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

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