Abstract
Abstract : The present study relates to a method of identifying critical success factors for improving quality culture in a coal testing division. Coal testing division plays a major integral role in the selling and buying process of coal commodity globally. Although this is not an experimental study conducted in a testing laboratory through preparation and analysis of coal samples, the researcher has however provided a brief discussion on coal processing, usage, testing methods and significance of coal testing for end users of coal in chapter two of this dissertation. With the current competitive advantage, coal testing division has recently been faced with various challenges including the closing down of some of its business units. This has had a negative impact on the overall commercial business. The main objectives of this study are to demonstrate the benefits for maintaining ISO 17025 quality management system and identification of critical success factors for improving ISO 17025 quality management system in a coal testing division. These study objectives will be achieved through answering the following study questions: I. Why does coal testing division has to maintain ISO 17025 quality management system? II. How to improve ISO 17025 quality management system in a coal testing division? The study adopted a mixed method research by triangulation of quantitative and qualitative data to source out data in order to answer the study questions and objectives. The research strategy used was a single case study by means of research questionnaire sent to coal testing division employees. Chapter three of this dissertation provides literature review on the current published information regarding the benefits for implementation of quality culture in testing environment subsequently applicable to coal testing division. The literature review chapter concludes by providing an extracted case study of company X commercial unit quality management system policy document. The extracted case study outline the requirements and level of quality implementation in coal testing division. From the literature review, the benefits for maintaining ISO 17025 quality management system revealed include improved customer satisfaction, greater market share (Competitive advantage), operational credibility with government and customers, international recognition and stronger risk management. Based on feedback from the questionnaires, critical success factors were identified for improving quality culture within coal testing division. Through triangulation system comparison of the literature review, company X commercial unit case study and the study questionnaire feedback, it was found that quality policy and objectives together with customer requirements are not well communicated and understood by all coal testing division personnel. There are also no designated personnel stationed in the business units to ensure effective maintenance of ISO 17025-quality management system. Majority of the staff members expressed that they are not always provided with the necessary resources assisting them with continual improvement of ISO 17025-quality management system. An ineffective customer communication system was identified which must provide customer service information, handling of enquiries, orders and customer feedback. There is an ineffective measuring and monitoring system for service conformity to ensure compliance on all customer requirements. There is ineffective system to identify and control non-conformities to prevent their unintended use in coal testing division.
M.Phil. (Engineering Management)