Total Quality Management: Case Study of Construction Companies in Kosovo


Total Quality Management (TQM) is defined as a comprehensive systematic improvement, consistent and organized integrated effort, which is dedicated to customer satisfaction through continuity. This means that everyone is a “manager” in their responsibilities because everyone in the company has his / her status, position and role. Construction companies should be directed to the application of general quality management, in order to assess the level of quality and improve it. This paper aims to identify how the implementation of TQM has affected construction companies in Kosovo. The paper contains a quantitative research approach where the questionnaire was distributed to 120 companies to identify the level of quality and to ascertain whether the rules of total quality management have been followed, in terms of customer orientation, inclusion of all employees and improvement of quality in the context of human resource management. Regression analysis was used for this purpose. The finding of the paper is that these companies take into account the principles of TQM.

Keywords: Kosovo, Total Quality Management, construction companies

Article Review Status: Published

Pages: 54-73 (Download PDF)

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