A Research About The Influence Mechanism Between The(External/Internal)Customer Orientation And The Quality Performance Of Basic Operator In The Manufacturing Industry

Most of the China's manufacturing enterprises are implementing Total Quality Management(TQM)at present,but the practice and achievement of TQM are in different.The purpose of this study is to explore an influence mechanism between the most basic of TQM practices that(internal/external)customer orientation,and the quality performance of operator in the manufacturing industry.In this study,we collected the questionnaire of 177 operators from 9 manufacturing enterprises in Shanghai,Jiangyin,Changsha and Changde region,as the data sample and analyzed by structural equation model(SEM),the main conclusions are as follows:1.Manufacturing enterprise implement external customer orientation,which has a positive effect on the psychological empowerment and the quality awareness of operator.2.Manufacturing enterprise implement internal customer orientation,which has a positive effect on the psychological empowerment of operator.3.The psychological empowerment and the quality awareness of operator has a positive effect on their own quality improvement behavior.4.The quality improvement behavior of operator has a positive effect on their own quality performance.5.The psychological empowerment of operator has a positive effect on their own quality performance.I haven't found a related literature by empirical study before this one,which has its innovation.The study conclusions have a certain theoretical value and practical significance for implementing the internal and external customer orientation in manufacturing industry.It is regret that this study object is confined to manufacturing operators because the limit of resources,so there is further research to explore space,and further in-depth study,such as changing the research object,the independent variable to expand to other total quality management practices,increase scale empirical study,etc.,to find that whether the theory structure of this study remains valid in these cases.