전사적 품질경영(TQM)활동이 경영성과에 미치는 영향에 관한 연구

Abstract

많은 기업들은 조직 내의 모든 자원을 적극 활용하여 어려운 경영환경을 극복하고 경영성과를 극대화하기 위해 전사적 품질경영(TQM)의 요인들을 적극 활용하고 있다. 이는 품질경영전략의 핵심요인과 경영성과가 중요한 관계에 있음을 잘 보여주는 현상이라고 할 수 있다. 이러한 환경에서 자동차부품산업에 종사하는 기업의 경쟁력 제고를 위해 품질경영 전략의 핵심요인과 경영성과의 관계를 규명하는 것이 연구의 목적이었다. 이에 본 연구에서는 품질인증을 획득한 국내의 자동차 부품업체를 대상으로 전사적 품질경영과 경영성과의 관계를 파악하기 위해 연구모형의 설계 및 가설검증을 실시하여 TQM 활동 요인들이 경영성과에 미치는 영향을 분석하였다. 선행연구를 중심으로 TQM 활동 요인을 최고경영자 리더십, 고객 중심적 사고, 공급업체 관리, 종업원 참여, 품질정보 분석/활용으로 구분하였고, 경영성과의 요인은 재무성과, 비재무성과로 구분하였다. 이를 바탕으로 TQM활동 요인이 경영성과에 미치는 영향관계에 관한 회귀분석을 실시하였으며, 연구결과를 요약하면 다음과 같다. 첫째, TQM 요인 중 최고경영자 리더십은 재무성과와 비재무성과에 모두 유의한 영향을 미치는 것으로 나타났다. 특히, 최고경영자가 품질개선 활동에 직접 참여하거나, 품질개선에 필요한 지원을 하는 경우 기업은 경영성과를 높일 수 있음을 알 수 있었다. 둘째, TQM 요인 중 고객 중심적 사고는 재무성과와 비재무성과에 모두 유의한 영향을 미치는 것으로 나타났다. 특히, 고객의 기대를 이해하고 고객 만족을 위한 전사적 품질경영노력을 진행할 경우 기업의 경영성과를 높일 수 있음을 알 수 있었다. 셋째, TQM 요인 중 공급업체 관리는 재무성과와 비재무성과에 모두 유의한 영향을 미치는 것으로 나타났다. 특히, 자동차 부품기업에게 부품의 원자재를 납품하는 공급업체의 품질수준 향상을 위해 지속적인 품질개선 노력을 요구하고 있으며, 공급업체가 양질의 원자재를 제공할 경우에는 그에 대한 가격은 아낌없이 제공할 수 있다는 의지를 잘 보여주고 있었다. 넷째, TQM 요인 중 종업원 적극 참여는 비재무성과에만 유의한 영향을 미치는 것으로 나타났다. 특히 종업원들의 아이디어 활용이 비재무성과에 영향을 미치는 것으로 나타나 현장 근로자들이 적극적인 자세로 개선을 위한 노력을 기울인다면 기업의 비재무성과에 영향을 미칠 수 있다는 점을 잘 보여주고 있다. 그러나, 종업원의 적극 참여로는 전년 대비 경영실적 증가 등의 경영성과로 이어지는 데에는 한계가 있음을 확인할 수 있었다. 다섯째, TQM 요인 중 품질정보 분석/활용은 재무성과와 비재무성과에 모두 유의한 영향을 미쳤다. 특히, 종업원들이 고객만족 정보를 업무에 효과적으로 활용하는 경우 경영성과를 극대화할 수 있다는 점을 잘 보여주고 있었다. 본 연구의 목적을 알아보기 위해 진행된 실증분석을 통해 다음과 같은 시사점을 확인할 수 있었다. 첫째, 재무성과와 비재무성과에 영향을 미치는 TQM의 요인 중 최고경영자와 종업원들이 고객의 기대치를 이해하고, 고객만족을 위한 다양한 정보를 효과적으로 적용한다면 경영성과에 유의한 영향을 미친다는 것을 알 수 있었다. 이를 위해 최고경영자와 종업원 간의 원활한 소통을 중심으로 유기적인 업무진행이 이루어진다면, 기업의 경영성과 제고를 실현시킬 수 있음을 알 수 있었다. 그러나, 종업원만의 참여만으로는 한계가 있으므로, 최고경영자의 의지와 확고한 신념, 품질 및 고객만족에 대한 높은 인식 및 아낌없는 지원 노력이 이루어지는 것이 무엇보다 가장 중요하다고 할 수 있다. 둘째, 자동차 부품기업은 1차 공급업체로부터 주요 부품을 납품을 받아 완성차 업체에 부품을 납품하는 상황에서 1차 공급업체로부터 구매해오는 주요 부품들의 품질을 매우 중요하게 인식하고 있음을 알 수 있었다. 이러한 상황에서 자동차 부품기업은 1차 공급업체들의 품질개선을 꾸준히 요구하고 있었으며, 만족스러운 품질을 확보한다면 비용부담을 감수할 수 있는 적극적인 자세를 보여주는 것을 확인할 수 있었다. 따라서, 공급업체와의 지속적인 파트너십 유지를 위해서는 공급업체의 선정기준을 강화하고, 꾸준한 관심을 바탕으로 품질관리에 동참하는 것이 중요하다고 할 수 있다. 셋째, 자동차 부품기업내에서 품질정보에 관한 정보공유 및 정보의 활용은 현장 종업원들의 적극적인 참여와 책임의식을 수반한다는 점을 반드시 인식해야 한다. 수동적인 모습이나 안전 및 품질에 대한 안전불감증은 경영실패에 직접적인 영향을 미칠 수 있다는 점을 인식하는 것이 중요하다고 할 수 있다. 마지막으로 본 연구의 한계점은 다음과 같다. 첫째, 연구를 위한 표본대상으로 삼은 기업들이 화성, 안산, 시화 등에 집중되어 있어 전국적인 흐름을 이해하고, TQM 활동과 경영성과의 관계를 일반화하는 데에 한계를 보였다. 이를 위해 향후 TQM 활동과 경영성과의 관계를 알아보는 연구에서는 다양한 지역과 더 많은 자동차 부품기업을 대상으로 진행하는 것이 필요하다고 할 수 있다. 둘째, 연구의 응답자들이 대부분이 임원급, 부장급(각 33%)이었다. 이는 실증분석의 결과에서도 잘 나타나는데, 종업원의 참여는 비재무성과에만 영향을 주고 있으나, 최고경영자 리더십은 재무성과, 비재무성과에 모두 영향을 보이고 있었다. 따라서 향후의 연구에서는 자동차 부품기업에 종사하는 전 임직원들을 대상으로 하여 각 직급별로 중요하게 인식하는 TQM 활동 요인들을 분석하는 것이 필요하다고 할 수 있다.|Many companies in this management environment are using factors of total quality management to maximize their business performance. This means that there is significant relationship between main factor of quality operation strategy and business performance. In this situation, it's the purpose of this study that investigate the relationship between main factor of quality operation strategy and business performance to boost competitiveness of the business in automobile parts industry. So this study analyzed that how do factors of total quality management affect business performance through research model design and hypothesis verification aimed at automobile parts companies obtained quality certification. Based on preceding research, factors of total quality manageme nt segment leadership of CEO, think of customer-centered, manag ement of supply company, attendance of worker, analysis and use of quality information. And factors of business performance segm ent financial result, non-financial result, organizational effec tiveness. And we practiced regression analysis to find out the relations hip between factors of total quality management and business performance. Summarizing the results of this study as below. First, as for the CEO's leadership, it has effect on financial result and non-financial result. Especially, we could know that business performance is higher since CEO takes part in quality improvement activity or supports some materials resource to improve quality. Second, as for the think of customer-centered, it has effect on financial result and non-financial result. Especially, we could know that business performance is higher since understand expectation of customer and try total quality management to make customer satisfaction. Third, as for the management of supply company, it has effect on financial result and non-financial result. Especially, it shows that automobile parts company ask raw material supplier to continuous efforts to improve quality and would gladly pay for quality raw materials. Fourth, as for the attendance of worker, it has effect on just non-financial result. Especially, use of worker's idea affects non-financial result. So it shows that if site workers try to improve their enthusiastic attitude, it has impact on non-financial result. But attendance of worker has limits to make a higher year on year business performance and business result. Fifth, as for the analysis and use of quality information, it has effect on just non-financial result. Especially, if workers use effectively database of customer satisfaction, it can maximize the business performance. We could assure some implications as below by actual proof analysis to find out the purpose of this study First, if CEO and workers among the factors of total quality management affected financial result and non-financial result understand expectation of customer and use the database of customer satisfaction effectively, it has impact on business performance. For that, if harmonious communication between CEO and workers makes organized work system, it can improve business performance. However, attendance of worker has the limit. So will & belief of CEO, realization of quality & customer satisfaction and effort of unstinting support are very important. Second, automobile parts company receives principal components from primary supplier and will make other parts to deliver automobile manufacturer. So we could know that automobile parts company realizes how important the quality of principal components from primary supplier. In this situation, automobile parts company asks primary supplier to improve the quality. And if automobile parts company could receive quality components, automobile parts company was inclined to pay for this. Therefore, it's very important that intensify vendor selection and join quality control in the interest of maintenance continuous partnership with supplier. Third, we have to realize that sharing information & using information of quality in automobile parts company involves attendance of worker and sense of responsibility in the field. Finally this study has the limit like as below. First, sample objects of companies were focused just particular area like Hwaseong, Ansan, Sihwa and etc. So this makes the limit to understand general flow and generalize the relationship between activity of total quality management and business performance. For hereafter research, we need to investigate more area and companies to find out the relationship between activity of total quality management and business performance. Second, most of respondent are executive level and department head level (each recorded at 33%). This was showed by analysis of actual proof. For example, leadership of CEO affects financial result and non-financial result, while attendance of worker affects only non-financial result. Therefore we need to aim every workers in automobile parts company and investigate activity of total quality management each level of workers thinks highly.; Many companies in this management environment are using factors of total quality management to maximize their business performance. This means that there is significant relationship between main factor of quality operation strategy and business performance. In this situation, it's the purpose of this study that investigate the relationship between main factor of quality operation strategy and business performance to boost competitiveness of the business in automobile parts industry. So this study analyzed that how do factors of total quality management affect business performance through research model design and hypothesis verification aimed at automobile parts companies obtained quality certification. Based on preceding research, factors of total quality manageme nt segment leadership of CEO, think of customer-centered, manag ement of supply company, attendance of worker, analysis and use of quality information. And factors of business performance segm ent financial result, non-financial result, organizational effec tiveness. And we practiced regression analysis to find out the relations hip between factors of total quality management and business performance. Summarizing the results of this study as below. First, as for the CEO's leadership, it has effect on financial result and non-financial result. Especially, we could know that business performance is higher since CEO takes part in quality improvement activity or supports some materials resource to improve quality. Second, as for the think of customer-centered, it has effect on financial result and non-financial result. Especially, we could know that business performance is higher since understand expectation of customer and try total quality management to make customer satisfaction. Third, as for the management of supply company, it has effect on financial result and non-financial result. Especially, it shows that automobile parts company ask raw material supplier to continuous efforts to improve quality and would gladly pay for quality raw materials. Fourth, as for the attendance of worker, it has effect on just non-financial result. Especially, use of worker's idea affects non-financial result. So it shows that if site workers try to improve their enthusiastic attitude, it has impact on non-financial result. But attendance of worker has limits to make a higher year on year business performance and business result. Fifth, as for the analysis and use of quality information, it has effect on just non-financial result. Especially, if workers use effectively database of customer satisfaction, it can maximize the business performance. We could assure some implications as below by actual proof analysis to find out the purpose of this study First, if CEO and workers among the factors of total quality management affected financial result and non-financial result understand expectation of customer and use the database of customer satisfaction effectively, it has impact on business performance. For that, if harmonious communication between CEO and workers makes organized work system, it can improve business performance. However, attendance of worker has the limit. So will & belief of CEO, realization of quality & customer satisfaction and effort of unstinting support are very important. Second, automobile parts company receives principal components from primary supplier and will make other parts to deliver automobile manufacturer. So we could know that automobile parts company realizes how important the quality of principal components from primary supplier. In this situation, automobile parts company asks primary supplier to improve the quality. And if automobile parts company could receive quality components, automobile parts company was inclined to pay for this. Therefore, it's very important that intensify vendor selection and join quality control in the interest of maintenance continuous partnership with supplier. Third, we have to realize that sharing information & using information of quality in automobile parts company involves attendance of worker and sense of responsibility in the field. Finally this study has the limit like as below. First, sample objects of companies were focused just particular area like Hwaseong, Ansan, Sihwa and etc. So this makes the limit to understand general flow and generalize the relationship between activity of total quality management and business performance. For hereafter research, we need to investigate more area and companies to find out the relationship between activity of total quality management and business performance. Second, most of respondent are executive level and department head level (each recorded at 33%). This was showed by analysis of actual proof. For example, leadership of CEO affects financial result and non-financial result, while attendance of worker affects only non-financial result. Therefore we need to aim every workers in automobile parts company and investigate activity of total quality management each level of workers thinks highly.