TABLE
OF CONTENTS
OF CONTENTS
Title
Certification
Dedication
Acknowledgements
Abstract
Table of Contents
CHAPTER ONE
1.0 Introduction
1.1 Historical
Background
Background
1.2 Statement
of Problem
of Problem
1.3
Objectives
of the Study
Objectives
of the Study
1.4
Research
Questions
Research
Questions
1.5
Statement
of Hypothesis
Statement
of Hypothesis
1.6
Significance
of the Study
Significance
of the Study
1.7
Scope
of the Study
Scope
of the Study
1.8
Limitation
of the Study
Limitation
of the Study
CHAPTER TWO
2.0 Literature
Review
Review
2.1 Introduction
2.2 Core
Concepts of TQM
Concepts of TQM
2.3 TQM
and Organizational Culture
and Organizational Culture
2.4 TQM
and Human Resources Management
and Human Resources Management
2.5 TQM
and Manufacturing Company
and Manufacturing Company
2.7 Five
Dimension of Customers Requirement
Dimension of Customers Requirement
2.8
Total Quality Management and
Performance
Total Quality Management and
Performance
2.9
Total
Quality Management and Quality
Improvement versus Cost
2.10 TQM and Quality Control and
Reliability
Measures
Measures
2.11 Management Theories and Practices
Contribution to TQM
2.12 Benefits of Total Quality Management
2.13 Phase of TQM
2.14 The Ten Commandment of Product
Management
Management
2.15 Why Join the TQM Train
2.16 Summary of Knowledge Derwed
From Literature Review
CHAPTER THREE
3.0 Methodology
3.1
Sources
of Data Collection
Sources
of Data Collection
3.2
Data
Collection Instrument
Data
Collection Instrument
3.3
Sample
Size
Sample
Size
3.4
Administration
of the Questionnaire
Administration
of the Questionnaire
3.5
Analysis
of Data
Analysis
of Data
CHAPTER FOUR
4.0 Introduction
4.1 Data
Analysis and Interpretation
Analysis and Interpretation
4.2
Data
Analysis
Data
Analysis
4.3
Analysis
of Data
Analysis
of Data
4.4
Testing for Hypothesis
Testing for Hypothesis
4.5 Discussion
of Result
of Result
CHAPTER FIVE
5.0 Summary, Conclusion and Recommendation
for
Further Studies
Further Studies
5.1 Introduction
5.2
Summary
Of Findings
Summary
Of Findings
5.3
Conclusions
Conclusions
5.4
Recommendation
To Management
Recommendation
To Management
5.5
Recommendation
For Further Studies
Recommendation
For Further Studies
Bibliography
Questionnaire
CHAPTER ONE
1.0 INTRODUCTION
First propounded by a Greek
philosopher, that man seeks to minimize his satisfaction and will this
patronize products that provide him with the best satisfaction’.
philosopher, that man seeks to minimize his satisfaction and will this
patronize products that provide him with the best satisfaction’.
The concept and philosophy of total quality
management is becoming well known and is now widely embraced as an effective
strategy for organisation effectiveness.
management is becoming well known and is now widely embraced as an effective
strategy for organisation effectiveness.
Total quality management (TQM) is an
integrative philosophy of management for continuously improving the quality of
a product through ongoing refinement in response to continues feedback. It is
based on quality management from the customer point of view.
integrative philosophy of management for continuously improving the quality of
a product through ongoing refinement in response to continues feedback. It is
based on quality management from the customer point of view.
Total quality management (TQM) can be
applied to any type of organisation. It is originated in the manufacturing
sector and has since been adopted for use in almost every type of organsiation
imaginable including school, highway maintenance, hotel and churches.
applied to any type of organisation. It is originated in the manufacturing
sector and has since been adopted for use in almost every type of organsiation
imaginable including school, highway maintenance, hotel and churches.
Total quality management (TQM) is a
customer focused performance enhancing tool in which can be applied to any type
of Manufacturer Company. It balances the diver’s elements of business
(leadership strategic planning, human resources development and management
processes management information system (MIS) employee’s external customers and
stakeholders) and aligns then to achieve excel but business results.
customer focused performance enhancing tool in which can be applied to any type
of Manufacturer Company. It balances the diver’s elements of business
(leadership strategic planning, human resources development and management
processes management information system (MIS) employee’s external customers and
stakeholders) and aligns then to achieve excel but business results.
The term that feature prominently in
the above definitions is “CUSTOMER SATISFACTION” Total quality management is a
philosophy that focuses attention on the satisfaction of the customers need as
the customer is the focus of everything
that the company engages in whether external customer for end product or
internal customers who are within the organisation.
the above definitions is “CUSTOMER SATISFACTION” Total quality management is a
philosophy that focuses attention on the satisfaction of the customers need as
the customer is the focus of everything
that the company engages in whether external customer for end product or
internal customers who are within the organisation.
The customers’ importance cannot be
overemphasized in any production or service oriented company.
overemphasized in any production or service oriented company.
According to Wilson 1993 of Xerox corporation who said “it
is the customer and the customer alone who will ultimately determine whether we
succeed or fail as a company services the customer is the responsibility of all
Xerox employee’s”
is the customer and the customer alone who will ultimately determine whether we
succeed or fail as a company services the customer is the responsibility of all
Xerox employee’s”
The customers preference and
requirement should be continuously assessed and analyzed through an effective
research to determine or anticipate the trends in the customer taste. Based on
the conclusion drawn from research findings, products/service can be classified
and modified in form of branding, packaging, quality improvement etc. to meet
or surpass the customers’ needs.
requirement should be continuously assessed and analyzed through an effective
research to determine or anticipate the trends in the customer taste. Based on
the conclusion drawn from research findings, products/service can be classified
and modified in form of branding, packaging, quality improvement etc. to meet
or surpass the customers’ needs.
Customers’ preference and requirement
may relate to speed of delivery of product/service conformance to
specifications, reliability of service, quality of support service etc.
may relate to speed of delivery of product/service conformance to
specifications, reliability of service, quality of support service etc.
Total quality management (TQM), aim
at ensuring continuous improvement in the operations, so that the right product
in the right quality with the right quality at the right price reaches the
customers.
at ensuring continuous improvement in the operations, so that the right product
in the right quality with the right quality at the right price reaches the
customers.
It is important to note that for any
company (organisation to address customers needs and improve it effort to
satisfy these needs, it must become process oriented i.e need to focus on it
processes. Process orientation will require a significant change in the
thinking of most managers. This is because prior to now, managers have essentially
been trained to think in terms of individual actions and objectives. However,
companies are essentially made of People, Processes, System and Strategic.
Anything done as a company is accomplished through steps and actions, which are
components of processes. In order effect positive and productive changes, it is
necessary to examine issues of holistic view point rather than on an
individualistic basic.
company (organisation to address customers needs and improve it effort to
satisfy these needs, it must become process oriented i.e need to focus on it
processes. Process orientation will require a significant change in the
thinking of most managers. This is because prior to now, managers have essentially
been trained to think in terms of individual actions and objectives. However,
companies are essentially made of People, Processes, System and Strategic.
Anything done as a company is accomplished through steps and actions, which are
components of processes. In order effect positive and productive changes, it is
necessary to examine issues of holistic view point rather than on an
individualistic basic.
A process can be this defined as a
service of actions which take an input and turn it into an output that
satisfies the need of both internal and external customers.
service of actions which take an input and turn it into an output that
satisfies the need of both internal and external customers.
A measure of performance plays an
important role in the functioning of any organisation. They are used as means
of improvement of setting overall performance for highlighting the potential
means of improvement of targets and of providing incentive to individual and areas
of profitability, employee loyalty stakeholders satisfaction and assurance of
sustainal growth and earning.
important role in the functioning of any organisation. They are used as means
of improvement of setting overall performance for highlighting the potential
means of improvement of targets and of providing incentive to individual and areas
of profitability, employee loyalty stakeholders satisfaction and assurance of
sustainal growth and earning.
Total quality management (TQM) is
certainly the key to success of business organisation.
certainly the key to success of business organisation.
1.1 HISTORICAL BACKGROUND
The
term total quality was used for the first time in a paper by Feigenbaum at the
first international conference on quality control in Tokyo in 1969. In the 1980 to the 1990s a new
phase of total quality control and management began. This became known as Total
Quality Management (TQM). It developed as a catch all phase for the broad
spectrum of qual;ity. Focused strategic programme and techniques during this
period became the centre of focus for the western quality movement.
term total quality was used for the first time in a paper by Feigenbaum at the
first international conference on quality control in Tokyo in 1969. In the 1980 to the 1990s a new
phase of total quality control and management began. This became known as Total
Quality Management (TQM). It developed as a catch all phase for the broad
spectrum of qual;ity. Focused strategic programme and techniques during this
period became the centre of focus for the western quality movement.
As a preclude to the definition of
TQM other concept existed before its Orihin. Akpell (1996) TQM a tool for
organisation excellence, Nigeria institute of management magazine state that
“management tool such as management by objective (MBO), strategic management, Target
management , organisation and method, work study which were prominent on the
business scene at one time or the other
were swept off by position of pre-eminence by TQM.
TQM other concept existed before its Orihin. Akpell (1996) TQM a tool for
organisation excellence, Nigeria institute of management magazine state that
“management tool such as management by objective (MBO), strategic management, Target
management , organisation and method, work study which were prominent on the
business scene at one time or the other
were swept off by position of pre-eminence by TQM.
Total quality management (TQM) brings
together customer service, product quality, productivity and cost reduction in
a new and powerful combination and possesses it now revolutionary and unique
features such features include the following.
together customer service, product quality, productivity and cost reduction in
a new and powerful combination and possesses it now revolutionary and unique
features such features include the following.
Ø The ability to generate impact
outside the confines on a manufacturing company, TQM has evolved as a
management concept out of the need by companies for continuous quality
improvement and critical importance of increased in profitability and as
competitions becomes very stiff.
outside the confines on a manufacturing company, TQM has evolved as a
management concept out of the need by companies for continuous quality
improvement and critical importance of increased in profitability and as
competitions becomes very stiff.
Ø The ability to reduce dramatic
improvement in manufacturing
improvement in manufacturing
company.
Ø The special recognition of the
customer internal and external as a linch pin in business resulting in the
alignment of all business processes (technical, administrative, human resources
development, Financial auditing e.t.c) to satisfy the customer.
customer internal and external as a linch pin in business resulting in the
alignment of all business processes (technical, administrative, human resources
development, Financial auditing e.t.c) to satisfy the customer.
Ø The inversion of organizational pyramid where employees
in
in
leadership position give up their
command and control role for the more powerful role of coaching, supporting,
enabling and empowering the internal customers to deliver quality.
command and control role for the more powerful role of coaching, supporting,
enabling and empowering the internal customers to deliver quality.
There is no business today that can
afford to ignore customers and the competitors. Therefore manufacturing company
that focus on the quality of service grows faster sometimes twice as fast as
the competitors in the market. This, the above factors gave rise to TQM in Nigeria since
most manufacturing company operate in a volatile business environment where
survival against all odds is the watchword.
afford to ignore customers and the competitors. Therefore manufacturing company
that focus on the quality of service grows faster sometimes twice as fast as
the competitors in the market. This, the above factors gave rise to TQM in Nigeria since
most manufacturing company operate in a volatile business environment where
survival against all odds is the watchword.
1.2 STATEMENT OF PROBLEM
The study of TQM is at great
importance in the manufacturing companies because if they do not perform as
they should, the whole economy would be adversely affected as non- performance
due to non- implementation of appropriate TQM strategies lead to distress.
importance in the manufacturing companies because if they do not perform as
they should, the whole economy would be adversely affected as non- performance
due to non- implementation of appropriate TQM strategies lead to distress.
The advert of TQM is a management
tool used by manufactures to contribute immensely to professional service,
quality delivery and tremendous improvement to aggregate manufacturers’
profits. This problem statement can be made to read this ‘how does TQM impact
in manufacturing company.
tool used by manufactures to contribute immensely to professional service,
quality delivery and tremendous improvement to aggregate manufacturers’
profits. This problem statement can be made to read this ‘how does TQM impact
in manufacturing company.
While significant volume of research
work on TQM could be found on other sectors of the economy especially in
manufacturing company only few exists in the financial sector. An employee that is not properly oriented or
grossly dissatisfied with what obtains in his work[lace could easily cause a
dysfunction to the entire system. Regardless of the study he is expected to
look into the following areas.
work on TQM could be found on other sectors of the economy especially in
manufacturing company only few exists in the financial sector. An employee that is not properly oriented or
grossly dissatisfied with what obtains in his work[lace could easily cause a
dysfunction to the entire system. Regardless of the study he is expected to
look into the following areas.
i.
What
TQM is all about
What
TQM is all about
ii.
Nigeria bottling company plc management
policies and
Nigeria bottling company plc management
policies and
practices in respect of TQM
philosophy.
philosophy.
iii.
The
TQM approach adopted in Nigeria
bottling company plc.
The
TQM approach adopted in Nigeria
bottling company plc.
iv.
The
relative effects of the polices and practices on the company/organisation.
The
relative effects of the polices and practices on the company/organisation.
1.3
OBJECTIVES OF THE STUDY
OBJECTIVES OF THE STUDY
The objectives of the study are to
i.
Identify
the manufacturing organisation policy with a view of
Identify
the manufacturing organisation policy with a view of
determining the comprehensiveness in terms
of scope and level of TQM adopted
of scope and level of TQM adopted
ii.
Determine
the extent of management and employee’s commitment to TQM philosophy.
Determine
the extent of management and employee’s commitment to TQM philosophy.
iii.
Cover
the level and degree of satisfaction by manufacturer customers.
Cover
the level and degree of satisfaction by manufacturer customers.
iv.
Finding
the adequacy of resources committed to the programme
Finding
the adequacy of resources committed to the programme
v.
Analyse,
discuss and examine the effectiveness of TQM in the enhancement of
organizational performance taking into consideration mutual satisfaction of all
principal actors in the process.
Analyse,
discuss and examine the effectiveness of TQM in the enhancement of
organizational performance taking into consideration mutual satisfaction of all
principal actors in the process.
vi.
Determine
to what level has TQM been able to increase productivity to the achievement of
the manufacturing objectives.
Determine
to what level has TQM been able to increase productivity to the achievement of
the manufacturing objectives.
vii.
Provide
useful suggestion on the need for adoption of appropriate TQM ideal with a view
of achieving better performance.
Provide
useful suggestion on the need for adoption of appropriate TQM ideal with a view
of achieving better performance.
1.4
RESEARCH QUESTIONS
RESEARCH QUESTIONS
Questions to guide this research
study include:
study include:
i.
Does
total quality management (TQM) lead to increased performance?
Does
total quality management (TQM) lead to increased performance?
ii.
Is
there any relationship between Total quality management and employee
performance.
Is
there any relationship between Total quality management and employee
performance.
iii.
To
what level is an employee involved in decisions making prior to the adoption
total quality management.
To
what level is an employee involved in decisions making prior to the adoption
total quality management.
iv.
Is
Total quality management comprehensive in term of people process and product/
service?
Is
Total quality management comprehensive in term of people process and product/
service?
v.
To
what extent is the management committed to the programme?
To
what extent is the management committed to the programme?
vi.
Does
manufacturing activities solicit feedback on total quality management from
employee and customer alike?
Does
manufacturing activities solicit feedback on total quality management from
employee and customer alike?
vii.
Has
the manufacturers encountered any contracts on implementation of total quality
management.
Has
the manufacturers encountered any contracts on implementation of total quality
management.
viii.
What
level of resource is committed to the programme?
What
level of resource is committed to the programme?
ix.
How
close is manufacturing companies in achieving its strategic mission and
objectives?
How
close is manufacturing companies in achieving its strategic mission and
objectives?
x.
What
is the level of commitment and support from management top down?
What
is the level of commitment and support from management top down?
xi.
Does
total quality management (TQM) bring about increased profitability
Does
total quality management (TQM) bring about increased profitability
1.5
STATEMENT OF HYPOTHESIS
STATEMENT OF HYPOTHESIS
On the course of this research, two
set of hypothesis will be subject to critical test and analysis.
set of hypothesis will be subject to critical test and analysis.
Ho: The
manufacturing organisation does not have a TQM policy.
manufacturing organisation does not have a TQM policy.
Hi: The manufacturing
organisation has a TQM policy
organisation has a TQM policy
Ho: TQM does
not reduced the cost of bad quality
not reduced the cost of bad quality
Hi: TQM has
reduced the cost of bad quality
reduced the cost of bad quality
Ho: Individual managers does not work together to
achieve the organisation goal
achieve the organisation goal
Hi: Individual managers’
work together to achieve the organisation goal
work together to achieve the organisation goal
Ho: Subordinate
are not friendly in carrying out team assignment.
are not friendly in carrying out team assignment.
Hi: Subordinate are friendly in carrying out team
assignment.
assignment.
Ho: Quality is not
a serious business in a manufacturing company.
a serious business in a manufacturing company.
Hi: Quality is a
serious business in a manufacturing company.
serious business in a manufacturing company.
Ho: Employees
does not try as mush as possible to curb necessary waste.
does not try as mush as possible to curb necessary waste.
Hi: Employees as
try as mush as possible to curb necessary waste.
try as mush as possible to curb necessary waste.
Ho: Customers are not satisfied with the
organisation product
organisation product
Hi: Customers are satisfied with the
organisation product
organisation product
Ho: Service/ product delivery has not enhanced
customers’ loyalty
customers’ loyalty
Hi: Service/ product delivery has enhanced
customers’ loyalty
customers’ loyalty
1.6
SIGNIFICANCE OF THE STUDY
SIGNIFICANCE OF THE STUDY
The study will identify the impacts
of TQM on manufacturing company leading to mutual satisfaction of all their
prospective customers in the relationship moreover the findings of this study
could be explored as inputs for planning and in the formation of relevant
policies concerning employees in the organisation and other business concerns.
The effects of this is that improved performance can be ensured from employees
translating into higher returns on investment (ROI) thereby ensuring the going
concern status and continued existence of the organisation.
of TQM on manufacturing company leading to mutual satisfaction of all their
prospective customers in the relationship moreover the findings of this study
could be explored as inputs for planning and in the formation of relevant
policies concerning employees in the organisation and other business concerns.
The effects of this is that improved performance can be ensured from employees
translating into higher returns on investment (ROI) thereby ensuring the going
concern status and continued existence of the organisation.
1.7
SCOPE OF THE STUDY
SCOPE OF THE STUDY
This research work will endeavour to
focus on Nigeria
bottling company plc, some of its branches and as well as head office and
departments.
focus on Nigeria
bottling company plc, some of its branches and as well as head office and
departments.
The findings of the study may be
generalized to the total quality management (TQM) adopted by other organisation
within and outside the manufacturing industries. Nevertheless, it will give an
insight into the problems and prospects of effective as well as efficient
total quality management 9TQM) implementation and management by other
companies nationwide.
generalized to the total quality management (TQM) adopted by other organisation
within and outside the manufacturing industries. Nevertheless, it will give an
insight into the problems and prospects of effective as well as efficient
total quality management 9TQM) implementation and management by other
companies nationwide.
The study will also be limited to the
employees of the organisation and management. And the intention of the study is
to carryout, among other things, the following:
employees of the organisation and management. And the intention of the study is
to carryout, among other things, the following:
i.
The effect of current total quality management (TQM) approach being adopted.
The effect of current total quality management (TQM) approach being adopted.
ii.
The effect of the past approaches to the survivals of the manufacturer
The effect of the past approaches to the survivals of the manufacturer
iii.
The attitude and acceptance of top level management towards total quality
management (TQM).
The attitude and acceptance of top level management towards total quality
management (TQM).
iv.
To what extent has total quality management (TQM) been able to aid the
manufacturing industry to achieve it objectives.
To what extent has total quality management (TQM) been able to aid the
manufacturing industry to achieve it objectives.
1.8
LIMITATION OF THE STUDY
LIMITATION OF THE STUDY
This study is limitation is a
constraint from time and the liability to retrieve some vital information from
the management and other high net worth customers.
constraint from time and the liability to retrieve some vital information from
the management and other high net worth customers.
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