Evaluation of quality management practices in the Ekurhuleni public hospitals
- Authors: Nyakala, Kgashane Stephen
- Date: 2014-06-04
- Subjects: Total quality management - Case studies , Public hospitals - Quality control , Total quality management
- Type: Thesis
- Identifier: uj:11391 , http://hdl.handle.net/10210/11029
- Description: M.Tech. (Operations Management) , This study has demonstrated that continuous quality improvement and total quality management are the names for a philosophy of management that aims to help outcomes in both the individual and organizations of all kinds, eliminating quality waste during health care delivery service. In an effort to make a contribution to addressing the current challenges, areas of poor patient and lack of quality health care are explored in this study. Patients and healthcare professionals‟ views on Quality Management (QM) practices are also explored. Therefore, for the purposes of this dissertation, the researcher has expanded the QM definition. The poor patient care and shortage of skilled nursing practitioners‟ in nursing has indicated the need for top management commitment to measure, improve and provide high-quality health care for all its citizens. This is mainly due to lack of quality knowledge and skills, patients‟ education, and communication skills. In addition, no formalised framework exists on how quality of care in the context of nursing should occur, despite policy on quality health care being a legal requirement (National Department of Health, 2007:11). The purpose of this dissertation was to evaluate quality management practices in the Ekurhuleni Metropolitan Municipality public hospitals. Quality management for health care delivery in public hospitals in Gauteng Department of Health was determined and conceptualised and a framework developed on which the improvement of a quality strategy could be based. Altogether three (3) public hospitals throughout Gauteng Ekurhuleni region participated in this dissertation. A triangulation approach was adopted to collect data, analyse and answer the research questions. In this dissertation both quantitative and qualitative methods of data analysis were employed to analyse data derived from self-administered (open and closed) questionnaires, whilst semi-structured interviews were also conducted with the hospital unit manager (see Annexure 1 & 5).This, in turn, increased the validity of the empirical study part of this dissertation and enhanced the rigorous use of both quantitative and qualitative data.
- Full Text:
- Authors: Nyakala, Kgashane Stephen
- Date: 2014-06-04
- Subjects: Total quality management - Case studies , Public hospitals - Quality control , Total quality management
- Type: Thesis
- Identifier: uj:11391 , http://hdl.handle.net/10210/11029
- Description: M.Tech. (Operations Management) , This study has demonstrated that continuous quality improvement and total quality management are the names for a philosophy of management that aims to help outcomes in both the individual and organizations of all kinds, eliminating quality waste during health care delivery service. In an effort to make a contribution to addressing the current challenges, areas of poor patient and lack of quality health care are explored in this study. Patients and healthcare professionals‟ views on Quality Management (QM) practices are also explored. Therefore, for the purposes of this dissertation, the researcher has expanded the QM definition. The poor patient care and shortage of skilled nursing practitioners‟ in nursing has indicated the need for top management commitment to measure, improve and provide high-quality health care for all its citizens. This is mainly due to lack of quality knowledge and skills, patients‟ education, and communication skills. In addition, no formalised framework exists on how quality of care in the context of nursing should occur, despite policy on quality health care being a legal requirement (National Department of Health, 2007:11). The purpose of this dissertation was to evaluate quality management practices in the Ekurhuleni Metropolitan Municipality public hospitals. Quality management for health care delivery in public hospitals in Gauteng Department of Health was determined and conceptualised and a framework developed on which the improvement of a quality strategy could be based. Altogether three (3) public hospitals throughout Gauteng Ekurhuleni region participated in this dissertation. A triangulation approach was adopted to collect data, analyse and answer the research questions. In this dissertation both quantitative and qualitative methods of data analysis were employed to analyse data derived from self-administered (open and closed) questionnaires, whilst semi-structured interviews were also conducted with the hospital unit manager (see Annexure 1 & 5).This, in turn, increased the validity of the empirical study part of this dissertation and enhanced the rigorous use of both quantitative and qualitative data.
- Full Text:
Strategic advantage through customer value
- Authors: Harding, Vernon Victor
- Date: 2012-08-21
- Subjects: Total quality management , Strategic planning , Customer relations , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:2909 , http://hdl.handle.net/10210/6339
- Description: M.Comm. , Lots have been said in the literature in regard to customer value and the way it should influence the company and its management strategy. Customer focused, close to the customer, building customer relations creating customer value, becoming customer driven and exceeding customer expectations are some of the hottest subject executives are talking about. If so way are most companies in South Africa and in the world still content with their internal measurements without asking whether what they are measuring has any relevance on the companies performance (Fagiano, 1997:6). For South African companies competitiveness have never been more important because of the rapidly changing global environment and the swift changes in the demographic and socio-economic locally (De Villiers & Slabbert, 1996:35). The death of distance and the (Peters, 1997:2) current exchange rate of the rand makes it advantageous for international companies to invest in South-Africa putting local companies under a lot of strain. It is proposed to use customer value as a strategic performance measure tool and to develop a customer driven culture to insure that the perceived value of the product is above expectation and that branding is achieved through customer value. It was indicated that customer value can be a performance measurement tool and a major component in the strategic management process and that it is here to stay and will be a vehicle for many a company to achieve competitive advantage. The principle of customer value is not new and has been proven in the Total Quality Management process. It would thus be building on existing capabilities that have been acquired from total quality management of internal processes and products. The challenge lies in refocusing from the internal quality processes to an external customer value. This movement of focus will not be easy and organisations will have to rethink their culture, structure and managerial capabilities. Employees will need to learn a few new skills such as (1) customer responsiveness and evaluation, (2) innovation, (3) strategic thinking, (4) radical thinking and internal motivation
- Full Text:
- Authors: Harding, Vernon Victor
- Date: 2012-08-21
- Subjects: Total quality management , Strategic planning , Customer relations , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:2909 , http://hdl.handle.net/10210/6339
- Description: M.Comm. , Lots have been said in the literature in regard to customer value and the way it should influence the company and its management strategy. Customer focused, close to the customer, building customer relations creating customer value, becoming customer driven and exceeding customer expectations are some of the hottest subject executives are talking about. If so way are most companies in South Africa and in the world still content with their internal measurements without asking whether what they are measuring has any relevance on the companies performance (Fagiano, 1997:6). For South African companies competitiveness have never been more important because of the rapidly changing global environment and the swift changes in the demographic and socio-economic locally (De Villiers & Slabbert, 1996:35). The death of distance and the (Peters, 1997:2) current exchange rate of the rand makes it advantageous for international companies to invest in South-Africa putting local companies under a lot of strain. It is proposed to use customer value as a strategic performance measure tool and to develop a customer driven culture to insure that the perceived value of the product is above expectation and that branding is achieved through customer value. It was indicated that customer value can be a performance measurement tool and a major component in the strategic management process and that it is here to stay and will be a vehicle for many a company to achieve competitive advantage. The principle of customer value is not new and has been proven in the Total Quality Management process. It would thus be building on existing capabilities that have been acquired from total quality management of internal processes and products. The challenge lies in refocusing from the internal quality processes to an external customer value. This movement of focus will not be easy and organisations will have to rethink their culture, structure and managerial capabilities. Employees will need to learn a few new skills such as (1) customer responsiveness and evaluation, (2) innovation, (3) strategic thinking, (4) radical thinking and internal motivation
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A strategic perspective on total quality management
- Swart, Johan Christoffel Boshoff
- Authors: Swart, Johan Christoffel Boshoff
- Date: 2012-09-05
- Subjects: Total quality management , Financial services industry - Management
- Type: Thesis
- Identifier: http://ujcontent.uj.ac.za8080/10210/363318 , uj:3556 , http://hdl.handle.net/10210/6940
- Description: M.Comm. , Achieving quality in products and services requires that TQM be viewed as "a journey to a destiny" in which many routes can be taken, rather than a destiny in itself. Organisations that wish to implement TQM have to study the map carefully before embarking on this "journey" as the Latin phrase "salutes in media via" or "safety lies in the middle route" is unfortunately not a guarantee to reaching the TQM destiny. The main aim of this study is to provide an understanding into the concerns, problems and challenges as well as advantages associated with TOM in modem financial services organisations, which can lead to a false sense of security if not managed correctly. The objectives of the study are therefore 1. To gain insight on how and why TQM developed, placing an emphasis on the change in markets and organisations as well as the management thereof over time To review current TQM trends and obstacles that modern organisations face within the South African financial services industry; and 3. To develop and arrive at a workable model for TOM implementation within the financial services industry. Specifically the study wishes to provide the reader with a broad understanding of TQM, as well as the necessary stimulation to further probe and exploit this management technique.
- Full Text:
- Authors: Swart, Johan Christoffel Boshoff
- Date: 2012-09-05
- Subjects: Total quality management , Financial services industry - Management
- Type: Thesis
- Identifier: http://ujcontent.uj.ac.za8080/10210/363318 , uj:3556 , http://hdl.handle.net/10210/6940
- Description: M.Comm. , Achieving quality in products and services requires that TQM be viewed as "a journey to a destiny" in which many routes can be taken, rather than a destiny in itself. Organisations that wish to implement TQM have to study the map carefully before embarking on this "journey" as the Latin phrase "salutes in media via" or "safety lies in the middle route" is unfortunately not a guarantee to reaching the TQM destiny. The main aim of this study is to provide an understanding into the concerns, problems and challenges as well as advantages associated with TOM in modem financial services organisations, which can lead to a false sense of security if not managed correctly. The objectives of the study are therefore 1. To gain insight on how and why TQM developed, placing an emphasis on the change in markets and organisations as well as the management thereof over time To review current TQM trends and obstacles that modern organisations face within the South African financial services industry; and 3. To develop and arrive at a workable model for TOM implementation within the financial services industry. Specifically the study wishes to provide the reader with a broad understanding of TQM, as well as the necessary stimulation to further probe and exploit this management technique.
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The application, utilisation and implementation of total quality management in the South African manufacturing industry : a case study
- Authors: Baloyi, Themba Amukelani
- Date: 2013-11-20
- Subjects: Total quality management , Manufacturing industries - South Africa - Management , ASSA ABLOY (SA) Pty (Ltd.) , Manufacturing processes - South Africa - Quality control
- Type: Thesis
- Identifier: uj:7761 , http://hdl.handle.net/10210/8650
- Description: M.Phil. (Engineering Management) , This dissertation uncovers the importance of the application, utilisation and implementation of total quality management in the South African organisations specifically manufacturing industry. The study focuses on the application, utilisation and implementation of TQM at ASSA ABLOY (SA) PTY (LTD). This study need to outline ways in which total quality management, implementation and quality improvement is applied and utilized in within ASSA ABLOY (SA). The organisation believes but does not have clear understanding and commitment to implementation of total quality management and continuous improvement tools. This research seeks to come up with methods that will eventually be used to train employees on total quality management (TQM) related issues at ASSA ABLOY (SA) PTY (LTD) and in the South African manufacturing industry as a whole. The research design was both qualitative and quantitative in nature. The primary data was collected by using a structured questionnaire, interviews, surveys and observations with people within ASSA ABLOY (SA) Pty (Ltd). The secondary data was collected from library searches and access to information gathered with the organisation that supports this journey. The questions were coded up for ease of analysis and the questions gave the respondent choice to respond on the 5 point-linkert scale, where 1 -“Very dissatisfied”, 2-“Dissatisfied”, 3-“neutral or unsure”, 4-“Satisfied” and 5-“Very satisfied”. A Linkert item is simply a statement which the respondent is asked to evaluate according to any kind of subjective or objective criteria; generally the level of agreement or disagreement is measured. It is considered symmetric or "balanced" because there are equal amounts of positive and negative positions. Top management support on quality policy is a concern to the employees. Employees seem not to be getting enough training on quality related matters and their training needs are not fully addressed because they are not consulted enough when training is planned. This will mean that the needs analysis is left with the managers or the supervisors. Employees feel strongly that their level of education must be taken into consideration when training is planned for them. Employees in the organisation would like to be mixed up in continuous improvement projects and training or quality department could initiate these. They would also like to have more acquaintance of how the quality department in general functions and to play a role in the implementation of quality by good value of being trained on things that they can apply instantaneously. Top management is committed to quality management initiatives but they do not involve their employees on quality decisions and efforts. Dynamic team working is encouraged by the managers of the departments within the company. Quality training is a concern to the employees, employees are also not aware of the quality department that exists within the company.
- Full Text:
- Authors: Baloyi, Themba Amukelani
- Date: 2013-11-20
- Subjects: Total quality management , Manufacturing industries - South Africa - Management , ASSA ABLOY (SA) Pty (Ltd.) , Manufacturing processes - South Africa - Quality control
- Type: Thesis
- Identifier: uj:7761 , http://hdl.handle.net/10210/8650
- Description: M.Phil. (Engineering Management) , This dissertation uncovers the importance of the application, utilisation and implementation of total quality management in the South African organisations specifically manufacturing industry. The study focuses on the application, utilisation and implementation of TQM at ASSA ABLOY (SA) PTY (LTD). This study need to outline ways in which total quality management, implementation and quality improvement is applied and utilized in within ASSA ABLOY (SA). The organisation believes but does not have clear understanding and commitment to implementation of total quality management and continuous improvement tools. This research seeks to come up with methods that will eventually be used to train employees on total quality management (TQM) related issues at ASSA ABLOY (SA) PTY (LTD) and in the South African manufacturing industry as a whole. The research design was both qualitative and quantitative in nature. The primary data was collected by using a structured questionnaire, interviews, surveys and observations with people within ASSA ABLOY (SA) Pty (Ltd). The secondary data was collected from library searches and access to information gathered with the organisation that supports this journey. The questions were coded up for ease of analysis and the questions gave the respondent choice to respond on the 5 point-linkert scale, where 1 -“Very dissatisfied”, 2-“Dissatisfied”, 3-“neutral or unsure”, 4-“Satisfied” and 5-“Very satisfied”. A Linkert item is simply a statement which the respondent is asked to evaluate according to any kind of subjective or objective criteria; generally the level of agreement or disagreement is measured. It is considered symmetric or "balanced" because there are equal amounts of positive and negative positions. Top management support on quality policy is a concern to the employees. Employees seem not to be getting enough training on quality related matters and their training needs are not fully addressed because they are not consulted enough when training is planned. This will mean that the needs analysis is left with the managers or the supervisors. Employees feel strongly that their level of education must be taken into consideration when training is planned for them. Employees in the organisation would like to be mixed up in continuous improvement projects and training or quality department could initiate these. They would also like to have more acquaintance of how the quality department in general functions and to play a role in the implementation of quality by good value of being trained on things that they can apply instantaneously. Top management is committed to quality management initiatives but they do not involve their employees on quality decisions and efforts. Dynamic team working is encouraged by the managers of the departments within the company. Quality training is a concern to the employees, employees are also not aware of the quality department that exists within the company.
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Business process re-engineering : a look at the business account opening process at MNM Bank
- Flowers, Vincent, Mbohwa, Charles
- Authors: Flowers, Vincent , Mbohwa, Charles
- Date: 2013
- Subjects: Business process reengineering , Reengineering (Management) , Total quality management , Banks and banking - Customer services
- Type: Article
- Identifier: uj:4888 , http://hdl.handle.net/10210/12602
- Description: The account opening process is recognised as the most critical service if banks want to retain and build long term relationships with clients. An unsatisfactory customer experience during this process can influence the customer’s perception of the organisations overall service. Organisations are under increased pressure to deliver products in an efficient and effective manner with a reduction in cost. Having a competitive advantage in the account opening process will attract customers and create future sales opportunities. Future sales opportunities lead to growth and growth leads to increased profits. The research provides an insight on the current account opening process and challenges encountered within the process. The objective of the research is to examine literature and improve the account opening process at MNM bank. The existing account opening process takes 7.5 days before the customer can transact on their account, which results in customers seeking an account at a competitor bank.
- Full Text:
- Authors: Flowers, Vincent , Mbohwa, Charles
- Date: 2013
- Subjects: Business process reengineering , Reengineering (Management) , Total quality management , Banks and banking - Customer services
- Type: Article
- Identifier: uj:4888 , http://hdl.handle.net/10210/12602
- Description: The account opening process is recognised as the most critical service if banks want to retain and build long term relationships with clients. An unsatisfactory customer experience during this process can influence the customer’s perception of the organisations overall service. Organisations are under increased pressure to deliver products in an efficient and effective manner with a reduction in cost. Having a competitive advantage in the account opening process will attract customers and create future sales opportunities. Future sales opportunities lead to growth and growth leads to increased profits. The research provides an insight on the current account opening process and challenges encountered within the process. The objective of the research is to examine literature and improve the account opening process at MNM bank. The existing account opening process takes 7.5 days before the customer can transact on their account, which results in customers seeking an account at a competitor bank.
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Logo-leadership development : a role-orientation perspective
- Authors: Scholtz, Frances
- Date: 2014-05-05
- Subjects: Leadership , Total quality management
- Type: Thesis
- Identifier: uj:10930 , http://hdl.handle.net/10210/10503
- Description: M.Com. (Business Management) , The primary aim of the study was to ascertain whether an intervention relating to leadership and linked to the life and teachings of Viktor Frankl, eminent logo- therapist, would affect the way aspiring leaders construct leadership in terms of meaning. The research participants comprised 20 students registered for a Master’s degree in Business Management (M.Com. Business Management) at a metropolitan university in Johannesburg. The majority of the participants were male (80%) and between the ages of 31- 40 (70%), working in a wide range of industries. A qualitative approach was followed. The data was collected in three steps by means of (1) a questionnaire investigating leadership role-orientations, (2) a leadership development intervention, consisting of a presentation on the life, teachings and work of Viktor Frankl, and an appreciative inquiry (AI) on leadership with meaning, followed by (3) the same questionnaire that had been completed pre-intervention. For establishing possible change on an extrinsic (explicit) level the data was analysed using the framework analysis method (Ritchie & Spencer, 1994). For establishing possible change on an intrinsic (implicit) level, a comparative method was followed. The main finding of this study suggests that a meaning-centred leadership development intervention, using the example of the life and teachings of Viktor Frankl, may have an impact on the leadership role-orientation of aspiring leaders, changing from a predominantly career leadership role-orientation to that of a calling leadership role-orientation. The indication, however, is that this effect largely took place on an explicit (extrinsic) level and to a lesser extent on an implicit (intrinsic), internalised level.
- Full Text:
- Authors: Scholtz, Frances
- Date: 2014-05-05
- Subjects: Leadership , Total quality management
- Type: Thesis
- Identifier: uj:10930 , http://hdl.handle.net/10210/10503
- Description: M.Com. (Business Management) , The primary aim of the study was to ascertain whether an intervention relating to leadership and linked to the life and teachings of Viktor Frankl, eminent logo- therapist, would affect the way aspiring leaders construct leadership in terms of meaning. The research participants comprised 20 students registered for a Master’s degree in Business Management (M.Com. Business Management) at a metropolitan university in Johannesburg. The majority of the participants were male (80%) and between the ages of 31- 40 (70%), working in a wide range of industries. A qualitative approach was followed. The data was collected in three steps by means of (1) a questionnaire investigating leadership role-orientations, (2) a leadership development intervention, consisting of a presentation on the life, teachings and work of Viktor Frankl, and an appreciative inquiry (AI) on leadership with meaning, followed by (3) the same questionnaire that had been completed pre-intervention. For establishing possible change on an extrinsic (explicit) level the data was analysed using the framework analysis method (Ritchie & Spencer, 1994). For establishing possible change on an intrinsic (implicit) level, a comparative method was followed. The main finding of this study suggests that a meaning-centred leadership development intervention, using the example of the life and teachings of Viktor Frankl, may have an impact on the leadership role-orientation of aspiring leaders, changing from a predominantly career leadership role-orientation to that of a calling leadership role-orientation. The indication, however, is that this effect largely took place on an explicit (extrinsic) level and to a lesser extent on an implicit (intrinsic), internalised level.
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Ways to overcome employee resistance in change initiatives
- Freddy, Charles, Mbohwa, Charles
- Authors: Freddy, Charles , Mbohwa, Charles
- Date: 2013
- Subjects: Organizational change , Total quality management
- Type: Article
- Identifier: uj:6155 , ISBN 978-93-82242-26-0 , http://hdl.handle.net/10210/13759
- Description: Continuous change in leadership creates instability within the business, and more importantly uncertainty amongst employees, hence the reluctance by employees to readily accept change. There are a myriad of reasons for resistance to change. Change programs such as TQM are required within business to ensure that organisations seek continuous improvement in their operational capabilities. Total quality management refers to three main components, namely customer satisfaction; continuous improvement and employee involvement. This study focuses on the employee resistance to change initiatives as a critical component. The lack of employee involvement potentially results in resistance to change initiatives. In many instances employees will not easily adapt to change. It is therefore important to understand that inadequate or no employee involvement will be a waste of valuable resources for any organisation attempting to implement Total Quality Management initiatives.
- Full Text:
- Authors: Freddy, Charles , Mbohwa, Charles
- Date: 2013
- Subjects: Organizational change , Total quality management
- Type: Article
- Identifier: uj:6155 , ISBN 978-93-82242-26-0 , http://hdl.handle.net/10210/13759
- Description: Continuous change in leadership creates instability within the business, and more importantly uncertainty amongst employees, hence the reluctance by employees to readily accept change. There are a myriad of reasons for resistance to change. Change programs such as TQM are required within business to ensure that organisations seek continuous improvement in their operational capabilities. Total quality management refers to three main components, namely customer satisfaction; continuous improvement and employee involvement. This study focuses on the employee resistance to change initiatives as a critical component. The lack of employee involvement potentially results in resistance to change initiatives. In many instances employees will not easily adapt to change. It is therefore important to understand that inadequate or no employee involvement will be a waste of valuable resources for any organisation attempting to implement Total Quality Management initiatives.
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Employee involvement in Total Quality Management initiatives at a South African bank
- Authors: Freddy, Charles
- Date: 2014-01-27
- Subjects: Total quality management , Financial services industry - South Africa - Management , Bank management - Employee participation - South Africa
- Type: Thesis
- Identifier: uj:7963 , http://hdl.handle.net/10210/8863
- Description: M.Tech. (Operations Management) , This study entails and discusses Employee Involvement in Total Quality Management initiatives in a South African Bank. Total Quality Management programs are required within business to ensure that organisations seek continuous improvement in their operational capabilities. Total quality management refers to three foremost components, which has to be part of the organisational strategy namely; customer satisfaction, continuous improvement and employee involvement. This study pertains to Total Quality Management, and the link between Total Quality and Employee Involvement as the critical component based on the premise that operational efficiency must start internally, meaning that employee involvement should be the point of departure. In many instances employees find it difficult to adapt to the changes, people naturally find reasons as to why changes will not be successful, more especially if there is no employee involvement at their level and, hence their reluctance to see the benefits objectively will result in the failure of any Total Quality Management initiative. The objective of this study was to determine if TQM principles as prescribed by many authors are currently adopted by the organisation with the focus being Employee Involvement and also to ascertain if the organisational culture lends itself to the implementation of TQM initiatives. Survey questionnaires were used to obtain primary data, and interviews and document reviews were conducted subsequently to validate the results obtained from primary data collection. The literature review indicated the importance of Employee Involvement in the pursuit TQM and the results indicated that employees believed that the principles of TQM and Employee Involvement are relatively well established. With any organisation there is always improvement required and as a fundamental requirement of TQM continuous improvement is a must. Collaboration between employees and management, Empowerment of employees and Education and Training that is job specific are some key areas that were discussed.
- Full Text:
- Authors: Freddy, Charles
- Date: 2014-01-27
- Subjects: Total quality management , Financial services industry - South Africa - Management , Bank management - Employee participation - South Africa
- Type: Thesis
- Identifier: uj:7963 , http://hdl.handle.net/10210/8863
- Description: M.Tech. (Operations Management) , This study entails and discusses Employee Involvement in Total Quality Management initiatives in a South African Bank. Total Quality Management programs are required within business to ensure that organisations seek continuous improvement in their operational capabilities. Total quality management refers to three foremost components, which has to be part of the organisational strategy namely; customer satisfaction, continuous improvement and employee involvement. This study pertains to Total Quality Management, and the link between Total Quality and Employee Involvement as the critical component based on the premise that operational efficiency must start internally, meaning that employee involvement should be the point of departure. In many instances employees find it difficult to adapt to the changes, people naturally find reasons as to why changes will not be successful, more especially if there is no employee involvement at their level and, hence their reluctance to see the benefits objectively will result in the failure of any Total Quality Management initiative. The objective of this study was to determine if TQM principles as prescribed by many authors are currently adopted by the organisation with the focus being Employee Involvement and also to ascertain if the organisational culture lends itself to the implementation of TQM initiatives. Survey questionnaires were used to obtain primary data, and interviews and document reviews were conducted subsequently to validate the results obtained from primary data collection. The literature review indicated the importance of Employee Involvement in the pursuit TQM and the results indicated that employees believed that the principles of TQM and Employee Involvement are relatively well established. With any organisation there is always improvement required and as a fundamental requirement of TQM continuous improvement is a must. Collaboration between employees and management, Empowerment of employees and Education and Training that is job specific are some key areas that were discussed.
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The impact of quality assurance systems on the operational performance of laboratories
- Authors: Ratsoeu, Ellen
- Date: 2013-05-30
- Subjects: Quality assurance standards , Laboratories - Quality control , Quality control standards , Production management - Quality control , Total quality management
- Type: Thesis
- Identifier: uj:7570 , http://hdl.handle.net/10210/8433
- Description: M.Tech. (Operations Management) , It has become a trend for organisations to implement and certify quality systems. The most common quality system that organisations currently implement is ISO 9001. Certification to ISO 9001 has in recent times been used as a marketing tool to enter new markets. Nowadays, customers expect their suppliers and potential suppliers to be certified to ISO 9001. It has become a primary requirement for doing business, and customers now demand it. There have been various studies conducted to establish the advantages of ISO 9001 and its impact on organisational performance. Laboratories are no exception to this developing trend. They are implementing laboratory quality standards like ISO 17025 and the Organisation for Economic Cooperation and Development Good Laboratory Practice (OECD GLP). Some laboratories are now applying for certification of compliance to laboratory standards. Implementing and certifying laboratory systems is an exercise that comes at a cost. The exercise is demanding in terms of human resources, time and capital. There has not been a study conducted to evaluate the impact of these systems on the operational performance of laboratories. This is the reason that resulted in identification of the need to conduct the study. A qualitative research approach was pursued in conducting the study, where the researcher investigated the impact of laboratory quality standards on the operational performance of commercial and non-commercial laboratories. Operational performance in this study is defined as health and safety; supplier selection and performance; human resources; customer satisfaction and profitability. Data was collected through interviews, and was then summarised, and analysed in order to address the research problem. Based on the data collected, it was concluded there is no notable difference in the performance of laboratories with or without quality assurance systems such as ISO 17025 and OECD GLP.
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- Authors: Ratsoeu, Ellen
- Date: 2013-05-30
- Subjects: Quality assurance standards , Laboratories - Quality control , Quality control standards , Production management - Quality control , Total quality management
- Type: Thesis
- Identifier: uj:7570 , http://hdl.handle.net/10210/8433
- Description: M.Tech. (Operations Management) , It has become a trend for organisations to implement and certify quality systems. The most common quality system that organisations currently implement is ISO 9001. Certification to ISO 9001 has in recent times been used as a marketing tool to enter new markets. Nowadays, customers expect their suppliers and potential suppliers to be certified to ISO 9001. It has become a primary requirement for doing business, and customers now demand it. There have been various studies conducted to establish the advantages of ISO 9001 and its impact on organisational performance. Laboratories are no exception to this developing trend. They are implementing laboratory quality standards like ISO 17025 and the Organisation for Economic Cooperation and Development Good Laboratory Practice (OECD GLP). Some laboratories are now applying for certification of compliance to laboratory standards. Implementing and certifying laboratory systems is an exercise that comes at a cost. The exercise is demanding in terms of human resources, time and capital. There has not been a study conducted to evaluate the impact of these systems on the operational performance of laboratories. This is the reason that resulted in identification of the need to conduct the study. A qualitative research approach was pursued in conducting the study, where the researcher investigated the impact of laboratory quality standards on the operational performance of commercial and non-commercial laboratories. Operational performance in this study is defined as health and safety; supplier selection and performance; human resources; customer satisfaction and profitability. Data was collected through interviews, and was then summarised, and analysed in order to address the research problem. Based on the data collected, it was concluded there is no notable difference in the performance of laboratories with or without quality assurance systems such as ISO 17025 and OECD GLP.
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Totale kwaliteitsbestuur van regsdienste in Suid-Afrika met spesifieke verwysing na dienslewering.
- Authors: Kriel, Vera
- Date: 2014-04-23
- Subjects: Total quality management , Legal services - South Africa
- Type: Thesis
- Identifier: uj:10812 , http://hdl.handle.net/10210/10319
- Description: M.Comm. (Education Management) , Legal services Is part of the concept of service In general that can be described us any activity or gain that one partytthe supplier) can give to anothertthe consumer). This activity or gain Is substantially unassailable. Intransferable to a third party and can not be stored. The classification of legal services according to the nature of the service conduct. the relationship between client and Jurist. the discretJon used during service delivery And the way the service is delivered. the nature of the service demand and the charactertsttcs of the service as such. means that one can draw an analogy with other dtsclpltnes In order to be more Innovative and competitive. QualIty Is a permanent function of any organization and permeates all aspects of work. Quallty Is ulttmately Judged by the client and that Is why the client must he the centre of any quality Improvement program. In general quality can be descrtbed as the correlation between the expectations of the cllent and the reahsatton of these expectations. Based on the studies done by Parasurarnan. Zetthaml and Berry(1985.1988) as adjusted. the quality of legal services Is conceptualised by way of the SERVQUAL model. describing five gaps as reasons for poor service quality. It Is submitted that In order to achieve quality In legal services. a program of total quality management must be Implemented. Total quality management means to manage a legal practice In an Integrated manner. In order to comply with the needs of the client. This Is done by way of basic management functions of planning. Implementing through organizing, leading and control.
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- Authors: Kriel, Vera
- Date: 2014-04-23
- Subjects: Total quality management , Legal services - South Africa
- Type: Thesis
- Identifier: uj:10812 , http://hdl.handle.net/10210/10319
- Description: M.Comm. (Education Management) , Legal services Is part of the concept of service In general that can be described us any activity or gain that one partytthe supplier) can give to anothertthe consumer). This activity or gain Is substantially unassailable. Intransferable to a third party and can not be stored. The classification of legal services according to the nature of the service conduct. the relationship between client and Jurist. the discretJon used during service delivery And the way the service is delivered. the nature of the service demand and the charactertsttcs of the service as such. means that one can draw an analogy with other dtsclpltnes In order to be more Innovative and competitive. QualIty Is a permanent function of any organization and permeates all aspects of work. Quallty Is ulttmately Judged by the client and that Is why the client must he the centre of any quality Improvement program. In general quality can be descrtbed as the correlation between the expectations of the cllent and the reahsatton of these expectations. Based on the studies done by Parasurarnan. Zetthaml and Berry(1985.1988) as adjusted. the quality of legal services Is conceptualised by way of the SERVQUAL model. describing five gaps as reasons for poor service quality. It Is submitted that In order to achieve quality In legal services. a program of total quality management must be Implemented. Total quality management means to manage a legal practice In an Integrated manner. In order to comply with the needs of the client. This Is done by way of basic management functions of planning. Implementing through organizing, leading and control.
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Implementation of manufacturing and total productive maintenance principles : a South African perspective
- Authors: Ndiweni, Busani
- Date: 2017
- Subjects: Total productive maintenance , Plant maintenance - Management , Just-in-time systems , Total quality management
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/233721 , uj:23868
- Description: M.Phil. (Engineering Management) , Abstract: The study is based on A South African perspective in the implementation of manufacturing and total productive Maintenance (TPM), methodologies and strategies in fast moving consumer goods organizations in South Africa. Major developments have occurred recently in the improvement of asset care systems in South Africa so that the manufacturing plants are operating optimally and minimizing the cost of production. These asset care management philosophies and systems are constantly being optimized, in the true spirit of continuous improvement. The strive for optimum proactive maintenance through the use of just in- time (JIT) and total quality-management (TQM) techniques gave rise to what is termed the total productivemaintenance (TPM) approach and together these concepts have given rise to what is now referred to as World class manufacturing (WCM). This study explores the ways in which South African fast moving consumer goods manufacturing companies can implement WCM and TPM concepts as an organization wide culture for improving its factory performance and reliability. World class manufacturing and total productive manufacturing is a larger companywide program compared to its predecessors. There is much more emphasis now by organizations on being a low cost, demand driven, consumer focused and customer orientated supply chain. The WCM and TPM tools are ways to engage the whole supply chain in clearly identifying problems, and providing corrective and preventative actions to ensure higher levels of customer satisfaction are attained. The major objectives are optimized processes, culture change, employee involvement and proactive processes and these provide the organizations with the ability and flexibility to reduce and eliminate all forms of waste within their supply chain systems. Organizations need to instill a sense of ownership and mutual accountability to their staff, through employee involvement and empowerment initiatives. High skills retention and motivation levels can be achieved in this way and this can greatly reduce the employee turnover rates. Employers need to develop employee suggestion schemes where they give and seek feedback and respond with actions. The South African labor market has become very strike prone and as a result a lot less competitive compared to their overseas counterparts, especially in the mining sector. This has been witnessed in South Africa recently in the Platinum mining sector which is the largest platinum producer in the world. These labor unrests and work stoppages have resulted in some shareholders threatening to pull out, and loss of income by both the mine employees and employers. This unfortunate state of affairs impacts negatively on the South African economy, and greatly frustrates foreign direct investment which is needed to grow the gross domestic product of the nation. WCM implementation is not an overnight endeavor but rather a journey that takes years to accomplish and requires additional training and development of the workforce. These concepts and principles will be greatly explored at length in this research study to uncover the win-win potential gains that might exist for the consumer, customer, employee and South African FMCG companies.
- Full Text:
- Authors: Ndiweni, Busani
- Date: 2017
- Subjects: Total productive maintenance , Plant maintenance - Management , Just-in-time systems , Total quality management
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/233721 , uj:23868
- Description: M.Phil. (Engineering Management) , Abstract: The study is based on A South African perspective in the implementation of manufacturing and total productive Maintenance (TPM), methodologies and strategies in fast moving consumer goods organizations in South Africa. Major developments have occurred recently in the improvement of asset care systems in South Africa so that the manufacturing plants are operating optimally and minimizing the cost of production. These asset care management philosophies and systems are constantly being optimized, in the true spirit of continuous improvement. The strive for optimum proactive maintenance through the use of just in- time (JIT) and total quality-management (TQM) techniques gave rise to what is termed the total productivemaintenance (TPM) approach and together these concepts have given rise to what is now referred to as World class manufacturing (WCM). This study explores the ways in which South African fast moving consumer goods manufacturing companies can implement WCM and TPM concepts as an organization wide culture for improving its factory performance and reliability. World class manufacturing and total productive manufacturing is a larger companywide program compared to its predecessors. There is much more emphasis now by organizations on being a low cost, demand driven, consumer focused and customer orientated supply chain. The WCM and TPM tools are ways to engage the whole supply chain in clearly identifying problems, and providing corrective and preventative actions to ensure higher levels of customer satisfaction are attained. The major objectives are optimized processes, culture change, employee involvement and proactive processes and these provide the organizations with the ability and flexibility to reduce and eliminate all forms of waste within their supply chain systems. Organizations need to instill a sense of ownership and mutual accountability to their staff, through employee involvement and empowerment initiatives. High skills retention and motivation levels can be achieved in this way and this can greatly reduce the employee turnover rates. Employers need to develop employee suggestion schemes where they give and seek feedback and respond with actions. The South African labor market has become very strike prone and as a result a lot less competitive compared to their overseas counterparts, especially in the mining sector. This has been witnessed in South Africa recently in the Platinum mining sector which is the largest platinum producer in the world. These labor unrests and work stoppages have resulted in some shareholders threatening to pull out, and loss of income by both the mine employees and employers. This unfortunate state of affairs impacts negatively on the South African economy, and greatly frustrates foreign direct investment which is needed to grow the gross domestic product of the nation. WCM implementation is not an overnight endeavor but rather a journey that takes years to accomplish and requires additional training and development of the workforce. These concepts and principles will be greatly explored at length in this research study to uncover the win-win potential gains that might exist for the consumer, customer, employee and South African FMCG companies.
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A proposed TQM model for a cellhouse producing electrolytic manganese
- Authors: Coertzen, Wouter Johan
- Date: 2014-02-04
- Subjects: Total quality management , Electrolytic manganese , Manganese , Manganese Metal Company (Firm : South Africa)
- Type: Thesis
- Identifier: uj:8009 , http://hdl.handle.net/10210/8945
- Description: M.Tech. (Operations Management) , Total Quality Management is a management philosophy embracing all activities through which the needs and requirements of customers and the objectives of the organisation are satisfied in a cost effective way through a drive for continuous improvement. Kaizen is a Japanese philosophy and is defined as a process of continuous improvement. It reflects a common-sense, low-cost approach to managing an organisation. A literature review was undertaken on the subjects of Total Quality Management (TQM)principles and Kaizen philosophy and a TQM model was developed for the cellhouse at Manganese Metal Company basedon information from literature review. The cellhouse is part of an organisation that has ISO 9002 accreditation and produces electrolytic manganese metal for customers world-wide. The quality assurance system defines guidelines for producing a quality product, on time and conforming to the required product specifications. The model is designed to complement current quality control philosophy and provide guidance for maintaining and improving the quality assurance programme. All cellhouse employees will be actively involved in participating in a process of improvement on an ongoing basis.
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- Authors: Coertzen, Wouter Johan
- Date: 2014-02-04
- Subjects: Total quality management , Electrolytic manganese , Manganese , Manganese Metal Company (Firm : South Africa)
- Type: Thesis
- Identifier: uj:8009 , http://hdl.handle.net/10210/8945
- Description: M.Tech. (Operations Management) , Total Quality Management is a management philosophy embracing all activities through which the needs and requirements of customers and the objectives of the organisation are satisfied in a cost effective way through a drive for continuous improvement. Kaizen is a Japanese philosophy and is defined as a process of continuous improvement. It reflects a common-sense, low-cost approach to managing an organisation. A literature review was undertaken on the subjects of Total Quality Management (TQM)principles and Kaizen philosophy and a TQM model was developed for the cellhouse at Manganese Metal Company basedon information from literature review. The cellhouse is part of an organisation that has ISO 9002 accreditation and produces electrolytic manganese metal for customers world-wide. The quality assurance system defines guidelines for producing a quality product, on time and conforming to the required product specifications. The model is designed to complement current quality control philosophy and provide guidance for maintaining and improving the quality assurance programme. All cellhouse employees will be actively involved in participating in a process of improvement on an ongoing basis.
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A case study of a quality management system for a professional services company
- Authors: Bester, Hendrik Johannes
- Date: 2012-01-16
- Subjects: Total quality management , Service industries quality control
- Type: Thesis
- Identifier: uj:1897 , http://hdl.handle.net/10210/4259
- Description: M. Phil.
- Full Text:
- Authors: Bester, Hendrik Johannes
- Date: 2012-01-16
- Subjects: Total quality management , Service industries quality control
- Type: Thesis
- Identifier: uj:1897 , http://hdl.handle.net/10210/4259
- Description: M. Phil.
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Review of critical success factors for the implementation of total quality management in the construction industry
- Ansah, S. K., Aigbavboa, C. O., Thwala, Wellington Didibhuku
- Authors: Ansah, S. K. , Aigbavboa, C. O. , Thwala, Wellington Didibhuku
- Date: 2017
- Subjects: Total quality management , Critical success factors , Construction industry
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/245959 , uj:25486 , Citation: Ansah, S.K., Aigbavboa, C.O. & Thwala, W.D. 2017. Review of critical success factors for the implementation of total quality management in the construction industry. In: Laryea, S. and Ibem, E. (Eds) Procs 7th West Africa Built Environment Research (WABER) Conference, 16-18 August 2017, Accra, Ghana, 1213-1226.
- Description: Abstract: Total Quality Management (TQM) is a philosophy that involves every organization in the industry in the effort to improve performance. The concept is an integrative management principle for continuously improving the quality of products and processes to achieve customer satisfaction. To achieve this concept required a clear establishment of Critical Success Factors (CSFs). However, lack of clear establishment of CSFs for the implementation of TQM in the construction industry has led to failure of the system. In the pursuit of performance excellence in the construction industry and with an increasing awareness of construction quality, construction firms have no option than to implement TQM with clear CSFs.
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- Authors: Ansah, S. K. , Aigbavboa, C. O. , Thwala, Wellington Didibhuku
- Date: 2017
- Subjects: Total quality management , Critical success factors , Construction industry
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/245959 , uj:25486 , Citation: Ansah, S.K., Aigbavboa, C.O. & Thwala, W.D. 2017. Review of critical success factors for the implementation of total quality management in the construction industry. In: Laryea, S. and Ibem, E. (Eds) Procs 7th West Africa Built Environment Research (WABER) Conference, 16-18 August 2017, Accra, Ghana, 1213-1226.
- Description: Abstract: Total Quality Management (TQM) is a philosophy that involves every organization in the industry in the effort to improve performance. The concept is an integrative management principle for continuously improving the quality of products and processes to achieve customer satisfaction. To achieve this concept required a clear establishment of Critical Success Factors (CSFs). However, lack of clear establishment of CSFs for the implementation of TQM in the construction industry has led to failure of the system. In the pursuit of performance excellence in the construction industry and with an increasing awareness of construction quality, construction firms have no option than to implement TQM with clear CSFs.
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Total quality management adoption by process engineering design firms in South Africa
- Njenge, L., Vermeulen, Andre, Pretorius, J.H.C.
- Authors: Njenge, L. , Vermeulen, Andre , Pretorius, J.H.C.
- Date: 2015-06-08
- Subjects: Product quality , Total quality management , Process engineering - South Africa
- Type: Article
- Identifier: uj:5133 , ISBN 9781775921110 , http://hdl.handle.net/10210/14099
- Description: The study investigates the effects of Total Quality Management (TQM) implementation on process engineering design firms. Secondly, the study investigates the extent of TQM adoption by South African process engineering design firms. Lastly, the study investigates the perceived importance of TQM principles. The study reveals that 70% of the firms which participated in the survey have formally adopted TQM while 30% have not. Although the firms which have not formally adopted TQM are implementing TQM principles, they have not been able to implement the principles as well as the firms which have formally adopted TQM. It also reveals that TQM implementation improves employee satisfaction, customer satisfaction, and financial performance while providing a vision that channels the entire organisation towards improvements in product quality and customer†related performances
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- Authors: Njenge, L. , Vermeulen, Andre , Pretorius, J.H.C.
- Date: 2015-06-08
- Subjects: Product quality , Total quality management , Process engineering - South Africa
- Type: Article
- Identifier: uj:5133 , ISBN 9781775921110 , http://hdl.handle.net/10210/14099
- Description: The study investigates the effects of Total Quality Management (TQM) implementation on process engineering design firms. Secondly, the study investigates the extent of TQM adoption by South African process engineering design firms. Lastly, the study investigates the perceived importance of TQM principles. The study reveals that 70% of the firms which participated in the survey have formally adopted TQM while 30% have not. Although the firms which have not formally adopted TQM are implementing TQM principles, they have not been able to implement the principles as well as the firms which have formally adopted TQM. It also reveals that TQM implementation improves employee satisfaction, customer satisfaction, and financial performance while providing a vision that channels the entire organisation towards improvements in product quality and customer†related performances
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The integration of intrapreneurship into a performance management model
- Authors: Foba, Thabo W.L.
- Date: 2008-05-14T08:03:57Z
- Subjects: Total quality management , Entrepreneurship
- Type: Thesis
- Identifier: uj:6579 , http://hdl.handle.net/10210/381
- Description: Prof. D. de Villiers
- Full Text:
- Authors: Foba, Thabo W.L.
- Date: 2008-05-14T08:03:57Z
- Subjects: Total quality management , Entrepreneurship
- Type: Thesis
- Identifier: uj:6579 , http://hdl.handle.net/10210/381
- Description: Prof. D. de Villiers
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Quality control in a university laboratory : a study of ISO/IEC-17025 implementation in the thin section laboratory
- Authors: Cebekhulu, B. M. B.
- Date: 2016
- Subjects: Laboratories - Quality control - Standards , Total quality management - Case studies , Total quality management , Standardization
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/225091 , uj:22726
- Description: Abstract: Quality management systems in research and teaching laboratories are difficult to implement due to various reasons and factors. The benefits that the implementation of such systems bring to testing and calibration laboratories make a compelling case for their deployment in teaching and research laboratories as well. The Thin Section laboratory, based at Wits University’s School of Geosciences is a research and teaching laboratory. The laboratory has funding and quality challenges and has to find ways of supplementing the grant it receives from the University. One of the ways identified is providing commercial testing services to other sectors. Testing and calibration laboratories are required to conform to ISO/IEC 17025:2005 standard which is the general requirements for the competence of calibration and testing laboratories. The Thin Section laboratory will have to comply with this standard to improve the quality of the products and to be able compete with other testing laboratories. Making use of laboratory experiments, surveys and interviews, this study aimed to evaluate the gap between the Thin Section laboratory processes and ISO/IEC 17025:2005 requirements, assess the ISO/IEC 17025 implementation challenges for such laboratories and evaluate the possible benefits of implementing such a system. The study found the gap between ISO/IEC 17025:2005 requirements and laboratory procedures to be wide but also recommended solutions to overcome implementation difficulties particular to this laboratory setting and narrowing the identified gap. This study also found that the benefits of implementing ISO/IEC 17025 in this laboratory will, in the long run, outweigh the cost associated with implementation. The findings of this study can be utilised by other teaching and research laboratories, who have intentions of implementing ISO/IEC 17025, to identify challenges inherent with this type of environment and how best to overcome them. , M.Tech. (Operations Management)
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- Authors: Cebekhulu, B. M. B.
- Date: 2016
- Subjects: Laboratories - Quality control - Standards , Total quality management - Case studies , Total quality management , Standardization
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/225091 , uj:22726
- Description: Abstract: Quality management systems in research and teaching laboratories are difficult to implement due to various reasons and factors. The benefits that the implementation of such systems bring to testing and calibration laboratories make a compelling case for their deployment in teaching and research laboratories as well. The Thin Section laboratory, based at Wits University’s School of Geosciences is a research and teaching laboratory. The laboratory has funding and quality challenges and has to find ways of supplementing the grant it receives from the University. One of the ways identified is providing commercial testing services to other sectors. Testing and calibration laboratories are required to conform to ISO/IEC 17025:2005 standard which is the general requirements for the competence of calibration and testing laboratories. The Thin Section laboratory will have to comply with this standard to improve the quality of the products and to be able compete with other testing laboratories. Making use of laboratory experiments, surveys and interviews, this study aimed to evaluate the gap between the Thin Section laboratory processes and ISO/IEC 17025:2005 requirements, assess the ISO/IEC 17025 implementation challenges for such laboratories and evaluate the possible benefits of implementing such a system. The study found the gap between ISO/IEC 17025:2005 requirements and laboratory procedures to be wide but also recommended solutions to overcome implementation difficulties particular to this laboratory setting and narrowing the identified gap. This study also found that the benefits of implementing ISO/IEC 17025 in this laboratory will, in the long run, outweigh the cost associated with implementation. The findings of this study can be utilised by other teaching and research laboratories, who have intentions of implementing ISO/IEC 17025, to identify challenges inherent with this type of environment and how best to overcome them. , M.Tech. (Operations Management)
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Factors impacting on the implementation of Total Quality Management in the mineral processing industry
- Authors: Mashamba, Rendani
- Date: 2015
- Subjects: Total quality management , Mineral industries - Quality control
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/57341 , uj:16381
- Description: Abstract: Please refer to full text to view abstract , M.Phil. (Engineering Management)
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- Authors: Mashamba, Rendani
- Date: 2015
- Subjects: Total quality management , Mineral industries - Quality control
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/57341 , uj:16381
- Description: Abstract: Please refer to full text to view abstract , M.Phil. (Engineering Management)
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A case study of total quality management in a manufacturing and construction firm
- Authors: Al-Saket, Ammar
- Date: 2009-11
- Subjects: Total quality management , Quality control , Process control case studies , Steel industry and trade quality control
- Type: Thesis
- Identifier: uj:8633 , http://hdl.handle.net/10210/2974
- Description: M. Eng. (Engineering Management) , Total Quality Management (TQM) is a managerial approach that views quality to be a result of integrating all organisational activities e.g. engineering, manufacturing, marketing and administration work. It aims broadly at maintaining and improving quality standards and to achieve customer satisfaction. TQM’s major components are quality planning, quality control and quality improvement. Quality control is responsible for transforming quality planning and quality improvement outcomes into daily routine work. However, quality control can be implemented by systematically going around the Plan, Do, Check, Act (PDCA) control cycle, with which organisation may achieve continuous small steps of improvement. An entire enterprise can be better controlled when it is regarded as a set of processes. Process is controlled by the same systematic way of implementing PDCA cycle. Some tools are suggested in this dissertation to control processes. These are statistical process control (SPC), root cause analysis (RCA) and the Feedback Loop. Beyond information gleaned from literature on quality control a case study of a steel manufacturing and construction firm is also presented. Some areas for improvement in the quality arena of this firm are identified based on the results of quality management gained from literature.
- Full Text:
- Authors: Al-Saket, Ammar
- Date: 2009-11
- Subjects: Total quality management , Quality control , Process control case studies , Steel industry and trade quality control
- Type: Thesis
- Identifier: uj:8633 , http://hdl.handle.net/10210/2974
- Description: M. Eng. (Engineering Management) , Total Quality Management (TQM) is a managerial approach that views quality to be a result of integrating all organisational activities e.g. engineering, manufacturing, marketing and administration work. It aims broadly at maintaining and improving quality standards and to achieve customer satisfaction. TQM’s major components are quality planning, quality control and quality improvement. Quality control is responsible for transforming quality planning and quality improvement outcomes into daily routine work. However, quality control can be implemented by systematically going around the Plan, Do, Check, Act (PDCA) control cycle, with which organisation may achieve continuous small steps of improvement. An entire enterprise can be better controlled when it is regarded as a set of processes. Process is controlled by the same systematic way of implementing PDCA cycle. Some tools are suggested in this dissertation to control processes. These are statistical process control (SPC), root cause analysis (RCA) and the Feedback Loop. Beyond information gleaned from literature on quality control a case study of a steel manufacturing and construction firm is also presented. Some areas for improvement in the quality arena of this firm are identified based on the results of quality management gained from literature.
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ISO 9001:2000 quality management in a consulting engineering company
- Authors: Pitout, Mark
- Date: 2009-07-29T07:43:30Z
- Subjects: ISO 9001 standard , Total quality management , Engineering firms quality control standards
- Type: Thesis
- Identifier: uj:8594 , http://hdl.handle.net/10210/2855
- Description: M.Ing. , This dissertation provides a study of ISO 9001:2000 based quality management in the consulting engineering environment. The motivation for carrying out this study was to assess why an ISO 9001:2000 based quality management system was not operating effectively in a particular consulting engineering company. A brief literature study of the topic of Quality Management is given, as well as an overview of the ISO 9001:2000 standard. A case study is made of the particular consulting engineering company (called ABC Projects as a pseudonym for the sake of confidentiality). The case study presents the results of two questionnaires, one circulated among the employees of the consulting engineering company, and the other circulated among the directors of the Group that owns the company. The case study also contains an assessment of the company’s quality management system at the hand of the ISO 9001:2000 standard. The assessment highlights various aspects of the company’s quality management system that needed to be improved. The case study concludes with a 6-point plan aimed at improving the operational procedures of the company, as well the quality management system used by the company.
- Full Text:
- Authors: Pitout, Mark
- Date: 2009-07-29T07:43:30Z
- Subjects: ISO 9001 standard , Total quality management , Engineering firms quality control standards
- Type: Thesis
- Identifier: uj:8594 , http://hdl.handle.net/10210/2855
- Description: M.Ing. , This dissertation provides a study of ISO 9001:2000 based quality management in the consulting engineering environment. The motivation for carrying out this study was to assess why an ISO 9001:2000 based quality management system was not operating effectively in a particular consulting engineering company. A brief literature study of the topic of Quality Management is given, as well as an overview of the ISO 9001:2000 standard. A case study is made of the particular consulting engineering company (called ABC Projects as a pseudonym for the sake of confidentiality). The case study presents the results of two questionnaires, one circulated among the employees of the consulting engineering company, and the other circulated among the directors of the Group that owns the company. The case study also contains an assessment of the company’s quality management system at the hand of the ISO 9001:2000 standard. The assessment highlights various aspects of the company’s quality management system that needed to be improved. The case study concludes with a 6-point plan aimed at improving the operational procedures of the company, as well the quality management system used by the company.
- Full Text: