A Critical Analysis of the Theory and Practice of Total Quality Management in the Context of Saudi Consolidated Electric Company

Total Quality Management (TQM) is a strategy organisations use to enhance their performance and competitiveness in the global market. SCECO-East, a major electricity service provider in Saudi Arabia, is implementing TQM to improve service quality and customer satisfaction. TQM is also being used in Saudi universities and hospitals, with successful implementation requiring top management commitment, employee involvement, training, recognition, process management, strategic planning, and customer focus. The present research aimed to understand TQM implementation and its impact at SCEC comprehensively. Using a mixed-method approach, the study examined the implementation of Total Quality Management (TQM) at Saudi Consolidated Electric Company (SCEC). It involved 550 participants, including 200 employees, 300 customers, and 50 key suppliers. Data was collected through surveys, interviews, focus groups, document reviews, and observations. The study found that SCEC implemented Total Quality Management (TQM) to improve service quality, reduce defects, and enhance customer trust. Employees reported increased knowledge and skills in quality management practices. Over 80% of employees rated TQM initiatives as good or excellent. Customer satisfaction increased significantly post-implementation, and defect rates decreased by 25%. Key performance indicators like on-time delivery and customer complaints consistently improved over the study period. Total Quality Management (TQM) implementation at SCEC has significantly enhanced service quality, operational efficiency, and customer satisfaction, reducing defect rates, cost savings, and positive customer feedback.