TABLE OF CONTENTS
Page
TITLE PAGE................................................................................................. i
APPROVAL SHEET…………………………………………………………….. ii
ACKNOWLEDGEMENT………………………………………………………... iii
TABLE OF CONTENTS………………………………………………………… v
LIST OF TABLES……………………………………………………………….. vii
LIST OF FIGURES……………………………………………………………… ix
ABSTRACT……………………………………………………………………… x
CHAPTER
I. THE PROBLEM
Introduction………………………………………………………………. 1
Background of the Study……………………………………………….. 3
Statement of the Problem………………………………………………. 5
Theoretical Framework…………………………………………………. 6
Conceptual Framework..................................................................... 9
Scope and Limitations of the Study…………………………………… 10
Significance of the Study………………………………………………. 10
Definition of Terms……………………………………………………… 12
II. REVIEW OF LITERATURE

Conceptual Literature…………………………………………………… 15
Research Literature…………………………………………………….. 34
Synthesis………………………………………………………………… 71
III. RESEARCH METHODOLOGY

Research Design………………………………………………………… 74
Respondents of the Study……………………………………………… 74
Data Gathering Instrument……………………………………………… 75
Data Gathering Procedure……………………………………………… 76
Statistical Treatment of the Data………………………………………. 76
IV. PRESENTATION, ANALYSIS AND INTERPRETATION OF

DATA
Profile of the Respondents in terms of Company Size………………. 78
Profile of the Respondents in terms of Number of Employees……… 79
Profile of the Respondents in terms of Status or Structure………….. 81
Assessment on the Total Quality Management (TQM)
Practices of PEZA Locators in terms of Leadership…………… 82
Practices of PEZA Locators in terms of
Employee Involvement…….……………………………………… 86
v
Page
Customer Focus…………………………………………………… 91
Strategic Planning………………………………………….……... 96
Process Management…………………………………………….. 100
Supplier Relations…………………………………………………. 105
Information Analysis……………………………………………….. 110
Comparison of the Respondents Assessments on the TQM
Practices when grouped according to
Company Size……………………………………………………… 116
Number of Employees…………………………………………….. 125
Status or Structure………………………………………………… 131
Proposed Action Plan……………………………………………………. 140
V. SUMMARY, FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

Summary………………………………………………………………….. 170
Findings…………………………………………………………………… 1718
Conclusions………………………………………………………………. 174
Recommendations………………………………………………………. 1752
BIBLIOGRAPHY……………………………………………………………….... 176
APPENDICES
CURRICULUM VITAE
vi
LIST OF TABLES
Table No. Title Page
1 Scoring and Interpretation 75
2 Distribution of the Respondents

According to Company
78
Size
79
According to Number of Employees

According to Status or
81
Structure
5 Respondent’s Assessment on TQM
Practices In terms of Leadership
82
Practices In terms of Employee
86
Involvement
Practices In terms of Customer
91
Focus
Practices In terms of Strategic
96
Planning
Practices In terms of Process
100
Management
Practices In terms of Supplier
105
Relations
Practices In terms of Information
110
Analysis
12 Comparison of the Respondent’s
Assessments on the TQM
Practices when they
116
are grouped according to Company Size
vii
Page
Table No. Title
13 Comparison of the Respondent’s

Assessment of the TQM Practices
when they are grouped according 125
to Number of Employee
14 Comparison of the Respondents
Assessments on the TQM
Practices when they are grouped 131
according to Status/Structure
15 Proposed Action Plan 142
viii
LIST OF FIGURES
Figure No. Title Page
1 Research Framework of TQM Practices 6
2 Conceptual Framework 9

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TABLE OF CONTENTS

II. REVIEW OF LITERATURE

III. RESEARCH METHODOLOGY

IV. PRESENTATION, ANALYSIS AND INTERPRETATION OF

V. SUMMARY, FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

Table No. Title Page

1 Scoring and Interpretation 75

2 Distribution of the Respondents

4 Distribution of the Respondents

13 Comparison of the Respondent’s

1 Research Framework of TQM Practices 6

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