The Development and Application of an Instrument for Measurement of Quality Institutionalization

Abstract

In this paper, a questionnaire survey aimed at measuring the institutionalization of Total Quality Management is presented. The core part of the questionnaire is a set of questions on Quality institutionalization that are based on the Malcolm Baldrige award criteria. Data was collected from 494 employees in two public sector organizations in the Midwest. Various analyses were conducted to examine the validity and reliability of the questions on Quality institutionalization. Factor analysis led to the creation of five scales of TQM institutionalization: leadership, human resources, quality processes and results, customer focus, and information and data analysis. Analyses demonstrated the good validity and reliability of the instrument for measuring TQM institutionalization.

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