Effect of total quality management implementation at Pfisterer (Pty) Ltd.
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Date
2012
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Abstract
According to history, organisational success is crucial for the sustainability. The main
focus for any business is to retain customers whiles in the process gaining more.
Both Public and Private Sector have identified Total Quality Management as a tool
for survival. TQM is largely used in the private sector; the disadvantage is that there
is little empirical knowledge about whether it works positively or not. This study
contributes to empirical knowledge of the effects of TQM implementation at
PFISTERER a manufacturing firm. This research analyses the relationship between
TQM implementation and four intermediate outcomes which are: teamwork, job
satisfaction, trust, and customer feedback. The study mainly focuses on the
effectiveness of TQM implementation on these outcomes which are deemed crucial.
Quantitative analyses was applied for this study, a random sample of 62 employees
was selected. The results show that TQM implementation does impact positively on
the outcomes which are trust, teamwork, job satisfaction and customer feedback.
The study conducted at PFISTERER revealed that there are positive results that
flow from a well implimented Total Quality Management. Key findings from literature,
fieldwork, conclusions and recommendations are illustrated in this study.
Organisations implementing TQM must ensure that there is top management
commitment. Employees should be empowered to take unilateral decisions, they
must be always be involved in decision-making. This will bring about trust,
teamwork, good customer feedback and job satisfaction.
Description
Master’s Degree. University of KwaZulu-Natal, Durban.