The Effect of Total Quality Management on Sales Volume (a Case Study of Nigeria Bottling Company)
CHAPTER ONE
Objective of the study
The following research objectives are to be ascertained;
- To ascertain the effect of total quality management on Nigeria Bottling company
- To ascertain the relationship between total quality management and sales volume of Nigeria Bottling company
- To find out the effect of total quality management on consumers attraction in Nigeria Bottling company
CHAPTER TWO
LITERATURE REVIEW
HISTORY OF QUALITY MANAGEMENT
In order to keep a competitive advantage on the market, organizations have for many years focused on the quality of their products. Different initiatives to increase the quality of products and services have evolved during the years. The early focus, at the beginning of the twentieth century, was on inspection, which included checking that the manufactured products met the specifications. During the past few decades the focus in organizations has shifted from inspection to quality control of products. Through quality control, organizations are trying to identify directly in the process, flaws which can be corrected before producing too many products that do not meet the specifications. In the evolution of the concept of quality, the focus on quality has moved even further quality assurance. Quality assurance has become a recognized practice for planning and preventing problems at the source before starting to manufacture products. The latest focus in the evolution of quality is considered to be on Total Quality Management (TQM), 11 which invokes the application of quality management principles to all aspects of the organization, including customers and suppliers, and their integration with the key business processes (Dale, 1999). The need for quality as a functional component in the formulation of strategies for institutions to implement TQM is clearly outlined by Bilich and Neto (2000) who stated that quality as a macro function of institutions must be present in the day-to-day running of an institution, in aspects such as establishment of policies, the decision process, selection of personnel, allocation of resources, definition of priorities and service delivery to satisfy customer requirements. In addition they stated that the quality approach as a strategic element has brought to institutions a new manner of conceiving quality as it engages the top decision –makers of the institution in effort for better performance in service delivery. According to Dale (2003) and Evans and Dean (2003) quality, reliability, delivery and price build the reputation enjoyed by the institution. Quality is the most important of these competitive weapons and is an extremely difficult concept to define in few words in order to agree on a consensus definition.
THE MEANING OF TOTAL QUALITY MANAGEMENT
Different definitions of TQM have been presented over the years. Some of these definitions are presented below. Oakland (1993) states that ―TQM is an approach for improving the competitiveness, effectiveness and flexibility of a whole organization”. Dale (1999) defines TQM as a management approach of an organization, centred on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society.
CHAPTER THREE
RESEARCH METHODOLOGY
INTRODUCTION
In this chapter, we described the research procedure for this study. A research methodology is a research process adopted or employed to systematically and scientifically present the results of a study to the research audience viz. a vis, the study beneficiaries.
RESEARCH DESIGN
Research designs are perceived to be an overall strategy adopted by the researcher whereby different components of the study are integrated in a logical manner to effectively address a research problem. In this study, the researcher employed the survey research design. This is due to the nature of the study whereby the opinion and views of people are sampled. According to Singleton & Straits, (2009), Survey research can use quantitative research strategies (e.g., using questionnaires with numerically rated items), qualitative research strategies (e.g., using open-ended questions), or both strategies (i.e., mixed methods). As it is often used to describe and explore human behaviour, surveys are therefore frequently used in social and psychological research.
POPULATION OF THE STUDY
According to Udoyen (2019), a study population is a group of elements or individuals as the case may be, who share similar characteristics. These similar features can include location, gender, age, sex or specific interest. The emphasis on study population is that it constitutes of individuals or elements that are homogeneous in description.
This study was carried to examine the effect of total quality management on sales volume . Nigeria bottling company in Aba form the population of the study.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
INTRODUCTION
This chapter presents the analysis of data derived through the questionnaire and key informant interview administered on the respondents in the study area. The analysis and interpretation were derived from the findings of the study. The data analysis depicts the simple frequency and percentage of the respondents as well as interpretation of the information gathered. A total of eighty (80) questionnaires were administered to respondents of which only seventy-seven (77) were returned and validated. This was due to irregular, incomplete and inappropriate responses to some questionnaire. For this study a total of 77 was validated for the analysis.
TEST OF HYPOTHESIS
H1: there is no relationship between total quality management and sales volume of Nigeria Bottling company
H2: there is no effect of total quality management on Nigeria Bottling company
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to ascertain the effect of total quality management on sales volume. In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing total quality management on sales volume
Summary
This study was on the effect of total quality management on sales volume. Three objectives were raised which included: To ascertain the effect of total quality management on Nigeria Bottling company, to ascertain the relationship between total quality management and sales volume of Nigeria Bottling company and to find out the effect of total quality management on consumers attraction in Nigeria Bottling company. A total of 77 responses were received and validated from the enrolled participants where all respondents were drawn from Nigeria bottling company, Aba. Hypothesis was tested using Chi-Square statistical tool (SPSS).
Conclusion
The aim of this study was to test the effect of total quality management on sales volume. TQM practices have positive and significant effect toward organizational sales volume. Competitive advantage has positive and significant effect toward organizational performance. Therefore, organizational sales volume is more influenced by competitive advantage than TQM practices. TQM practices provide best explanation in improving organizational sales volume through competitive advantage dimensions such as price or cost, delivery, innovation and time to market. The better competitive advantage can produce best performance.
Recommendation
Efforts must be made to implement those TQM practices which are not being effectively practiced to help improve on organizational sales volume. There is the need to employ quality functional deployment. This will enable quality systems to be built on customer needs and wants and also exceed customer expectations. When this is done it will help in addressing the issues of poor customer relations as well as prevent loses of customers as a result of not meeting customers‘ expectations in terms of price. It is recommended that the company subscribe to a quality award system. For instance it should subscribe to ISO 72 certification which can help them to put in place all the measures as well as practice TQM to the highest level. This will go a long way to boost customer confidence all over the world in the products of the company.
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