CHAPTER ONE
1.1 Background To The Study
Total quality management is defined as
the complete commitment to quality in all aspect of the firms
operations. Total quality management is a management approach of
organization, with the objective of attaining quality, through the full
participation of all its members for long term success, customer
satisfaction and benefits to the organization and the public. According
to (Shankar, 2012). Total quality management (TQM) is the significant
approach to improving quality which involves the organizations long term
commitment to a sustained improvement of quality, throughout the firm
with the active participation of all organizational members to meet and
exceed customer’s expectations. (Weihrich and Koontz, 2005) states that
total quality management is the constant effort of identifying with and
catering for the customer needs from time to time. This is in view of
the fact that customer’ needs, desires, and wants changes overtime as
changes occur in the external environment of business. TQM embraces the
culture of continuous improvement of learning and adaptation to
changing customer demands. According to Jones (2011) total quality
management is a management technique is concerned with improving the
quality of the organizations products and services and therefore directs
all efforts to achieving it. NG-Journal of Social Development (2016).
The research therefore seek to investigate Total Quality Management and
its Applications in 7-UP Bottling Company Aba,
Statement of the Problem
The application of TQM provides some benefits to the organization which include
Improving the effectiveness of the
organization in improve the quality of production and client
satisfaction; Ensures a high efficiency through improving the quality of
inputs and outputs without increasing capital volume. Enhances Quality
chains; Quality costs; and enhances efficiency in the organization.
Total quality management is a management approach of organization, with
the objective of attaining quality, through the full participation of
all its members for long term success, customer satisfaction and
benefits to the organization and the public. According to (Shankar,
2012). Total quality management (TQM) is the significant approach to
improving quality which involves the organizations long term commitment
to a sustained improvement of quality, throughout the firm with the
active participation of all organizational members to meet and exceed
customer’s expectations. (Weihrich and Koontz, 2005) states that total
quality management is the constant effort of identifying with and
catering for the customer needs from time to time. This is in view of
the fact that customer’ needs, desires, and wants changes overtime as
changes occur in the external environment of business. However there are
some problems associated with the implementation of TQM which include
the issue of competition in the market. Some competitors equate quality
with high cost and then proceed to lower quality. Problem of poor
management practice in terms of a general lack of higher expectations
affects the implementation of TQM; Poor organization structure which
leads to duplication of duties hinders the smooth implementation of
TQM;.Inadequate resources for total quality management; Some
organization do not have adequate resources to implement TQM while some
lack customer focus; showing that their strategic plan are not customer
driven. Lack of effective measurement of quality improvement; TQM
requires the monitoring of employees and processes, and the
establishment of objectives which anticipate and satisfies the
customer's needs; Poor Planning; The inability of many firms to evolve
strategic plans hinders the implementation of TQM 9. Lack of management
commitment; Resistance of the workforce; Lack of proper
training/Inadequate Human Resource Development also constitute other
problems which hinders the successful implementation of TQM. Therefore
the problem confronting the research is to investigate Total Quality
Management and its Applications in 7-UP Bottling Company Aba
1.2 Objectives of the Study
To determine the nature and significance of TQM
To determine Total Quality Management and its Applications in 7-UP Bottling Company Aba
1.4 Research Questions
What is Total quality Management?
What is the effect of the application of Total quality Management?
1.5 Significance of the Study
The study shall serve as a vital source of information to managers of organizations
1.6 Research Hypothesis
Ho The application of Total Quality Management in 7-UP Bottling Company Aba is not effective
Hi The application of Total Quality Management in 7-UP Bottling Company Aba is effective
1.7 Scope of the Study
The study focuses on the appraisal of Total Quality Management and its Applications in 7-UP Bottling Company Aba
1.8 Limitations of the Study
The study was confronted by some constraints which include logistics and geographical factor.
1.9 Definition of Terms
TQM DEFINED
Total quality management is defined as
the complete commitment to quality in all aspect of the firms
operations. Total quality management is a management approach of
organization, with the objective of attaining quality, through the full
participation of all its members for long term success, customer
satisfaction and benefits to the organization and the public. According
to (Shankar, 2012). Total quality management (TQM) is the significant
approach to improving quality which involves the organizations long term
commitment to a sustained improvement of quality, throughout the firm
with the active participation of all organizational members to meet and
exceed customer’s expectations. (Weihrich and Koontz, 2005) states that
total quality management is the constant effort of identifying with and
catering for the customer needs from time to time. This is in view of
the fact that customer’ needs, desires, and wants changes overtime as
changes occur in the external environment of business. TQM embraces the
culture of continuous improvement of learning and adaptation to
changing customer demands.
Effectiveness is measured by comparing what a process or installation can produce with what they actually produce;
Efficiency is the amount of resources that have to be committed to obtain that output.
Productivity is measured by the
production obtained (effectiveness) versus the invested effort in order
to achieve the result (efficiency); in other words, if we can achieve
more with less effort, productivity increases