Enhancing customer satisfaction, personnel satisfaction and company reputation with total quality management: combining traditional and new views

Purpose This study investigates the effect of total quality management (TQM) on customer satisfaction, personnel satisfaction and company reputation. Design/methodology/approach The results rely a structured survey conducted among an extensive sample Finnish SMEs. In addition to examination relationship between TQM performance in terms reputation, takes view possible effects industry, size certified system. Findings reveal that two dimensions, namely Customer Focus Product Management, were related companies' whereas four Management/leadership, Focus, Personnel Management Risk satisfaction. None dimensions control variables – system not found affect or Originality/value Most previous studies have been based traditional classification shown latest TQM-related dimensions. Compared studies, this work integrates risk management, digitization, deployment efficiency stakeholder into TQM, which has implemented any study. roles hard soft factors carefully considered study; thus, does place too much emphasis either direction but provides balanced picture systems studied. Although there are they narrower definition than business environment is constantly changing, only few extend approach. led duplication performance-relevant procedures extensively studied past as part TQM. Therefore, concept brings significant added value research returns overall level while considering requirements ISO 9001: 2015 EFQM 2019 standards. also considers 9001 certification requirements.