An Organizational Quality Performance Conceptual Framework with Multiple Mediators Integration

Quality performance is one of the key dimensions for organizational performance. Improvement effort on organizational quality performance is driven by a set of quality management practices that embodied into the quality management system. Quality management practices (QMP) made up of two main elements, the managerial based “Soft QMP” and the statistical or analysis based “Hard QMP,” which is also refers as quality tools and techniques. Hard QMP is further categorized into Management Tools, Problem Solving Tools and Improvement Tools. Prior research on QMPs and organizational quality performance revealed that there is significant positive relationship between QMPs and organizational quality performance. However, there is lack of study that examines the mediating effect of each Hard QMP category on the relationship between Soft QMP and organization quality performance. Hence, this paper close the research gap by developing a new organizational quality performance conceptual framework that integrated the three Hard QMPs Tools and Technique as multiple mediators between Soft QMP and organizational quality performance.