Soft TQM practices and employee outcomes: A mediational analysis
- Quality Management Journal
- July 2020
- Volume 27 Issue 3
- pp. 147-158
- Hwang, Gee-Hyun, Yoon, Hea Jun, Choi, Myungweon
The purpose of this study is to understand the effects that soft TQM practices have on employees. Based on the ability, motivation, opportunity (AMO) framework, we proposed that the soft TQM practices might lead to positive employee outcomes by enhancing employees’ readiness for change. Using 8,417 survey responses collected from a large-sized IT service firm in South Korea, we empirically tested the relationships among the soft TQM practices, employees’ readiness for change, and employee outcomes. The results show that the soft TQM practices enhance employees’ readiness for change, thereby increasing their organizational commitment and reducing their turnover intention. The findings suggest that the organization needs to empower employees, organize them as a team, train them to be ready for TQM, and communicate important information to them so that they can be ready for TQM and have favorable work attitudes during the change process.