Abstract
In recent times, the South African bakery industry has gone under intense
competition that threatens the survival of players within the sector. An identified
bakery firm located in the City of Tshwane is not immune to the problem. Faced
with fierce competition from established bakery firms such as Albany, Sasko,
Supreme, Blue Ribbon and retail own brands such as Shoprite, Spar and Pick n Pay,
the bakery firm urgently need to rethink its strategy to secure its survival. An
assessment of total quality management (TQM) on the operations of the bakery firm
is a recommended strategy for continuous improvement and gaining a competitive
edge. It is therefore important in this study to understand employees’ perceptions
of total quality management and establish its impact on operational performance.
For the sake of bringing this study into operation, the researcher utilised a
descriptive research design. Data was collected through a well-structured
questionnaire from a sample of 110 employees working for the bakery firm.
Analyses of data that include mean values, standard deviation, correlation and
regression analyses was performed through the use of the Statistical Package for
Social Sciences. Results showed that employees had a negative perception on total
quality management factors that include leadership, knowledge management,
supplier management, customer focus, employee involvement and process
management. A significant positive relationship was also found between total
quality management (leadership, knowledge management, supplier management,
customer focus, employee involvement and process management) and operational
performance. This study also provide recommendations to authorities within the
bakery industry so as to improve total quality management and operational
performances.
M.Tech. (Operations Management)