THE IMPACT OF TOTAL QUALITY
MANAGEMENT ON CORPORATE PERFORMANCE
(A CASE STUDY OF NIGERIA BREWERIES PLC)
RESEARCH PROJECT
WRITTEN BY
YOUR NAME
MATRICULATION NO.
PRESENTED
TO THE DISTANCE LEARNING INSTITUTES, UNIVERSITY OF ………. IN PARTIAL FULFILLMENT
OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF BACHELOR OF SCIENCE (B.Sc.)
BUSINESS ADMINISTRATION OF UNIVERSITY OF--------------
DATE
ABSTRACT
This
is a project of about 74 pages. The project focused on the Impact of Total
Quality Management on Corporate Performance – A Case Study of Nigerian
Breweries Plc. In today’s dynamic business environment full of intense
competitions and uncertainties, the ability of an organization to succeed and
to remain viable depends on its ability to offer solutions to consumer’s
problems. Also, the extent to which an organization will remain in business for
a relatively long time is contingent on its ability to meet the quality
expectations of consumers in its product offerings. Therefore, the importance
of total quality management as a veritable tool for corporate success cannot be
over emphasized. This work presented various contributions made in the time
past about Total Quality Management including the works of Edward Deming,
Philips Crosby, and Joseph Juran Trilogy of Management. This study examined how
Total Quality Management contributes to corporate success. Some challenges that
are also being encountered in implementing TQM programmes were also examined. Some
research questions that were examined includes the following:- What is the
impact of TQM on corporate performance? How can TQM increase organizational
efficiency and effectiveness in product delivery? How can organizations improve
on their Total Quality Management programmes? Does TQM increase Corporate and
Brand images? Some hypotheses that were tested include: H0: Total Quality
Management does not increase corporate performance. H0: TQM does not improve on product and
corporate images. H0: TQM does not
increase employees’ working morale. The findings of this study are as stated
below: TQM increases corporate performance; TQM improves on product and
corporate images; TQM increases employees’ working morale; Organizations that
embraces TQM perform better than organizations that does not in terms of
profitability and return on investment.
CHAPTER ONE
INTRODUCTION
1.0 BACKGROUND OF STUDY
This project is titled ‘The Impact of
Total Quality Management on Corporate Performance – A case study of Nigerian
Breweries Plc.
In
today’s dynamic business environment full of intense competitions and
uncertainties, the ability of an organization to succeed and to remain viable
depends on its ability to offer solutions to consumer’s problems. Also, the extent
to which an organization will remain in business for a relatively long time is
contingent on its ability to meet the quality expectations of consumers in its
product offerings. Therefore, the importance of total quality management as a
veritable tool for corporate success cannot be over emphasized.
According
to Aluko M. Gbadamosi G.,Odungbesan O. and Osuagwu L, (1998), Total Quality
Management is a business philosophy that embodies the belief that the
management process must focus on integrating the idea of customer-driven
quality throughout an organization. They further noted that TQM stresses
continuous improvement of product quality and service delivery. The philosophy
underlying the implementation of a Total Quality Management (TQM) strategy is
to see organization’s consumers and clients as the vital key elements to
organizational success. Organizations with TQM strategy see their business
through the eyes of their customers and clients then measure their performance
against customer/client expectations, not through organizational expectations,
Aluko M. Gbadamosi G.,Odungbesan O. and Osuagwu L, (1998) noted.
Total
Quality Management has been variously defined.
In
a book titled “Total Quality Management by Professor John Oakland’s, (1991) TQM
was defined as a way of managing to improve the effectiveness, flexibility and
competitiveness of a business as a whole.
The
United States Department of Defense defines TQM as “both a philosophy and a set
of guiding principles that represent the foundation of continuously improving
an organization.
According
to British Standard BS 570: Part 1: 1992, Section 3.1, TQM is management
philosophy and company practices that aim to harness the human and material
resources of an organization in the most effective way to achieve the objective
of the organization.
Nigerian Breweries Plc are
presently being beset with several TQM
related problems and issues like
high accident rate at production centers, high rate of wastages, increase in
overall production cost.
It is due to these problems that
the researcher sees the need to carry out this research with the aim of finding
lasting solutions to virtually most of the problems facing the organization and
consequently improve corporate profitability.
Nigerian Breweries Plc was chosen
for this project because being a Public Limited Company that is into production
process and the provision of products to the teaming population of Nigerians
and foreigners alike, it offers as an excellent company to be researched upon.
1.1 STATEMENT OF PROBLEM
Any
organization that fails to embrace TQM is most likely to be beset with several
problems which include low product quality, frequency of breakdown of
production system, ineffective production system, high production cost,
inability to meet customers’ orders, loss of customers’ goodwill, and decrease
in revenue.
1.2 THE PURPOSE OF STUDY
The purpose of carrying out this study
to assess the impacts of TQM on corporate performance with particular reference
to Nigerian Breweries Plc. Specifically, the objectives includes the
following:-
1.
To find out how TQM can increase
organizational efficiency and effectiveness in product delivery.
2.
To device the best way to increase the
working morals of the individual employees.
3.
To ascertain whether TQM increase
Corporate and Brand images.
1.3 RESEARCH
QUESTIONS
The
following questions shall be examined in the course of this study:
1.
What is the impact of TQM on corporate
performance?
2.
How can TQM increase organizational
efficiency and effectiveness in product delivery?
3.
How can organizations improve on their
Total Quality Management programmes?
4.
Does TQM increase Corporate and Brand
images?
5.
What are the ways organizations can use
to increase the working morals of the individual employees?
1.4 RESEARCH HYPOTHESES
1. H0: Total Quality
Management does not increase corporate performance.
2.
H0:
TQM does not improve on product and corporate images.
3. H0:
TQM does not increase employees’ working morale.
4. H0: Organizations
that embrace TQM does not perform better than organizations that does not in
terms of profitability and return on investment.
1.5 SIGNIFICANCE OF THE STUDY
The
business environment, organizations operate in these days is filled with
intense competition. The world itself has become a global village. No country
is precluded from the entrance of products from foreign lands. The protective
shields and barriers adopted by the Less Developed Countries to protect their
infant industries are no more effective. Products from advanced societies are
now easily penetrating the markets of the Less Developed Economies because of
improvement in air and sea transport systems. Distance is no longer a barrier
in international business.
Consumers
have become more sophisticated. Their tastes and preferences are ever changing
towards products that meet their expectations in terms of high quality product
and service delivery.
In
the face of all these, it is only those products and services that are able to
satisfy consumers’ tastes and preferences and that are able to offer them
optimum satisfaction that will win consumers’ patronage.
Therefore
to survive in the present day business environment, organizations are left with
no option than to produce products that will be able to satisfy consumers’
needs and meet their expectations in terms of quality.
This
project work, when completed shall offer a reference point for organizations
that are seeking avenues to improve the quality of their products. The
researcher shall in the course of this study identify some benefits that will
accrue to organizations as they adopt TQM. The researcher shall also identify
various strategies and approaches organizations can use to improve on the
quality of their products and to reduce waste. He shall also highlight on the
most efficient way to elicit the interest of the employees and other members of
an organization to embrace TQM. This shall aim at building Total Quality
Consciousness among all members of an organization.
It
is hoped that the findings of this study which shall focus on quality
improvement shall be made available to organizations by hosting this work on
the net and at the library. The society at large shall also benefit from this
work in the sense that when organizations produce high quality products, the
larger society shall be improved.
1.6 OPERATIONAL DEFINITIONS OF TERMS.
Words: Definitions
Brand
Image: Brand
Image is the positive impression or opinion the
public or
society has for a particular product or service.
Bench Marking:
This is a particular standard or typical example for referencing. It refers to
a best-in-class standard for particular product, Service or process.
British Standard (BS): This is just one of the thousands of
standards which have been formalized and agreed either for organizations to
conform to a voluntary basis or in some cases on statutory Basis. In Britain
the British Standards Institute plays a major role in the development of
standards for the whole spectrum of industrial and commercial activities.
Defects: Any non-conformance of an item to
specified requirements.
Effectiveness: Producing the desired result. Effectiveness
is the ability
of something or
somebody to achieve what he/she wants
to achieve. Effectiveness
is goal attainment.
Efficiency: This is the ability to do things well.
It is the degree resources
are used to achieve
a set target.
Non-conformance: The non-fulfillment of specified
requirements.
Pareto Analysis: A way of defining the “critical view”
causes of problems or non- conformances.
Performance: The act of doing something, the level of
success of a machine, car, a product or
a service.
Problem: A variation from the expected or
required result.
Process: Any
task in which some input is translated to an output
through
the action of individuals, machines or chemical or electrical reactions.
Process quality control:
That part of quality control that
is concerned
with
maintaining process variability within the required limits.
Quality: Conformance
to the agreed requirements of the
Customer.
Quality Assurance: All the planned and
systematic actions necessary
to provide adequate confidence to management
and
Customers
that a product or service will satisfy given
requirements for quality.
Quality
control: The
operational techniques and activities that sustain
the product or service
quality specified requirements.
Reliability: The ability of an item to
perform a required function
under stated conditions for a stated
period of time.
Standard: A
level against which things may be judged; a level of
Excellence
aimed at.
Quality circle: Quality
circle is a group of four to twelve people, usually
coming
from the same work area, who voluntarily meet on a regular basis to identify,
investigate, analyze and solve their own work related problems. The circle
presents solutions to management and is often involved in implementing and
maintaining them.
Total Quality Management:
A management philosophy and company
practices
that ensures maximum effectiveness and efficiency within a business and secures
commercial leadership by putting in place process and systems which will
promote excellence, prevent errors and ensure that every aspect of the business
is aligned to customer needs and the advancement of business goals without
duplication or waste of effort.
Wastage: State of being useless, of no
value, rubbish etc.
1.7 DELIMITATION OF THE STUDY
This
project focuses on the Impact of Total Quality Management on Corporate
Performance – A Case Study of Nigerian Breweries Plc. The setting for this
project was limited to Lagos metropolis. This project examines various Total
Quality Management strategies that organizations can use to improve the quality
of their products. The researcher examined features of TQM, Demining’s Fourteen
Principles of TQM, and Joseph Juran’s ten steps to Quality improvement, Philip
Crosby’s fourteen steps for Managing Quality. Key issues to address in
implementing organizational Total Quality Management and TQM Practices in Swift
Talk Nig Ltd were also examined in the course of this study.
1.9 REASONS
FOR SELECTING NIGERIAN BREWRIES PLC AS THE RESEARCHER CASE STUDY
Nigerian
Breweries PLC is Public Limited Liability Company that engages in provision of
world class products to its numerous customers that everywhere in Nigeria and
West African sub region. Nigerian Breweries Plc has a high portfolio of high
quality brands which include Star Larger Beer – the first in its portfolio,
Gulder Larger Beer WHICH WAS LAUNCHED IN 1970, Maltina, the nourishing malt
drink which was introduced in 1976, Legend Extra Stout introduced in 1992,
Amstel Malta 1988, Maltina Sspit 2005, and Fayyrouz 2006. In 2007, the company
introduced Star, Heineken and Amstel Maltna in Cans.
The
Purpose of using Nigerian Breweries is because the organization engages in
production and usually set stands of performance that must be met to ensure
high level quality delivery and customer satisfaction. The organization uses
different production systems and processes. All these were examined in the
course of this study.
REFERENCE
1. Aluko M. et al (1998) Business Policy and Strategy, Lagos: Pumark Nig. Ltd pages 88, 91
2. Asika N. (2004) Research Methodology – A Process Approach, Lagos: Mukugamu and Brothers
Enterprises, Pages 129-134
3.
Fagbohungbe O. (2002), Research
Methods For Nigerian Tertiary Institutions. Lagos: Kotleb
Publishers
The
complete part of this project is available for sale
PROJECT PROPERTIES
|
Project Status
|
Available
|
|
Number
of Chapters
|
5
|
|
Number
of Pages
|
70
|
|
Number
of Words
|
11,311
|
|
Number
of References
|
20
|
|
Project
Level
|
B.Sc.
|
|
Price
|
N10,000
(Non-Negotiable)
|
|
Abstract,
Sample of Questionnaire are included
|
|
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