Management by walking about in achieving organizational excellence: The role of total quality management

https://doi.org/10.35912/ahrmr.v4i2.2408
Published: Oct 11, 2024

Abstract:

Purpose: This study evaluated the influence of Total Quality Management (TQM) on the relationship between Management by Walking Around (MBWA) and its dimensions on organizational excellence (OE).

Research Methodology: This study adopted a detailed review of conceptual and empirical articles from high-impact journals related to the topic and authors’ experience.

Results: A review of relevant studies reveals that management practices by walking around (MBWA) and its dimensions positively lead to organizational excellence. TQM mediates the relationship between MBWA and OE.

Limitations: This study is limited to TQM, MBWA, and their dimensions in achieving organizational excellence.

Contribution: This study provides a framework that can be used by corporate organizations, entrepreneurs, researchers, policymakers, community leaders, and governments to develop predictive models and empirical research to evaluate the influences of MBWA mediated by TQM in achieving organizational excellence. Therefore, providing quality products and services will improve the lives of people.

Originality: This study addresses calls for further study of MBWA and TQM in achieving organizational excellence. This research provides further understanding of the TQM nexus by exploring its influence on the relationship between the dimensions of MBWA and organizational excellence within the context of developing countries. This study is the first to use TQM as a mediator between MBWA and OE. The originality of this study comes from the researcher's ability to pinpoint how an organization can adopt the practices of MBWA complemented by the long-standing innovative tradition of Japanese management to achieve quality and excellence.

Keywords:
1. Management by Walking Around/about (MBWA)
2. Total Quality Management (TQM)
3. Organisational Excellence
Authors:
Yilkes Danladi Nson
University of Jos, Nigeria
https://orcid.org/0009-0004-3206-7784
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How to Cite
Nson, Y. D. (2024). Management by walking about in achieving organizational excellence: The role of total quality management. Annals of Human Resource Management Research, 4(2), 111–126. https://doi.org/10.35912/ahrmr.v4i2.2408
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Issue & Section
Vol. 4 No. 2 (2024): September
Articles
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References

    Abasi, M., & Esmaeeli, M. (2012). Organization Excellent and Self Assessment through Organization Excellence Model. Global Journal of Management and Business Research, 12(5), 27-34.

    Abimbola, B., Oyatoye, E., & Oyenuga, O. (2020). Total quality management, employee commitment and competitive advantage in Nigerian tertiary institutions. A study of the University of Lagos. International Journal of Production Management and Engineering, 8(2), 87-98.

    Aithal, P., & Kumar, P. (2016). Comparative analysis of theory X, theory Y, theory Z, and Theory A for managing people and performance. International Journal of Scientific Research and Modern Education (IJSRME), 1(1), 803-812.

    Akanmu, M. D., Hassan, M. G., Ibrahim Alshuaibi, M. S., Ibrahim Alshuaibi, A. S., Mohamad, B., & Othman, A. (2023). The mediating role of organizational excellence between quality management practices and sustainable performance. Total Quality Management & Business Excellence, 34(9-10), 1217-1242.

    Al-Darmaki, A. I., & Al-Dhaafri, H. S. (2017). The Effect of Total Quality Management (TQM), Organizational Excellence (OE) and Human Resource Management (HRM) on Organizational Performance. European Journal of Business and Management, 9(8).

    Al-Dhaafri, H. S., & Alosani, M. S. (2020). Impact of total quality management, organisational excellence and entrepreneurial orientation on organisational performance: empirical evidence from the public sector in UAE. Benchmarking: An International Journal, 27(9), 2497-2519.

    Al-Dhaafri, H. S., & Alosani, M. S. (2021). Mechanism of organisational excellence as a mediator on the relationship between human resource management and organisational performance: empirical evidence from public sector. International Journal of Quality & Reliability Management, 38(3), 822-838.

    Al-Rawashdeh, E. T. (2012). The impact of management by walking around (MBWA) on achieving organizational excellence among employees in Arab potash company. Journal of Emerging Trends in Economics and Management Sciences, 3(5), 523-528.

    Al Shobaki, M. J., & Naser, S. S. A. (2016). The Dimensions of Organizational Excellence in the Palestinian Higher Education Institutions from the Perspective of the Students.

    Ali, M. A. H., & Kudus, N. (2022). Critical Success Factor in the Implementation of MBWA in UAE Public Sector. Mathematical Statistician and Engineering Applications, 71(3), 43-53.

    Amegayibor, G. K., & Korankye, C. O. (2021). Customer satisfaction and the influence of quality service aspects: A case study of a cooperative union in Cape Coast, Ghana's Central Region. Annals of Management and Organization Research, 2(4), 253-269.

    Androniceanu, A. (2017). The three-dimensional approach of Total Quality Management, an essential strategic option for business excellence. Amfiteatru Economic, 19(44), 61-78.

    Ansho, J. (2024). Management in Japan: An overview of Japanese management systems and practice in the contemporary society. ScienceOpen Preprints.

    Baron, J. V., & Robles, A. C. M. O. (2023). Structural equation model: Organizational performance among state universities and colleges in Philippines. Journal of Social, Humanity, and Education, 3(4), 307-320.

    Buckner, T. M. (2008). is managing by wandering around still relevant? EXCHANGE-EXCHANGE PRESS-, 181, 86.

    Chletsos, M., Saiti, A., Chletsos, M., & Saiti, A. (2019). Total Quality Management and Health-Care Sector. Strategic Management and Economics in Health Care, 109-127.

    Cropley, D. H. (2016). Creativity in engineering: Springer.

    Durrah, O., Eltigani, M., & Bilal, Z. (2018). Practicing management by walking around and its impact on the service quality. International Journal of Commerce and management research, 4(5), 45-55.

    Durrah, O., Eltigani, M., Gharib, M., & Hannawi, S. (2020). Management by walking around as an approach to improving organizational excellence in media institutions. Journal of Economic, Administrative and Legal Sciences, 4(4), 147-165.

    Els, R. C., & Meyer, H. (2024). The influence of leaders’ attitudes and commitment to quality management of training on organisational excellence: a mixed-methods study. Human Resource Development International, 1-31.

    Hamouda, T. I. (2024). Impact of Management by Walking Around (MBWA) on Job Performance of Department Heads in the College and Departments of Physical Education and Sports Sciences at the University of Mosul. Indonesian Journal of Sport Management, 4(1).

    Hijjawi, G. (2021). The effeect of entrepreneurship on organizational excellence: The mediating role of visionary leadership. Management Science Letters, 11(1), 57-66.

    Jankalová, M., & Jankal, R. (2020). How to characterize business excellence and determine the relation between business excellence and sustainability. Sustainability, 12(15), 6198.

    Jumady, E., Sugiarto, S., & Latief, F. (2021). Management performance analysis based on total quality management principles. Point Of View Research Management, 2(1), 10-18.

    Katopol, P. F. (2018). The truth is out there: management by walking around. Library Leadership & Management, 32(4).

    Kwon, A., Park, H., Hahn, H., Lee, I., & Kwon, T. (2018). Motivators of MBWA and communicational factors behind them: A case study on a Korean shipyard. Journal of Open Innovation: Technology, Market, and Complexity, 4(3), 29.

    Lisiecka, K., & Czy?-Gwiazda, E. (2012). Quality Management–a way to business excellence. ?????? ?????????-??????????? ??????????(3 (1)), 101-107.

    Long, C. S., Perumal, P., & Ajagbe, A. (2012). The impact of human resource management practices on employees’ turnover intention: A conceptual model. Interdisciplinary journal of contemporary research in business, 4(2), 629-641.

    Luria, G., & Morag, I. (2012). Safety management by walking around (SMBWA): A safety intervention program based on both peer and manager participation. Accident Analysis & Prevention, 45, 248-257.

    Martinez-Jerez, F., Casas-Arce, P., & Moran, J. (2019). Motivating through Managing by Walking Around.

    Meirani, R., & Intania, N. (2023). Key Elements of Total Quality Management Implementation in Vocational High School. Paper presented at the Proceedings of International Conference on Research in Education and Science.

    Mohamed Abdelrahman, M., & Fawzi El-boudy, D. (2023). Management by Wandering Around: Its Relation to Organizational Excellence and Work Engagement among Nurses. Egyptian Journal of Health Care, 14(3), 1105-1116.

    Muliyanto, M., Indrayani, I., Satriawan, B., Ngaliman, N., & Catrayasa, I. W. (2023). The influence of competence, motivation, and work culture on employee performance through self-efficacy as an intervening variable for medical support employees Regional General Hospital Tanjungpinang City. Journal of Multidisciplinary Academic Business Studies, 1(1), 1-12.

    Nenadál, J., Vykydal, D., & Waloszek, D. (2018). Organizational excellence: approaches, models and their use at Czech organizations. Quality innovation prosperity, 22(2), 47-64.

    Nofrianto, E., & Basri, M. H. (2024). Core problem solving (CPS)–Kepner Tregoe Approach to Strengthen Quality Performance at PT. UTC Aerospace System Bandung (UTAS BANDUNG). Journal of Multidisciplinary Academic Business Studies, 1(2), 251-267.

    Obeidat, L. M. N. (2016). The degree of practicing the Management by Wandering around (MBWA) by school principals at Bani Kenana Directorate of Education from their perspectives.

    Pantelides, A. (2019). Characteristics and origins of modern and enduring Japanese managerial practice. American Journal of Management, 19(3).

    Powell, T. C. (1995). Total quality management as competitive advantage: a review and empirical study. Strategic Management Journal, 16(1), 15-37.

    Rubin, M. S., & Stone, R. K. (2010). Adapting the “managing by walking around” methodology as a leadership strategy to communicate a hospital-wide strategic plan. Journal of Public Health Management and Practice, 16(2), 162-166.

    Samawi, G. A., Abu-Tayeh, B. K., Yosef, F., Madanat, M., & Al-Qatawneh, M. I. (2018). Relation between total quality management practices and business excellence: evidence from private service firms in Jordan. International Review of Management and Marketing, 8(1), 28-35.

    Sharma, P., & Mandhanya, Y. (2015). MBWA: An Innovative Management Leadership Style with reference to Pithampur Industrial Sector, Indore. IICMR Research Journal, 9(1).

    Shoraj, D., & Llaci, S. (2015). Motivation and its impact on organizational effectiveness in Albanian businesses. Sage Open, 5(2), 2158244015582229.

    Shra'ah, A. E. A., Rumman, M. A., Hamour, H. M. A., & Sha, I. M. A. (2013). Practicing Management" by Walking Around" and Its Impact on the Organizational Commitment in the Jordanian Hospitals. Journal of Management Research, 5(1), 64.

    Sikder, S., Rana, M. M., & Polas, M. R. H. (2021). Service quality dimensions (SERVQUAL) and customer satisfaction towards motor ride-sharing services: Evidence from Bangladesh. Annals of Management and Organization Research, 3(2), 97-113.

    Toma, S.-G., & Naruo, S. (2017). Total quality management and business excellence: the best practices at Toyota Motor Corporation. Amfiteatru Economic Journal, 19(45), 566-580.

    Tucker, A. L., & Singer, S. J. (2015). The effectiveness of management?by?walking?around: A randomized field study. Production and Operations Management, 24(2), 253-271.

    Tucker, R. B. (2002). Driving growth through innovation: How leading firms are transforming their futures: Berrett-Koehler Publishers.

    Tzafrir, S. S., & Gur, A. (2007). HRM Practices and Perceived Service Quality: The Role of Trust as a Mediator. Research & Practice in Human Resource Management, 15(2).

    Ugochukwu, L. N., Chigozie, M. P., & Ukwuani, B. O. (2018). Effect of Management by Walking About on Employee Performance: A Survey of Teaching Hospital in South East Nigeria. Sch. J. Econ. Bus. Manag, 5(8), 760-772.

    Wanjiru, L. (2016). Research on Total Quality Management in Public Universities in Kenya. University of Nairobi.

    Yadav, R. (2013). A roadmap for implementing total quality management practices in medium enterprises. Available at SSRN 2325838.

    Yeh?Yun Lin, C., & Liu, F. C. (2012). A cross?level analysis of organizational creativity climate and perceived innovation: The mediating effect of work motivation. European Journal of Innovation Management, 15(1), 55-76.

    Yuliana, Y. (2020). The strategy in increasing creative economy during the COVID-19 pandemic. Journal of Sustainable Tourism and Entrepreneurship, 2(2), 109-118.

  1. Abasi, M., & Esmaeeli, M. (2012). Organization Excellent and Self Assessment through Organization Excellence Model. Global Journal of Management and Business Research, 12(5), 27-34.
  2. Abimbola, B., Oyatoye, E., & Oyenuga, O. (2020). Total quality management, employee commitment and competitive advantage in Nigerian tertiary institutions. A study of the University of Lagos. International Journal of Production Management and Engineering, 8(2), 87-98.
  3. Aithal, P., & Kumar, P. (2016). Comparative analysis of theory X, theory Y, theory Z, and Theory A for managing people and performance. International Journal of Scientific Research and Modern Education (IJSRME), 1(1), 803-812.
  4. Akanmu, M. D., Hassan, M. G., Ibrahim Alshuaibi, M. S., Ibrahim Alshuaibi, A. S., Mohamad, B., & Othman, A. (2023). The mediating role of organizational excellence between quality management practices and sustainable performance. Total Quality Management & Business Excellence, 34(9-10), 1217-1242.
  5. Al-Darmaki, A. I., & Al-Dhaafri, H. S. (2017). The Effect of Total Quality Management (TQM), Organizational Excellence (OE) and Human Resource Management (HRM) on Organizational Performance. European Journal of Business and Management, 9(8).
  6. Al-Dhaafri, H. S., & Alosani, M. S. (2020). Impact of total quality management, organisational excellence and entrepreneurial orientation on organisational performance: empirical evidence from the public sector in UAE. Benchmarking: An International Journal, 27(9), 2497-2519.
  7. Al-Dhaafri, H. S., & Alosani, M. S. (2021). Mechanism of organisational excellence as a mediator on the relationship between human resource management and organisational performance: empirical evidence from public sector. International Journal of Quality & Reliability Management, 38(3), 822-838.
  8. Al-Rawashdeh, E. T. (2012). The impact of management by walking around (MBWA) on achieving organizational excellence among employees in Arab potash company. Journal of Emerging Trends in Economics and Management Sciences, 3(5), 523-528.
  9. Al Shobaki, M. J., & Naser, S. S. A. (2016). The Dimensions of Organizational Excellence in the Palestinian Higher Education Institutions from the Perspective of the Students.
  10. Ali, M. A. H., & Kudus, N. (2022). Critical Success Factor in the Implementation of MBWA in UAE Public Sector. Mathematical Statistician and Engineering Applications, 71(3), 43-53.
  11. Amegayibor, G. K., & Korankye, C. O. (2021). Customer satisfaction and the influence of quality service aspects: A case study of a cooperative union in Cape Coast, Ghana's Central Region. Annals of Management and Organization Research, 2(4), 253-269.
  12. Androniceanu, A. (2017). The three-dimensional approach of Total Quality Management, an essential strategic option for business excellence. Amfiteatru Economic, 19(44), 61-78.
  13. Ansho, J. (2024). Management in Japan: An overview of Japanese management systems and practice in the contemporary society. ScienceOpen Preprints.
  14. Baron, J. V., & Robles, A. C. M. O. (2023). Structural equation model: Organizational performance among state universities and colleges in Philippines. Journal of Social, Humanity, and Education, 3(4), 307-320.
  15. Buckner, T. M. (2008). is managing by wandering around still relevant? EXCHANGE-EXCHANGE PRESS-, 181, 86.
  16. Chletsos, M., Saiti, A., Chletsos, M., & Saiti, A. (2019). Total Quality Management and Health-Care Sector. Strategic Management and Economics in Health Care, 109-127.
  17. Cropley, D. H. (2016). Creativity in engineering: Springer.
  18. Durrah, O., Eltigani, M., & Bilal, Z. (2018). Practicing management by walking around and its impact on the service quality. International Journal of Commerce and management research, 4(5), 45-55.
  19. Durrah, O., Eltigani, M., Gharib, M., & Hannawi, S. (2020). Management by walking around as an approach to improving organizational excellence in media institutions. Journal of Economic, Administrative and Legal Sciences, 4(4), 147-165.
  20. Els, R. C., & Meyer, H. (2024). The influence of leaders’ attitudes and commitment to quality management of training on organisational excellence: a mixed-methods study. Human Resource Development International, 1-31.
  21. Hamouda, T. I. (2024). Impact of Management by Walking Around (MBWA) on Job Performance of Department Heads in the College and Departments of Physical Education and Sports Sciences at the University of Mosul. Indonesian Journal of Sport Management, 4(1).
  22. Hijjawi, G. (2021). The effeect of entrepreneurship on organizational excellence: The mediating role of visionary leadership. Management Science Letters, 11(1), 57-66.
  23. Jankalová, M., & Jankal, R. (2020). How to characterize business excellence and determine the relation between business excellence and sustainability. Sustainability, 12(15), 6198.
  24. Jumady, E., Sugiarto, S., & Latief, F. (2021). Management performance analysis based on total quality management principles. Point Of View Research Management, 2(1), 10-18.
  25. Katopol, P. F. (2018). The truth is out there: management by walking around. Library Leadership & Management, 32(4).
  26. Kwon, A., Park, H., Hahn, H., Lee, I., & Kwon, T. (2018). Motivators of MBWA and communicational factors behind them: A case study on a Korean shipyard. Journal of Open Innovation: Technology, Market, and Complexity, 4(3), 29.
  27. Lisiecka, K., & Czy?-Gwiazda, E. (2012). Quality Management–a way to business excellence. ?????? ?????????-??????????? ??????????(3 (1)), 101-107.
  28. Long, C. S., Perumal, P., & Ajagbe, A. (2012). The impact of human resource management practices on employees’ turnover intention: A conceptual model. Interdisciplinary journal of contemporary research in business, 4(2), 629-641.
  29. Luria, G., & Morag, I. (2012). Safety management by walking around (SMBWA): A safety intervention program based on both peer and manager participation. Accident Analysis & Prevention, 45, 248-257.
  30. Martinez-Jerez, F., Casas-Arce, P., & Moran, J. (2019). Motivating through Managing by Walking Around.
  31. Meirani, R., & Intania, N. (2023). Key Elements of Total Quality Management Implementation in Vocational High School. Paper presented at the Proceedings of International Conference on Research in Education and Science.
  32. Mohamed Abdelrahman, M., & Fawzi El-boudy, D. (2023). Management by Wandering Around: Its Relation to Organizational Excellence and Work Engagement among Nurses. Egyptian Journal of Health Care, 14(3), 1105-1116.
  33. Muliyanto, M., Indrayani, I., Satriawan, B., Ngaliman, N., & Catrayasa, I. W. (2023). The influence of competence, motivation, and work culture on employee performance through self-efficacy as an intervening variable for medical support employees Regional General Hospital Tanjungpinang City. Journal of Multidisciplinary Academic Business Studies, 1(1), 1-12.
  34. Nenadál, J., Vykydal, D., & Waloszek, D. (2018). Organizational excellence: approaches, models and their use at Czech organizations. Quality innovation prosperity, 22(2), 47-64.
  35. Nofrianto, E., & Basri, M. H. (2024). Core problem solving (CPS)–Kepner Tregoe Approach to Strengthen Quality Performance at PT. UTC Aerospace System Bandung (UTAS BANDUNG). Journal of Multidisciplinary Academic Business Studies, 1(2), 251-267.
  36. Obeidat, L. M. N. (2016). The degree of practicing the Management by Wandering around (MBWA) by school principals at Bani Kenana Directorate of Education from their perspectives.
  37. Pantelides, A. (2019). Characteristics and origins of modern and enduring Japanese managerial practice. American Journal of Management, 19(3).
  38. Powell, T. C. (1995). Total quality management as competitive advantage: a review and empirical study. Strategic Management Journal, 16(1), 15-37.
  39. Rubin, M. S., & Stone, R. K. (2010). Adapting the “managing by walking around” methodology as a leadership strategy to communicate a hospital-wide strategic plan. Journal of Public Health Management and Practice, 16(2), 162-166.
  40. Samawi, G. A., Abu-Tayeh, B. K., Yosef, F., Madanat, M., & Al-Qatawneh, M. I. (2018). Relation between total quality management practices and business excellence: evidence from private service firms in Jordan. International Review of Management and Marketing, 8(1), 28-35.
  41. Sharma, P., & Mandhanya, Y. (2015). MBWA: An Innovative Management Leadership Style with reference to Pithampur Industrial Sector, Indore. IICMR Research Journal, 9(1).
  42. Shoraj, D., & Llaci, S. (2015). Motivation and its impact on organizational effectiveness in Albanian businesses. Sage Open, 5(2), 2158244015582229.
  43. Shra'ah, A. E. A., Rumman, M. A., Hamour, H. M. A., & Sha, I. M. A. (2013). Practicing Management" by Walking Around" and Its Impact on the Organizational Commitment in the Jordanian Hospitals. Journal of Management Research, 5(1), 64.
  44. Sikder, S., Rana, M. M., & Polas, M. R. H. (2021). Service quality dimensions (SERVQUAL) and customer satisfaction towards motor ride-sharing services: Evidence from Bangladesh. Annals of Management and Organization Research, 3(2), 97-113.
  45. Toma, S.-G., & Naruo, S. (2017). Total quality management and business excellence: the best practices at Toyota Motor Corporation. Amfiteatru Economic Journal, 19(45), 566-580.
  46. Tucker, A. L., & Singer, S. J. (2015). The effectiveness of management?by?walking?around: A randomized field study. Production and Operations Management, 24(2), 253-271.
  47. Tucker, R. B. (2002). Driving growth through innovation: How leading firms are transforming their futures: Berrett-Koehler Publishers.
  48. Tzafrir, S. S., & Gur, A. (2007). HRM Practices and Perceived Service Quality: The Role of Trust as a Mediator. Research & Practice in Human Resource Management, 15(2).
  49. Ugochukwu, L. N., Chigozie, M. P., & Ukwuani, B. O. (2018). Effect of Management by Walking About on Employee Performance: A Survey of Teaching Hospital in South East Nigeria. Sch. J. Econ. Bus. Manag, 5(8), 760-772.
  50. Wanjiru, L. (2016). Research on Total Quality Management in Public Universities in Kenya. University of Nairobi.
  51. Yadav, R. (2013). A roadmap for implementing total quality management practices in medium enterprises. Available at SSRN 2325838.
  52. Yeh?Yun Lin, C., & Liu, F. C. (2012). A cross?level analysis of organizational creativity climate and perceived innovation: The mediating effect of work motivation. European Journal of Innovation Management, 15(1), 55-76.
  53. Yuliana, Y. (2020). The strategy in increasing creative economy during the COVID-19 pandemic. Journal of Sustainable Tourism and Entrepreneurship, 2(2), 109-118.