The evaluation of Total Quality Management (TQM) in a Korean-American Christian ministry.

摘要

The purpose of the dissertation was to evaluate whether there was any improvement in a Korean-American Christian Ministry through implementation of Total Quality Management (TQM) within a period of six months. The goal of the study was to set up a system of implementing TQM, to bring quality improvement in ministry, and answer the five research questions stated under the TQM values: leadership, training and education, measurement, teamwork and involvement, and result of the process.; To measure the implementation process, the researcher used the modified version of Total Quality Management Assessment Inventory (TQMAI). The inventory was designed by Dr. Marshall Sashkin, and Dr. Kenneth Kiser for the general business sector, later modified by Dr. Anita Story Watts to accommodate the Protestant church environment. This inventory measured three main TQM elements (TQM tools and techniques, TQM customer quality, and TQM culture).; The twelve members of the Planning Committee of the English Ministry of the Korean Protestant Church of Los Angeles were chosen and, became the sample for the TQMAI, while the population comprises the stakeholders of the English Ministry. The researcher administered the TQMAI instrument twice during the study period with the members of the Planning Committee.; Findings. (1) In the first research question, the analysis showed that there was improvement in the leadership. (2) Statistics generated by the second research question on the issue of training and education revealed that there was no improvement. (3) The statistical analysis for research question three also indicated that there was no improvement in the area of Church Tools and Techniques. (4) The study under research question four indicated that there was an improvement in the area of team and involvement during the six months. (5) Research question five summarizes the overall result of the study, which are membership building, leadership building, strategic planning, and interaction with the rest of the church.; Overall, the result of the TQM implementation in the EM reveals some improvement in the general areas, though it certainly does not reflect improvement in every area of the ministry.