| Summary: | Overall of the study, TQM is a proven systematic approach to the planning and
management of activities which the improvement of the organization's business
practices as well as the quality of its product and services. However, not many
organizations are able to implement TQM effectively and successfully due to the lack
of information and data on the critical success factors. For that reason, these studies
are examines the factors that influence the successful implementation of TQM in a
public organization. The study focuses on the employees at Kastam, Ayer Keroh,
Melaka. Besides have administered questionnaires and interviewing, other methods of
research that have been applied in this study are data collection, stratified random
sampling technique and also Statistical Package for Social Sciences (SPSS).
Hopefully the finding can aid Kastam towards the successful implementation of TQM
in their organization. Result from the finding and analysis which had been done, it
shows that cooperation factors be at the highest ranking among the others factors that
influence the implementation of TQM.
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