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Title of Thesis

Total Quality Management Perspective of Cellular Mobile Telephone Operations in Pakistan

Author(s)

Muhammad Asif Khan

Institute/University/Department Details
National University Of Modern Languages, Islamabad
Session
2010
Subject
Human Resource Development
Number of Pages
392
Keywords (Extracted from title, table of contents and abstract of thesis)
Operations, Cellular, Total, Pakistan, Telephone, Assumptions, Quality, Perspective, Quality, Management, Business, Validity

Abstract
Not Available

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S. No. Chapter Title of the Chapters Page Size (KB)
1 0 CONTENTS

 

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2

1

INTRODUCTION

1.1 Background
1.2 TQM Initiatives in Pakistan
1.3 Growth of Services Sector in Pakistan
1.4 Overview of Pakistan Telecom Sector
1.5 Cellular Mobile Telephone Industry
1.6 Cellular Mobile Telephone Operators (CMTOs) in Pakistan
1.7 Manufacturing Facilities in Telecom Sector
1.8 Background of the Study
1.9 Purpose of the Study
1.10 Significance of the Study
1.11 Research Questions
1.12 Definition of Terms
1.13 Research Limitations

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3 2 LITERATURE REVIEW

2.1 Services
2.2 Service Quality
2.3 Service Quality Dimensions
2.4 Quality of Service Dimensions – Mobile Phone Customers’ Perspective
2.5 Total Quality Management
2.6 Evolution of TQM
2.7 Principles of TQM
2.8 Impact of TQM on Business Performance
2.9 TQM Tools
2.10 Outcome of TQM Initiatives in Pakistan
2.11 Essentials Factors of TQM (TQM Practices)
2.12 TQM Perspectives
2.13 Common Themes of Quality Pioneers’ Perspectives
2.14 Quality Award Models
2.15 Analysis of Quality Award Models
2.16 TQM – A Cultural Intervention
2.17 Human Resources Management (HRM) – Enabler of Total Quality Management Practices
2.18 Benchmarking
2.19 Self Assessment Frameworks
2.20 TQM Practices in Telecommunication Industries
2.21 TQM Practices in Contemporary Mobile Phone Companies in the World
2.22 Barriers in Planning and Implementing TQM Practices
2.23 Deming Management Method
2.24 Theoretical Framework
2.25 Development of Hypotheses
2.26 Hypotheses

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4 3 RESEARCH METHODOLOGY

3.1 Research Approach and Design
3.2 Instrument Developmen
3.3 Items Measuring Variables
3.4 Population and Participants
3.5 Content Validity
3.6 Construct Validity
3.7 Pilot Testing
3.8 Data Collection Methods
3.9 Tests for Data Analysis
3.10 Ethical Considerations

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5 4 DATA ANALYSIS, RESULTS AND DISCUSSION

4.1 Data Preparation
4.2 Demographic Analysis
4.3 Descriptive Analysis
4.4 Confirmatory Factor Analysis
4.5 Internal Consistency
4.6 Underlying Assumptions for Multiple Regression Analysis
4.7 Hypotheses Testing
4.8 Path Analytical Results of Deming Management Method Model
4.9 Analysis of Total, Direct and Indirect Effects
4.10 Summary of Hypotheses Testing
4.11 Barriers in Planning and Implementing TQM Practices in CMTOs
4.12 Analysis and Discussion of Results

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6 5 CONCLUSIONS AND RECOMMENDATIONS

5.1 Conclusions of the Study
5.2 Recommendations
5.3 Future Research

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6

REFERENCES AND APPENDIX

 

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