TOTAL QUALITY MANAGEMENT-PRACTICES AND BUSINESS OUTCOMES - EVIDENCE FROM DENTAL PRACTICES

This research investigates the relationship between total quality management (TQM) practices and organizational outcomes. TQM practices were measured using a self-administered survey which contained questions derived from the Baldrige Quality Award categories. Organizational outcomes were measured using current data on gross income, net income, and numbers of new patients, as well as assessments of increases in revenue, profit, and new customers over the past three years. A significant positive relationship was found between the six outcome measures and both the specific management practice questions and the Baldrige Category-based aggregated scales based on data obtained from a random sample of dental practices. Managerial implications of the Baldrige-based assessment tool and the findings of this study are examined.