The aim of this study is to investigate the effect of total quality management (TQM) and knowledge management on providing services at manufacturing and service companies. In this regard, a model that includes the components of TQM, knowledge management, and performance of services was designed. The study results showed that the dimensions of organizational leadership, strategic planning, process management and human resource management have direct and positive impact on three pillars of knowledge management i. e. knowledge acquisition, applying knowledge and knowledge distribution. In addition, the results revealed that TQM has positive and significant impact on the performance of services. However no positive results were obtained on the impact of knowledge management on the performance of services.
کلید واژگان :total quality management, knowledge management, providing of services, customer, strategic planning.
ارزش ریالی : 300000 ریال
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