1.1 BACKGROUND OF THE ESSAY
The dynamic changes in the environment particularly as they affect
the tastes and aspirations of consumers, underscore the need to respond
effectively to challenges posed by the changes. On account of
deregulation of our economy, competition has become a major challenge
which chief executives must meet effectively to remain in business. Most
managers agree that if an organisation is to be successful, it must
change continually in response to significant development, such as
customer needs, technological breakthroughs and government regulations
Globalization of market and operations forces organisations to
rethink their quality problems and in turn their overall organisational
competitiveness. In order to be successful in this global market,
organisations should dedicate themselves to improving productivity and
quality in a timely and collaborative manner (Dobyns and Crawford,
In recent times, the concept of customer services has risen to the
centre stage of modern business. As a result of this development, the
management vocabulary is now replete with all kinds of technologies
which are used to describe one and the same thing, customer service.
Among these terminologies are customer satisfaction, customer care,
customer relations, etc (Nwosu, 1996).
To achieve world class customer service, Total Quality Management
(TQM) techniques, supported by management commitment and good
organisation will provide objective means of improving quality and hence
the overall organisational competitiveness (Christopher, 1994).
Total quality management is among the new techniques which modern
organisations now employ with very good effect to secure and keep their
customers permanently satisfied. To this end, the Power Holding Company
of Nigeria is not expected to be left out of this struggle by
organisations, to remain relevant, gain a deeper insight into customers’
expectations of services and the strategies that could be implemented
to achieve a closer fit with wants and needs as well as excel in the
face of the present competitive environment. Total quality management is
therefore a way of managing to improve the effectiveness, efficiency,
flexibility and competitiveness of a business as a whole (Christopher,
The role played by the small business has a vital input in the
socio-economic and welfare development of any nation cannot be
overestimated. There is no doubt that poor quality culture has been the
bane of management in Nigeria.
Problems of meeting products specification, often times, product fail
to meet the specification required by customers because of assignable
causes like; defective materials used, improper setting of equipment,
operational errors, manpower etc. it is not worthy of mention that it
cost the same amount to produce products units problems of variation in
quality of product.
It is against this background that the writer intends to write on the
quality control as a competitive tool for small scale enterprises in
1.2 OBJECTIVES OF THE ESSAY
This objective of the essay is to examine the quality control as a
competitive tool for small scale enterprises. The specific objectives
a. To examine the prospects of TQM in small scale enterprises.
b. To identify if the culture of small scale
enterprises will favour the application of TQM in the organisation.
c. To assess the effect of environmental factors on
the application of TQM in small scale enterprises and organization at
1.3 SIGNIFICANCE OF THE STUDY
The essay is important because it will make tremendous contribution
towards improving the small scale enterprises. In Nigeria generally,
some organisations have adopted the concept of TQM with little or no
literature and academic research undertaken to stress the importance of
quality in an organization.
The essay will help in determining the prospects of TQM in small
scale enterprises. This will in no small measure increase performance in
terms of profitability and customer satisfaction and thus contribute to
knowledge in the field of quality management.
It is hope that this essay will serves as an avenue for managers to
adopt the recommendations in handling the TQM for better economic
development which will invariably lead to customers’ satisfaction. The
essay will also be of immense significance to managers and future
researchers who wish to probe further study on the topic
1.4 SCOPE AND LIMITATIONS OF THE ESSAY
This essay work will be confined to the quality control as a
competitive tool for small scale enterprises in Nigeria.As a management
paradigm based on the principles of total customer satisfaction,
employee involvement, and continuous improvement.
Emphasis in a nutshell, shall focus on TQM, as a concept that holds
that no matter how well you are already doing you can always do better.
In the course of this essay, the writer encountered some natural
limitations which made it difficult but never the less did not affect
the result of the essay. In every writes-up finance is supreme the
insufficiency of fund hampered the speed and thoroughness of conducting
of this essay work. The time limit given for this study deprived the
researcher the opportunity of covering all the expected areas of the
essay. All these were constraints encountered in the course of the