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A case study of total quality management in a manufacturing and construction firm

- Al-Saket, Ammar

  • 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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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

Impact of culture on the application of quality management system

- Antony, Siji

  • Authors: Antony, Siji
  • Date: 2012-07-31
  • Subjects: Quality control , Total quality management , Total quality management - Standards
  • Type: Thesis
  • Identifier: uj:8884 , http://hdl.handle.net/10210/5352
  • Description: M.Ing. , The management of quality in companies has become more and more strategically important over recent years. The emphasis on quality is vital to managing projects and achieving excellence in today’s global economy. Modern petrochemical construction project management has incorporated quality management principles and initiatives in their activities. The Quality Management System is used to ensure that the project will satisfy the requirements for which it was undertaken. Improving project quality in construction requires consideration of culture within the project environment that is often associated with miscommunication and fragmentation. The focus of the thesis is to examine how quality culture can improve the quality in organisation and influence the implementation of Quality Management System in construction industry. The dissertation will comprise of extensive survey of the local academic literature and South African press reports concerning state of construction industry. A questionnaire conducted amongst professionals working in petrochemical industry is aimed to determine the impact of organisational culture on the successful implementation of quality management systems. The objective of this dissertation is to identify inefficiencies and possible improvements that can be achieved in current quality management systems. The dissertation concluded that an improvement in the quality management and quality of construction can only be achieved if quality is embedded in the entire operational and managerial processes of its organizations. The thesis recommends that the South African construction industry would benefit from the development of quality culture that fosters deeper human relationships to improve quality management.
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The application, utilisation and implementation of total quality management in the South African manufacturing industry : a case study

- Baloyi, Themba Amukelani

  • 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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A case study of a quality management system for a professional services company

- Bester, Hendrik Johannes

Total quality management in the supply chain of a petrochemical organisation

- Boikanyo, D.H.

  • Authors: Boikanyo, D.H.
  • Date: 2017
  • Subjects: Quality , Total quality management , Supply chain
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/242026 , uj:24953 , Citation: Boikanyo, D.H. 2017. Total quality management in the supply chain of a petrochemical organisation.
  • Description: Abstract: The objective was to investigate the extent of the use of total quality management (TQM) practices in a supply chain of a petrochemical organisation. TQM is a method by which management and employees can become involved in the continuous improvement of the production of goods and services. It is a combination of quality and management tools aimed at increasing business and reducing losses due to wasteful practices. The study was carried out in the petrochemical industry, which is of economic significance to the country. An existing TQM questionnaire was used and a total of 200 employees were targeted. The questionnaire had a seven-factor structure with acceptable Cronbach Alpha co-efficients. Overall, there was a significant number of employees who agree that total quality management is not practiced within their work areas and leading to a high number of quality related customer complaints. Management and employees are encouraged to be visibly involved in the development of a TQM transformation. TQM requires support from management, long-term strategic decision-making and motivated personnel.
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Total quality management and teacher empowerment

- Botha, Basil

  • Authors: Botha, Basil
  • Date: 2012-09-04
  • Subjects: School management and organization , Total quality management , Teacher-principal relationships , Delegation of authority
  • Type: Mini-Dissertation
  • Identifier: uj:3462 , http://hdl.handle.net/10210/6855
  • Description: M.Ed. , The purpose of this study will be to examine the relationship between leadership styles and empowerment of secondary school teachers in public schools in the Gauteng region. Personal characteristics of the participants' background information on working in collaboration with their principals and with one another as teams in a process of continuous improvement, will be examined to determine the effects these have on the leadership style. The examination of background information in this study is important because it attempts to determine the influence of total quality management on the empowerment of teachers.
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Conceptual development of a centralised support function to facilitate the successful implementation of a reliability centred asset management strategy in a macro coal mining environment

- Botha, Dirk Cornelius Petrus

  • Authors: Botha, Dirk Cornelius Petrus
  • Date: 2012-01-16
  • Subjects: Reliability (Engineering) , Maintainability (Engineering) , Total quality management , Plant maintenance , Coal mines and mining
  • Type: Thesis
  • Identifier: uj:1901 , http://hdl.handle.net/10210/4262
  • Description: M.Phil. , The implementation of a maintenance strategy without taking the uniqueness of the specific business into account, will not necessarily result in a high level of performance. The maintenance function should be developed specifically to support the particular business processes and technology in use. There is presently a large gap between the results obtained through the implementation of the maintenance strategy at a major coal-mining complex and the desired targets to be met. To close the gap, this dissertation suggests that support systems should be implemented to sustain growth and stability. The dissertation specifically proposes the creation of a Central Support Function to support the maintenance strategy, which has been implemented together with the Enterprise Management System (EMS) with the System Application Product (SAP) as an enabler.
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The provisioning of subscriber ports in a modern telephone exchange environment

- Botha, Louis

Quality control in a university laboratory : a study of ISO/IEC-17025 implementation in the thin section laboratory

- Cebekhulu, B. M. B.

  • 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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A proposed TQM model for a cellhouse producing electrolytic manganese

- Coertzen, Wouter Johan

  • 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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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.
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The integration of intrapreneurship into a performance management model

- Foba, Thabo W.L.

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.
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Employee involvement in Total Quality Management initiatives at a South African bank

- Freddy, Charles

  • 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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Strategic advantage through customer value

- Harding, Vernon Victor

  • 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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Predictive maintenance for intensive energy consuming plants, serviced by under-qualified staff : case study

- Ionescu, Dorina

  • Authors: Ionescu, Dorina
  • Date: 2013
  • Subjects: Total Productive Maintenance , Total quality management
  • Type: Article
  • Identifier: uj:4981 , ISSN 2172-038 X , http://hdl.handle.net/10210/13082
  • Description: Maintenance has traditionally been viewed as a separate entity outside the manufacturing process. Total Productive Maintenance (TPM) is a maintenance philosophy designed to integrate equipment maintenance into the manufacturing process [1], [2], [3]. TPM is based on proactive and preventative maintenance and places a strong emphasis on empowering operators to help maintain their equipment, thus reducing to a minimum the small stops, product defects, equipment breakdowns and work related accidents. Total Production Maintenance (TPM) is a necessary part of any successful business, where down time for maintenance is an integral part of the manufacturing process [4], [5], [6]. The maintenance process evolved over the years passing through several phases before reaching the highly efficient TPM phase. The TPM program closely resembles the Total Quality Management (TQM) program [2], [4] where several of the tools used in TQM such as employee empowerment, benchmarking, documentation, etc. are used to implement and optimize TPM. However, there are some essential differences making the TPM process human friendly by shifting the means of attaining the final goal from management systematization and software orientation in TQM, to employees participation and hardware orientation in TPM. This process in highly adequate for plant maintenance in developing countries, where work force is generally under qualified.
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Implementation of a quality management system for a consulting engineering practice

- Jansen, Monro J.

Quality management framework for incubation clusters

- Jura, Dudley

  • Authors: Jura, Dudley
  • Date: 2016
  • Subjects: Business incubators , Total quality management , Business enterprises - South Africa - Quality control , Industrial management - South Africa
  • Language: English
  • Type: Doctoral (Thesis)
  • Identifier: http://hdl.handle.net/10210/213559 , uj:21168
  • Description: Abstract: This research has developed a quality management (QM) framework that incubation clusters can use to grow as well as establish review milestones for their progress. Quality management systems (QMSs) can be used as a vehicle to lead incubators through the various stages of growth. The adoption of a QMS can simplify complexity and ensure success. Small businesses are failing to secure markets due to stringent demands for quality products and compliance issues that can appear unachievable. However, by applying the concepts of QMSs, these problems that restrict market access can be addressed. There must be a progress monitoring tool enshrined in a system for it to realize growth. This tool must be able to trigger the realization that a specific development milestone has been attained. The first two years of this research were spent on developing the framework and in the third year the validation of the framework was the main activity. Data collected during the research was used to validate the developed framework. The sample population comprised incubators in the economic sectors of the South African economy that include construction, mining and mineral processing, jewellers, information technology, floriculture, the motor industry, agriculture, bio fuels, furniture and business development. South African small enterprises and incubators can adopt QMSs to increase sustainability. The need for communities to participate in the economic performance of a country has become urgent. This is as a result of job losses caused by the global economic pressures. Companies are also increasingly being put under pressure to participate in socio-economic development activities of the communities they operate in. At the same time, there is a need to develop the next generation of manufacturing systems in response to the emerging need for manufacturing to be rapidly responsive and customized. Such manufacturing systems need to be able to take advantage of opportunities in global supply chains, and create opportunities for local production, independent of global supply chains. In this way, the economic development of South... , D.Eng. (Engineering Management)
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Totale kwaliteitsbestuur van regsdienste in Suid-Afrika met spesifieke verwysing na dienslewering.

- Kriel, Vera

  • 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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