Total quality management practices and business outcomes: Ev

A study investigates the relationship between total quality management (TQM) practices and organizational outcomes. TQM practices were measured using a self-administered survey which contained questions derived from the Baldridge Quality Award categories. Organizational outcomes were measured using current data on gross income, net income, and numbers of new patients, as well as assessments of increases in revenue, profit, and new customers over the past 3 years. A significant positive relationship was found between the 6 outcome measures and both the specific management practice questions and the Baldridge Category-based aggregated scales based on data obtained from a random sample of dental practices. Managerial implications of the Baldridge-based assessment tool and the findings of the study are examined.