The mediating role of total quality management in the relationship between business process reengineering and strategic performance: evidence from Yemeni telecommunications companies

This study aimed to investigate the mediating role of total quality management (TQM) in the relationship between business process reengineering (BPR) and strategic performance (SP) in Yemeni telecommunications companies. The study focused on five Yemeni telecommunications companies: SabaFon, You, Yemen Mobile, TeleYemen Company, and the Public Telecommunications Corporation. Primary data were collected through a questionnaire, with a total of 975 distributed to individuals in the study sample. Of these, 808 valid questionnaires were returned and analyzed. Partial least squares structural equation modeling (PLS-SEM) was employed using Smart PLS statistical software to analyze the data and test the proposed model. The findings indicate that BPR has a positive effect on both SP and TQM. In turn, TQM positively influences SP. The findings further demonstrate that TQM plays a significant mediating role in the relationship between BPR and SP. Based on these results, the study recommends that the leadership of Yemeni telecommunications companies increase their focus on leveraging and integrating BPR and TQM, given their vital role in driving changes, updates, and improvements across all elements of the internal environment. Furthermore, these practices contribute to the development of institutional and organizational aspects in line with the rapid changes in the external environment. This will ultimately enhance SP and strengthening the companies’ ability to compete, survive, and sustain operations.