A PROJECT STUDY ON THE ROLE OF TOTAL QUALITY MANAGEMENT IN MANUFACTURING INDUSTRY

CHAPTER ONE

1.0     INTRODUCTION

2.0      1.1 BACKGROUND OF THE STUDY

Quality is complex concept that has become one of the most universally appealing if all management theories. The concept of quality can be understood from several point of view. When Christians or Muslims undertake pilgrimages or go on retreat, they are improving on their spiritual quality. When workers attend courses or workshops, they are improving on the quality of their output. When student arrange, organise and attend seminar and workshop, they are improving on their academic qualities.

A quality revolution is truly a foot in business today. While this explored later) suffice it say that every business today wants to have quality product and services that are better than average) perform to the level needed and are affordable. Quality in the workplace had gone beyond creating a better than average   product at a good price, and now refers to achieving increasingly more competitive price. This includes doing things right the first time rather than making and correcting mistakes. Consider, for a moment, the concept of product quality and excellence in service. You know quality when you see it, you appreciate excellent service when you receive it and you know that neither just happens, for example, when you go to the growth, or market position or the provision of services to the community. With such an elusive definition why is quality the subject of such emphasizes? It is probably true that a least of some companies are successful organizations because they focus on providing quality products and services to customers. According to Philip Kottler (1897:120) quality means “ the totality of features and characteristics of a product or services that bear on its ability to satisfy stated or implied need.

This definition made by Kottler is customer oriented in the sense that whenever a company’s product and services are able to meet or exceed customer’s expectations, quality is aid to have been delivered. Also any company that is capable of satisfying the needs of its customers most of the times is called a quality company. According to Koontz and O. Daniel (1977:128)  total quality management

(TQM) is a system approach to management which aims at continuous increase in value to customers by designing and continuously improving organizational process and systems? In this definition management entails creating a total quality culture bent on continuously improving the performance of every task and value chain activity. However, one leading thinker on total quality management W. Edwards Deming (1982:92) defined quality as a degree of informing and depend ability at a low cost, suited to the market. Another serious thinkers on quality management Dr. Joseph Juran (1985: 120) described  it as fitness for use as judged by the customers. No matter how they define the word, quality theories hold one dictum paramount. Give customers what they want.

1.2 STATEMENT OF THE PROBLEM

Total quality management? (TQM) is a philosophy of total quality integration of the business or organization to achieve results through meeting customer’s requirements first and every time. In order to achieve a successful implementation of TQM, the question that needs to be addressed is “ how can we serve our customers more efficiently as individual managers and as institutions or organization.

The major objective of this study is the implementation of TQM in order to achieve customer satisfaction and enhance productivity through continuous improvement process in a production setting. At the end of this study, one should be able to:

i Understand a new definition of quality as in material, process, product,  employees management. Etc.

ii. Be able to create an environment in which the quality of service or production is the vision concern of not only the quality department but of every staff in the organization.

iii. Understand approaches to achieving unimproved customers public and employee satisfaction

iv. Understand the importance of quality in competition. It is worthy to note that organizations today have quality as their watch word they aim at providing quality products and services to their customers but and up either providing these product/services at a high cost that is not comparable with the market price or providing these product/services at a low cost resulting to poor productivity.

This research topic is designed to create awareness of TQM and ensuring that a thorough understanding and adopting of its concept would yield.

i.            Increased customer loyalties

ii.           Better customer services

iii.         Improved productivity

iv.         Greater efficiency

v.          Increased profit

In the light of the foregoing, the following research question needs to be addressed.

a.  Are workers and managers perceived to practice TQM on an ongoing basis?

b.  What survival strategy/option is open to organizations implementation of total quality concept?

c.   That specific organizational problem militate against the successful implementation of total quality management?

d.  What steps should be taken to improve the quality consciousness of an entire organization?  

1.3 OBJECTIVE OF THE STUDY

The objectives of this study are

1.To identify total quality management strategy which quality controller developed to resolve or accommodate these problem

2. To determine how customer forms their expectations

3. To increase the level of customer’s satisfaction

To identify why the top executives of company should be highly conscious of customer’s satisfaction.

1.4 RESEARCH QUESTION

The pertinent question to ask here are these:

1.  What total quality management strategy have this quality controller developed to resolve or accommodate these problems?

2. How do customers form their expectation?

3. How do we measure the level of customer satisfaction

4. Why should the top executive of the company be highly conscious of customers satisfaction

1.5 STATEMENT OF HYPOTHESIS

Ho: total quality management strategies do not any significance in resolving the organizational problems.

Hi: total quality management strategies have any significance in resolving the organizational problems.

Ho: Formation of customer’s expectation does not have any significance in organization. 

 Hi: Formation of customer’s expectation   have any significance in organization. 

 Ho: the measurement of customers satisfaction does not have any significance in the total quality management of any organization.

Hi: the measurement of customer’s satisfaction plays a significance role in the total quality management of any organization quality management of organization

Ho: The high consciousness of top mangers does not have any significance towards customer’s satisfaction.

Hi: The high consciousness of top mangers have significance towards customer’s satisfaction.

1.6 SIGNIFICANCE OF THE STUDY

This research work would help management and its definition of total quality management and its importance in competitive industries. It would help them to master structural approaches to organizational problems solving including identification of critical success factor and the   mechanism for continuous improvement process.

It will enable Pz cussons to effectively and efficiently establish, maintain and improve lines of communication between the company’s and its publics when a company’s image is well portrayed and accepted by the public through good packaging, there will be customer loyalty, increase market share which will result to high profitability and also help the company to know their outstanding record in the market. It also enables management to determine the cost of hidden wastes in their organization and also know what to do attain would class status in services and product delivery. The students, especially those in higher learning who will undertake related study in future will benefit from it as a source of information. The main significance of the research work.

1.7 SCOPE OF THE STUDY

This study is intended to focus attention on the implementation of total quality management in organizations, with particular reference  to Pz cusson plc of Nigeria where their goal is not only to enhance customer relationship but also to manage the business of being a manager more cost effectively. This study shall also  explore the concept TQM, its evolution benefits and its application in Pz cusson plc of Nigeria.

1.8 LIMITATION OF THE STUDY

The researcher considers time as the most limiting factor. Also satisfaction of customers needs in the organization. We found out that the concept of human relation movement if not jealously guided will cause problems in the organization. One of my constraints, however, was the inadequacy of available data or records within the area of my case study, even where such data existed the uncooperative attitude of some managers and other senior officers of Pz cusson plc of Nigeria prevented those records and data easily assessable for the intended use.

The limited time available within my disposal also posed a major handling on the proper execution of the research paper. Other hindrances include, transportation problems to the areas as well as financial constraints. Some of the workers refused to be interviewed and appointment given to the researcher for interview were not kept.

In all, these problems withstanding the researchers succeeded in getting information required for this study.

1.9 DEFINITION OF TERMS

QUALITY: The quality of a product or service is measured by the extent to which it satisfies the customers.

MANAGEMENT: This is the process of actualising the organizational goals in the most effective and efficient way.

QUALITY CIRCLE: Work group that meets to discuss ways to improve quality and solve production problems.

SYSTEMS: In an organization, the functions and activities that work together to fulfil the purpose of the organization.

TOTAL QUALITY MANAGEMENT: This is the combination of people and system working harmoniously together for the ultimate benefit of the customer.

TOTAL QUALITY: The culture of an organization where continuous improvement is integrated into all activities.

PROCESS: Any interrelated group of work activities that receive inputs from supplier and blends resources to transform and add value to the inputs in order to produce a product to meet customers needs and expectations.

PROCESSES: Group of activities that take an input ass value to it, and provide an output to an internal or external customer.

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