The importance of quality management system and leadership in the South African restaurant, fast food and catering sector – case of the Gauteng Region
- Mukwakungu, S. C., Lumbwe, A. K., Niati, D., Mbohwa, Charles
- Authors: Mukwakungu, S. C. , Lumbwe, A. K. , Niati, D. , Mbohwa, Charles
- Date: 2019
- Subjects: Quality Management System , Leadership , Restaurant
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402441 , uj:33678 , Citation: Mukwakungu, S.C. et al. 2019. The importance of quality management system and leadership in the South African restaurant, fast food and catering sector – case of the Gauteng Region.
- Description: Abstract: South Africa, being a developing country, experiences the impact of global competition which has pushed many organizations to develop plans to respond to a continuous competitive global market. The restaurant, fast food, and catering sector is broad within the service industry involving independent restaurants, quick service restaurants and fast food outlets, outsourced catering companies, just to name a few. This study’s objective is to establish the importance of focusing on the fundamentals of quality management practices and the usefulness of leadership practices in the management process of the above-mentioned sector. This study included a quantitative research method under which an empirical investigation was executed following the literature review. The study consisted of the analysis of data collected from questionnaires administered to 65 restaurants in Gauteng, South Africa. After results analysis and interpretation, it is concluded that the functions of management were not well integrated, mainly the leadership functions. Hence, a need to improve specific aspects of the foundations of management approaches in the restaurant, fast food and catering sector is required.
- Full Text:
- Authors: Mukwakungu, S. C. , Lumbwe, A. K. , Niati, D. , Mbohwa, Charles
- Date: 2019
- Subjects: Quality Management System , Leadership , Restaurant
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402441 , uj:33678 , Citation: Mukwakungu, S.C. et al. 2019. The importance of quality management system and leadership in the South African restaurant, fast food and catering sector – case of the Gauteng Region.
- Description: Abstract: South Africa, being a developing country, experiences the impact of global competition which has pushed many organizations to develop plans to respond to a continuous competitive global market. The restaurant, fast food, and catering sector is broad within the service industry involving independent restaurants, quick service restaurants and fast food outlets, outsourced catering companies, just to name a few. This study’s objective is to establish the importance of focusing on the fundamentals of quality management practices and the usefulness of leadership practices in the management process of the above-mentioned sector. This study included a quantitative research method under which an empirical investigation was executed following the literature review. The study consisted of the analysis of data collected from questionnaires administered to 65 restaurants in Gauteng, South Africa. After results analysis and interpretation, it is concluded that the functions of management were not well integrated, mainly the leadership functions. Hence, a need to improve specific aspects of the foundations of management approaches in the restaurant, fast food and catering sector is required.
- Full Text:
Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs
- Mukwakungu, S. C., Bakama, E. M., Lumbwe, A. K., Bolipombo, M. M., Niati, D., Ibrahimu, K., Kasongo, J. E., Mbohwa, Charles
- Authors: Mukwakungu, S. C. , Bakama, E. M. , Lumbwe, A. K. , Bolipombo, M. M. , Niati, D. , Ibrahimu, K. , Kasongo, J. E. , Mbohwa, Charles
- Date: 2018
- Subjects: Quality Management System (QMS) , Service quality , SERVQUAL
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/290755 , uj:31569 , Citation: Mukwakungu, S.C. et al. 2018. Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs.
- Description: Abstract: This paper’s objectives are to establish and document internal clients’ perception about the quality of service received at the Main Laboratory of the LAB, a national laboratory dealing with transmittable diseases in South Africa. The study followed a quantitative design approach with cross functional examinations. Data collection tool was based on “SERVQUAL” model. Findings show that in terms of the quality dimensions, the LAB’s centres performed variably in many aspects and to a varying degree in different quality dimensions measured. Each centre had its own unique set of challenges. The recommendations made in this study can be implemented as a solution to the problems faced by the LAB and other similar departments. This study viewed from a South African perspective, is first of its kind as it explores the effectiveness of the implementation of a Quality Management System at a biosafety level 4, the only one on the African continent.
- Full Text:
- Authors: Mukwakungu, S. C. , Bakama, E. M. , Lumbwe, A. K. , Bolipombo, M. M. , Niati, D. , Ibrahimu, K. , Kasongo, J. E. , Mbohwa, Charles
- Date: 2018
- Subjects: Quality Management System (QMS) , Service quality , SERVQUAL
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/290755 , uj:31569 , Citation: Mukwakungu, S.C. et al. 2018. Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs.
- Description: Abstract: This paper’s objectives are to establish and document internal clients’ perception about the quality of service received at the Main Laboratory of the LAB, a national laboratory dealing with transmittable diseases in South Africa. The study followed a quantitative design approach with cross functional examinations. Data collection tool was based on “SERVQUAL” model. Findings show that in terms of the quality dimensions, the LAB’s centres performed variably in many aspects and to a varying degree in different quality dimensions measured. Each centre had its own unique set of challenges. The recommendations made in this study can be implemented as a solution to the problems faced by the LAB and other similar departments. This study viewed from a South African perspective, is first of its kind as it explores the effectiveness of the implementation of a Quality Management System at a biosafety level 4, the only one on the African continent.
- Full Text:
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