Routledge. Dale, B. G. (2015). Total Quality Management. Wiley. Relevant studies and articles concerning TMQ-24 and its adaptation in the Greek context.