Implementing a sustainable TQM system: employee focus

A successful TQM implementation requires employees’ engagement in extra‐role behaviors. This study identified and examined the critical factors embedded in the organizational system that may enhance or hinder employees’ participation in TQM activities. Factors including individual training and project involvement, job characteristics, organizational structure, social support, and employees’ self‐efficacy were expected to influence employees’ extra‐role behaviors, e.g. continuous quality improvement activities. A study model was tested with the empirical data collected from a city government in the USA. A total of 848 surveys were returned (overall response rate of 38 per cent). Three factors that most strongly predicted employees’ practices of TQM were: a standardized organizational structure, interpersonal support of the organization, and employees’ self‐efficacy. Individuals’ project involvement and training had no direct effect on the practices of quality management, but had indirect positive effects through the impact of self‐efficacy. The suggestions for designing a TQM training program were discussed.