Vol. 2, Issue 4, Part L (2016)

Abstract
The objective of paper is to inspect the total quality management (TQM) practices specifically “customer focus”, “training & education” and “empowerment and teamwork” on employees’ job performance. The paper put forwards and tests hypotheses on the impact of total quality management (TQM) practices on employees’ job performance. Data is collected from 132 middle and lower level employees working in BPO sector at Chandigarh, India. The correlation and multiple regressions tests are applied for analysis purpose. The results show that “empowerment and teamwork”, and “training & education” have a significant and positive impact on job performance. “Customer focus” has a significant and positive impact on job involvement but does not significantly enhance job performance. Management should pay attention towards economic considerations (compensation and retirement benefits), occupational and family considerations (professional growth, recognition, job satisfaction, advancement opportunities etc.) of employees to enhance their career satisfaction.