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Total quality management practices and employees' satisfaction

Abstract:

In this chapter, the results of an empirical case carried out in 2014 in a thermal centre in Spain are exposed. The aim of this study is to identify/evaluate current labour satisfaction of the employees to analyse strengths and weaknesses of the labour conditions that will allow the suggestion of some improvement actions to the managers and test whether the proposed scale based on the EFQM model is a valid measurement scale for measuring job satisfaction in organizations. A descriptive analysis was used as methodology, and a questionnaire was sent to 55 employees of the thermal centre with the aim to collect data; the response rate was of a 76.36%. The obtained results show that the employees are satisfied with the organizational climate, 4.09 points in average, and the measuring instrument was tested and validated. Furthermore, it shows areas with possibilities of improvement are training, internal communication, knowledge and identification of objectives, and organization and change management, on the other hand, the areas that need to improve are the work conditions, the perception of the executives and salary. The Originality this paper is detect the dimension's strengths and weaknesses of the labour.