Effect of Total Quality Management on the Sale of Consumer Goods (a Study of Fan Milk Nig Plc, Ibadan)
CHAPTER ONE
Objectives of the Study
The general objective of the study was to determine the Effect of Total Quality Management on the sale of consumer goods (A study of Fan Milk Nig Plc, Ibadan Specific objectives
- To establish how training and development influences customer satisfaction in Fan Milk Nig. Plc Ibadan.
- To find out the effect of customer orientation on customer satisfaction in Fan Milk Nig. Plc Ibadan.
- To determine the relationship between continuous improvement and customer satisfaction in Fan Milk Nig. Plc Ibadan.
- To examine the extent to which leadership style influences customer satisfaction in Fan Milk Nig. Plc Ibadan.
CHAPTER TWO
LITERATURE REVIEW
Introduction
This chapter deals with theoretical review, empirical review, summery of literature review and research gaps to be filled by the study and conceptual framework.
Theoretical Literature Review
This study was based on the customer satisfaction theories and quality management theories that influence customer satisfaction in Machakos Teachers College.
Quality Management Theory
The theory of Quality Management (QMT) was advanced by Deming (1986). The theory hypothesizes that an element of value administration regulation is that it places obligation regarding producing associations unequivocally at the entryway of best administration (Deming, 1986). The hypothesis expresses that the administration is in charge of the frameworks, and that the framework produces 80 percent of the issues in firms (Hill, 1995). Deming (1986) noticed that no quality administration framework could prevail without best administration duty; the administration puts resources into the procedures, makes corporate culture and furthermore chooses providers and grows long haul connections. Deming’s Quality Improvement Theory gives business an arrangement to wipe out low quality control issues through successful administrative methods.
The theoretical essence of the Quality Management Theory concentrated on quality concerns in the making of an organizational framework that encourages participation and learning for encouraging the usage of process administration rehearses, which,
thus, prompts execution (Anderson, Potocnik and Zhou, 2014). Oakland (2014) focused on that the duties of best administration should lead the pack in changing procedures and frameworks. Administration assumes a pivotal job in guaranteeing the accomplishment of value administration since it is the best administration’s obligation to make and impart the vision to push the firm toward execution enhancement.
Deming’s Quality Management Theory is significant to examine in that quality administration rehearses is a quality administration framework which can be utilized to upgrade nature of items and administrations through ceaseless enhancement and which associations can use to acknowledge execution. TQM is exhibited as an all encompassing methodology which requires client introduction, engaged individuals, consideration regarding the procedure, a great quality framework, and constant enhancement (Deming, 1986). Progressively, County governments are perceiving the vital significance of value and quality administration that compelling quality administration can upgrade their focused capacities and give key favorable position. The theory was used to explain continuous improvement variable.
CHAPTER THREE
RESEARCH METHODOLOGY
Introduction
This chapter is organized under the following subheadings; the research design, target population, sampling techniques and sample size, data collection procedures and instruments, data analysis and ethical consideration.
Research Design
The study adopted a descriptive research design. Kothari (2004) recommend that the use of descriptive research design enables the researcher to make a certain predictions by narrating data and traits of the target population. Through the use of descriptive research the researcher was able to collect data from a larger population cheaply and faster with the use of questionnaires and get conclusive findings.
CHAPTER FOUR
RESEARCH FINDINGS AND INTERPRETATIONS
Introduction
This chapter shows the research findings, presentation, interpretation and discussion of the findings obtained from the field. The chapter presents the background information of the respondents, findings of the analysis based on the variables of the study. Descriptive and inferential statistics have been used to discuss the findings of the study.
CHAPTER FIVE
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
Introduction
This chapter presents summary of the findings, conclusions and recommendations for policy and practice and further recommendations for further studies.
Summary of Findings
The general objective of the study is to determine the effect of quality management practices on customer satisfaction in Fan Milk Nig. Plc Ibadan. The study focused on how training and development, customer orientation, continuous improvement and leadership styles influence customer satisfaction. The study used descriptive research design. The sample size of the study was 175 respondents and data was collected using questionnaires whereby descriptive statistics were used to analyse data and the findings are presented as follows:
The first research objective sought to establish how training and development influences customer satisfaction in Fan Milk Nig. Plc Ibadan and established that training and development influences customer satisfaction to a great extent. It was also established that training and development leads to improved customer service skills, increases productivity and adherence to quality standards and increases job satisfaction and morale among employees thus leading to customer satisfaction.
Conclusions
The study concludes that:
Training and development has positive and significant influence on customer satisfaction in Fan Milk Nig. Plc Ibadan. The college undertakes training programs to its workforce to strengthen their skills that each requires to improve and development programs are carried out to raise the level of their employees so that they all acquire skills and knowledge that are similar.
Customer orientation has positive and significant influence on customer satisfaction in Fan Milk Nig. Plc Ibadan. Customer orientation is essential for achieving customer satisfaction and customer orientation practices primarily affect time-based efficiency. Effective and participative management that focus on customers’ needs could contribute towards a high level of customer satisfaction.
Continuous improvement has positive and significant influence on customer satisfaction in Fan Milk Nig. Plc Ibadan. Continuous improvement is an ongoing incremental improvements where the college continues normal business activities, while constantly seeking out new opportunities to add value to their products, services and processes.
Recommendations
This study recommends that:
Fan Milk Nig. Plc Ibadan should carry out training and development programs for tasks leading to leading to successful business operation, do an in-depth understanding of the institution environment, an insight regarding training and development options and career development approach to weld in employees into organizational effectiveness and knowledge sharing to improve customer satisfaction.
Fan Milk Nig. Plc Ibadan should ensure that employees to be great at customer service they create an institution culture focused on caring. Have a good understanding of what their customers want and establish good lines of communication.
Fan Milk Nig. Plc Ibadan need to continuously improve their products, services, and processes to remain competitive and be able to maintain a work space that is organised and clean, promoting enhanced functionality, efficiency, and productivity.
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