Abstract
Businesses today need to be more effective and efficient in order to design the best products and provide outstanding services to their customers. The purpose of this research is to develop and improve quality efficiency while sustaining continuous improvement at a South African Energy provider's Mpumalanga plant, which is one of the nine regions in South Africa. Accomplishing quality efficiency is challenging, as customers expect quality of service at all times. In general an organisation's or a business's success depends on the reliability of delivering electricity. Therefore the South African Energy provider should be able and capable to deliver electricity at all times. Current research results revealed that: (1) organisations need to do more to raise quality awareness and inform other employees about the quality unit, (2) organisations should go the extra mile in planning, monitoring and evaluating quality, (3) departmental quality objectives and goals should involve employees in formulating the goals and objectives, eliminating misunderstanding and mistakes committed by the workforce where quality is concerned, (4) management should be committed and involved in accomplishing quality efficiency in any capacity and making sure that continuous improvement is sustained, (5) commitment by management and employee recognition will improve capability, performance and innovation. The research study accordingly has a realistic and methodological significance in terms of achieving and improving quality efficiency and sustaining continuous improvement in providing energy in South Africa.