Professional Documents
Culture Documents
APPROVAL PAGE
This is to certify that this project has been read and approved by the
department of purchasing and supply, federal polytechnic Nekede, Owerri in
partial fulfillment for the requirements for the award of Higher National Diploma
(HND) in purchasing and supply.
---------------------------------MR. V.O. CHILAKA
`
(Project supervisor)
---------------DATE
---------------DATE
----------------------------------External Examiner
---------------DATE
ii
DEDICATION
This research work is dedicated to God Almighty who made it possible for me to
pass through a high institution.
iii
ACKNOWLEDGEMENT
I sincerely express my gratitude to God Almighty for the life, good health, finance
and literary ability to carry out this research project.
I wish to convey my deep appreciation to the supervisor who despite his tight
schedule in the office made out time to read and correct this manuscript. His
contribution will always be an imprint in my mind.
And to all those who contributed to the success of this work, I thank you all.
iv
ABSTRACT
The researcher sees to this topic total quality management: A tool for
product satisfaction (A case study of Nigerian Bottling Company (NBC) Owerri
Plant, so as to know what leads to this problem of lack of total quality service. The
problem of this study lies on diversification of product line.
This problem is handled by making investigation through research
question, and hypothesis. The researcher made its sample on population of 159
questionnaires, and sample size of 150. Out of 159 questionnaires, 150 was
completed and 9 was not completed. The researcher presented this work in table,
one of the questions ask in the table is what is the objective of the firms total
quality management? The problem of lack of quality control, substandard product,
lack of confidence towards customers, poor communication, management not
being supportive to its client. The researcher found out that if this problem written
above is properly handled by management, the company will do well, there will be
effective and efficient of communication towards the management and the
workers. The customers are likely to have confidence to their product. The
problem of poor management will be taken care of. There will be quality
checkmate.
Lastly substandard product will be eliminated and the company to liable to
profit maximization.
TABLE OF CONTENT
-
CHAPTER ONE
1.0
Introduction 1.1
Background Of The Study
1.2
Statement Of The problem
1.3
Objectives Of The study
1.4
Research Questions 1.5
Statement of Hypothesis
1.6
Significance Of The Study
1.7
Scope Of The study 1.8
Limitation Of The Study
1.9
Definition Of The Study
-i
- ii
- iii
- iv
-v
- vii
-1
-1
-3
-4
-6
-7
-
CHAPTER TWO
Literature Review 2.0
Introduction 2.1
Total Quality Overview
2.2
Steps That Is Following These Overview with
Explanation 2.3
Principle Of Total Quality Management 2.4
Uses Of Total Quality Management
2.5
Total Quality Management Process And Performance
Process
2.6
Benefit Of Total Quality Management 2.7
Graphically Scale 2.8
Product Satisfaction In Total Quality Management
2.9
Quality Assurance 2.10
Quality Management Control
2.11
Critical Incidence On Total Quality Management
2.12
Quality Control
2.13
Management by Objectives
2.14
Behaviour Of Customer 2.15
Problem Of The Study
2.16
Summary of Literature Review -
-4
-5
-7
-9
- 15
-
- 16
- 17
- 20
-
- 21
- 22
-
- 24
- 25
-27
- 27
- 29
-30
- 31
- 33
- 34
- 34
-35
vi
CHAPTER THREE
Research Design And Methodology
3.0
Introduction 3.1
Background Of The Study 3.2
Research Design
3.3
Sources/ Method Of Data Collection
3.4
Population And Sample Size
3.5
Sample Technique 3.6
Validity And Reliability Of Measuring Instrument
3.7
Method Of Data Analysis -
- 37
-42
- 37
- 37
CHAPTER FOUR
Presentation And Analysis Of Data
4.0
Introduction 4.1
Background Of The Study 4.2
Presentation Of Data
4.3
Analysis Of Data 4.4
Test Of Hypothesis 4.5
Interpretation Of Result (s)
-
- 44
- 59
-
- 44
- 44
- 68
- 68
- 74
-
CHAPTER FIVE
Summary, Conclusion And Recommendations
5.0
Introduction 5.1
Background Of The study 5.2
Summary
5.3
Conclusion 5.4
Recommendations Bibliography Appendix
Appendix II -
- 38
- 38
-39
-41
-41
- 45
- 46
- 66
- 68
- 68
- 70
- 73
- 77
- 78
vii
CHAPTER ONE
INTRODUCTION
This chapter is consist of the background of the study, research questions,
statement of hypothesis, significance of the study, limitation of the study, scope of
the study, definition of terms. In the topic THE ROLE OF TOTAL
MANAGEMENT IN IMPROVING PRODUCT ACCEPTABILITY OF
CONSUMERS (A Case Study of Nigerian Bottling Company (NBC) Owerri
Plant)
.
1.0
1.1
BACKGROUND OF THE STUDY
NBC operates Owerri Plant since 1982 and is located in the capital city of Owerri
in Imo State in South-East Nigeria. The Owerri Plant is responsible for the
production of Coca-Cola, Fanta, Sprite and Schweppes and distribution of all
product categories.
Coca-Cola first arrived in Nigeria in 1951. That same year, the Nigerian Bottling
Company Ltd (NBC) was incorporated to bottle and sell carbonated non-alcoholic
beverages. NBC has the sole franchise to bottle Coca-Cola products in Nigeria.
Coca-Cola was an instant hit with the Nigerian consumer and has remained so.
Over the next six decades, NBC has continued on its journey keeping its promise
of refreshing consumers, strengthening its communities, enriching the workplace
and preserving the environment while recording many memorable milestones
along the way. To mention a few:
1953
Production of Coca-Cola began at a bottling facility in Ebute-Metta, Lagos State.
The same year the company opened its first bottling plant in Apapa.
1960
The year Nigeria gained independence; NBC exceeded the one million cases a
year mark.
1961
Commissioned its second bottling facility at Ibadan, Oyo State and rapidly
expanded its operation over the next couple of years.
1972
Listed its shares on the Nigerian Stock Exchange and became a publicly quoted
company
1991
Acquired the Eva premium water and Schweppes brands.
2000
Became a member of the newly formed Coca-Cola Hellenic Bottling Company
S.A. (an anchor bottling group with operations in 28 countries worldwide.)
2001
Commissioned the first ultra-modern fully automated NBC plant in Benin
2003
1
This is developed to ensure that specifications are consistently met. Fit for
purpose and right for time are the principle of quality assurance.
3. TOTAL MANAGEMENT
A total quality management approach is now seen as essential to long-term
survived in business, including production. A key factor is that everyone in the
company should be involved and committed from the top management to the
bottom of there organization.
1.2
1.
2.
3.
4.
1.3
OBJECTIVES OF THE STUDY
1. To ensure that complete work meets the specification
2. To ensure uniformity and oneness in the organization
3. To reduce customers or clients complaints
4. To increase customers or clients confidence
5. To make the managers feel the best among other managers.
1.4
RESEARCH QUESTIONS
It is against the back drop of the objectives identified earlier that the
questions below become imperative.
a. What is the most effective way to implement total quality management?
b. Does total quality management free in costs of quality service?
c. How do organizations measure quality?
d. Does total quality management effective on profitability and return on
investment?
e. Do you think that money spent on total quality management is necessary?
1.5
STATEMENT OF HYPOTHESIS
The following hypothesis were formulated and tested.
Ho1: Total quality management has no effect on implementing total quality
management.
HA 1: Total quality management has effect on implementing
total quality
management
H02:Total quality management is not free in achieving product satisfaction
HA2: Total quality management helps firms to make profit in achieving product
satisfaction.
1.6
more and better data would have been collected in order to ensure a qualitative
work.
3.
THE HUMAN FACTOR
This affected the quality of this work; it was not easy to establish contact in
Nigerian Bottling Company (NBC) Owerri Plant for the case study as the
researcher was subjected to several interviewers, questioning before allowed
access into premises. Most important documents that would have helped in the
course of this study were classified secret and therefore were kept off from the
researcher.
4.
CONSTANT POWER FAILURE BY PHCN
Due to the unsteady light caused by (PHCN) frustrated the researcher to always
write her project at night where light will be steady but at times PHCN
disappoints by taking the light unexpectedly and thereby putting the researcher
into confusion.
1.9
DEFINITION OF TERMS
1.
TOTAL QUALITY MANAGEMENT
It is defined as a management approach that tries to achieve and sustain long-term
organizational success by encouraging employees feed back and participation,
satisfying customers needs and expectations, respecting societal values and
regulation.
2.
QUALITY SYSTEM
A quality system is a network of processes made up of elements. Elements
includes responsibilities, authorities, relationship functions, plans, policies e.t.c.
The purpose of a quality system is to satisfy quality management requirements and
to assure that customers receive quality products and services.
3.
QUALITY CONTROL
Quality control is defined as a set of activities or techniques whose purpose is to
ensure that all quality management are being met. In other to achieve this purpose,
processes are monitored and performance problems are solved.
4.
QUALITY MANAGEMENT
It relates to checking that the product is of correct quality. Managers perform these
activities to implement their quality policy. These includes, quality assurance,
quality improvement, quality planning and quality control
5.
QUALITY SURVEILLANCE
Quality surveillance is a set of activities whose purpose is to monitor an entity and
review its records to improve that quality requirements are being met.
6.
QUALITY RECORD
A quality record contains objective evidence that shows how well a quality
requirement is being met or how well a quality system element is performing.
7.
QUALITY POLICY
A quality policy statement defines the organizations commitment to quality.
8.
QUALITY PLANNING
5
This term is used to describe the dividend or the level of service the tax payers
derive from the service provided by the government or its agencies.
22.
ANALYSIS
It means to get meaning out of the data.
23.
PURCHASING DEPARTMENT
Is the department that has authority to deal directly with suppliers.
24.
SPECIFICATION
It is the description of any object, material process in sufficient detail to enable its
manufacture and further identical reproduction.
25.
SYSTEMATIC
It is a step by step method of finding solution to a problem.
CHAPTER TWO
LITERATURE REVIEW
2.0
INTRODUCTION
This chapter is consist of total quality overview, steps that is following
these overview with explanation, principle of total quality management, uses of
total quality management, total quality management process and performance
process, benefit of total quality management, graphical scale, product satisfaction
in total quality management, quality assurance, quality management control,
critical incidence on total quality management, quality control, management by
objective, behaviors of customer, problem of the study and summary of literature
review.
2.1
b.
Conduct employees communication and training programme service as
commitment to total quality and provide employees with the necessary skills to
achieve total quality.
c.
Establish quality team; a cross functional quality team includes members
from a variety of employee and management team.
STEP II
According to Arora (2006:156) define measurement of quality as
A. Product and service is as
I. Product and service
II. Competitive
III. Defect error and rejection rates
IV. Guarantee provisions and warranty provisions
V. Logistic indicators
VI. Number and handling of complaints
VII. Product life cycle
VIII. Time to market
Quality can also be measured through:
B. Sales and after sales support
I. .Demand for training
II. Responses rate
C. Loyalty
I. Customers share
II. Duration of relationship
III. Effective recommendations
IV. Frequency, value of orders
V. Life time value
VI. Repeat business
VII. New or lost business
STEP III
Organization measure quality
I. It is by product and service
II. It is by sales and after sales support
III. It is by customer being loyal to our product that we measure quality
STEP IV
Management effective on profitability and return on investment. It is only with
quality products can a firm be a cost leader. Continuous improvement in quality of
products and services and in processes should be a fundamental strategic
objectives and a major item in the balance score card of every firm and
organization.
2.4
12
2.8
GRAPHICALLY SCALE
Outstanding
Leadership
product
service
system
people
procedure
Process
power
13
2.9
QUALITY ASSURANCE
According to Kreinter (2002:51-52) creating an organizational culture
committed to the continuous improvement of skills, team work, work process
product and service quality and customer satisfaction.
This is where organization sees to satisfaction of there customers, value and
excitement. There the customer has confidence in them, that they can render
service with value and quality product. This is what is called quality assurance. No
confidence no quality assurance. The customers believe in the product as the
product among other products. According to my understanding, total assurance
system is express in this form in tabular way below:
PHASE
QUALITY ASSURANCE FUNCTION
Market
Customers need identification
Planning Research & Design
Quality target validation and design
Test for reliability and easy maintenance
Reproduction test
Quality in use after sale.
Customer
2.11
QUALITY CONTROL
According to Kreitner (1995:55) total quality management is as creating
organizational culture committed to the continuous improvement of skills, team
work, and processes product and service quality and customer satisfaction.
Quality control is checking if manufactured product is up to the standard
stated by the organization. There are things to be done while maintaining quality in
an organization.
These are as follows:
1.
Auditing the product that is produce in an organization. This is done to see
if the product has any mistake on it.
2.
Checkmate of product: After Auditing, see if it is the real product needed by
the organization to avoid producing wrongly.
3.
Remove unwanted product or service in order to avoid waste of resource in
organization, those error made during production need to be corrected or removed
to avoid waste.
4.
Keep to specification: check if the product is really what the organization
wants to produce, i.e. the standard needed.
If all these are done in an organization it leads to quality production.
15
2.14
MANAGEMENT BY OBJECTIVES
According to dictionary of management defined management by objective
as a term proposed by the American management.
Drunker (1950:77) defined management to emphasize the important of
setting objectives for and by each individual member of an organization.
Drunker also emphasizes on the element of self control and taking
responsibility for ones own work as an objective and a quantifiable measure of
performance. This senior management through its application in practices has
often been more formalized than Drunker has intended. This is a theory that talk
much on all hand should be on the desk.
Therefore every worker must contribute individually to see to the
successful of this total management quality. It will help in achieving an aim in an
organization.
2.15
BEHAVIOUR OF CUSTOMER
According to Arora (2002:42) customers behaviour towards there products.
Such as quality of shipment, product installation, product operation, product
functional design, service ability, no two customers behaves alike each is unique in
his or her own way so their attitude towards your product or services will be
different. Therefore, profitability and customer satisfaction will depend on how
you customize your products.
2.16
quality product. In doing this, they will reach to the expectation of customers, and
by reaching the customers expectation; it will yield to the profitability of the
organization. Therefore, if quality standard is maintained in any organization it is
certain that the organization is likely to grow to there expectation or stated target.
It is not only that, many members of customers are likely to be maintained by the
organization. It is good for managers to adopt management of total quality.
The success of an organization rests on its ability to manage projects
effectively and efficiently. In doing this (effectively & efficiently) the organization
will grow more than they should grow and the organization will be known by
many people also the manager will be known with good name.
17
CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
3.0
INTRODUCTION
This chapter is consist of the research design, sources/Methods of data
collection, population and sample size, sample technique, validity and reliability of
measuring instrument, method of data analysis.
3.1
RESEARCH DESIGN
The study area is on the design of experiments to become one of the most
popular and efficient tools to explore various operation condition of a process with
goal of reducing cost and improving quality with particular interest in Nigerian
Bottling Company (NBC) Owerri Plant. It is believed that the selected company
will not validate the outcome of the study in any way; rather the facts revealed will
be used in making a good generalization.
3.3
SAMPLE TECHNIQUE
For the purpose of this study, the researcher uses systematic random
sampling techniques. This technique allow9oed the researcher to select the
respondents out of the total population of respondents questioned with space given
in the questionnaire to fill in necessary information response to the question asked
in the questionnaire.
Other method the researcher used in getting data through this technique was
the face to face interview with some of the staff of the company as well as
observation used by the researcher to get factual information related to the study.
3.6
19
X2 = (oij eij) 2
i
eij
Where oij = observed frequency
Eij = Expected frequency
= summation sign
X2 = chi- square
Decision Rule
If x2 cal > x2 tab: Reject H0 but if x 2 cal < x2 tab: accept H0 Degree of freedom =
(r 1) (c 1)
Level of significance = 5%
20
CHAPTER FOUR
PRESENTATION AND ANALYSIS OF DATA
4.0
INTRODUCTION
This chapter consists of presentation of data, analysis of data, testing of
hypothesis, and interpretation of results.
4.1
PRESENTATION OF DATA
The researcher distributed a total number of 159 questionnaires to a
population of 159 workers, but out of the number distributed to the workers, only
150 questionnaires was properly completed by the workers of Nigerian Bottling
Company (NBC) Owerri Plant, Imo State.
4.3
ANALYSIS OF DATA
In this section, attempts are made to analysis the data collected during the
research. The analysis is based on the response from the completed questionnaires.
In the hypothesis, mathematical and statistical techniques will be effective. The
statistical technique used in testing to the chi-square.
Questions that have categorical response are tabulated and analyzed; while
those with full response will not be tabulated rather general observations are made
based on such responses.
Question 1:
Does the company involve in total quality management?
Table 4.1.1
Responses
No of respondents
Percentage
Yes
150
100%
No
0
0
Total
150
100%
21
Question 2:
If yes, how often does the firm practice total quality?
Table 4.1.2
Responses
No of respondents
Percentage
Monthly
0
0
Every 2 months
25
16.7
Quarterly
42
28.0
Semi- annually
3
57.3
Total
150
100%
The table shows that no respondent agreed that the firm practice total quality
monthly, 16.7% said it practice total quality every 2months, 28% said its rendered
quality service quarterly, 57.3% of the respondents agreed that it rendered quality
service semi- annual.
Question 3:
Does seasonal variation affect the firms business?
Table 4.1.3
Responses
No of respondents
Percentage
Yes
10
6.7%
No
140
93.3%
Total
150
100%
93.3% of the respondents said the company is not affected by seasonal variation.
While 6.7% said seasonal variation affects the companys business.
Question 4:
Is it possible to measure quality?
Table 4.1.4
Responses
No of respondents
Percentage
Yes
120
80%
No
30
20
Total
150
100%
80% of the respondents said the organization measure quality while 20% said the
organization did not measure quality in the organization.
Question 5:
If yes, when does the company measure quality?
Table 4.1.5
Responses
No of respondents
Percentage
Before season
3
2.0
During season
5
3.3
After season
2
1.4
None of the above
140
94.3
Total
150
100
22
2.0% of the respondents said that the company measure quality before season,
3.3% said it is during season, 1.4% said it is after season while 94.3 said none of
the above.
Question 6:
What are the objectives of the firms quality management?
Table 4.1.6
Responses
No of respondents
Retaining of customers
30
Image building
33
Attraction of market share
3
To improve quality service
8
All of the above
76
Total
150
Percentage
20.0
22.0
2
5.3
50.7
100%
20% of the total respondents agreed that retaining of customer is the objective of
the firms rendering of total quality service, 22% said it is for image building of
the organization, 2% said is attraction of market share, 5.3 said the objective is to
improve quality service, while 50.7% said all of the above.
Question 7:
Does total quality management has effect on profitability?
Table 4.1.7
Responses
No of respondents
Percentage
Yes
100
80%
No
50
20
Total
150
100%
The table shows that 80% of the respondents said that total quality management
has effect on profitability of the organization, while 20% has it has no effect on
profitability of the organization.
Question 8:
Do you think total quality management is cost free?
Table 4.1.8
Responses
No of respondents
Percentage
Yes
80
53.3
No
70
46.7
Total
150
100%
53.3% of the respondents agree that total quality management helps the
organization to reduce cost, while 46.7% said it does not help the organization to
reduce cost.
Question 9:
23
management in affordable method, 28% said it determine its total quality through
competitive analysis, while 2.0% said it is through objective and task.
Question 13:
Do you think money spent on total quality management is necessary?
Table 4.1.13
Responses
No of respondents
Percentage
Yes
80
53.3
No
70
46.7
Total
150
100%
53.3% of the respondent said money spent on total quality service is necessary,
while 46.7% said it is not necessary.
Question 14:
How would you rate the organizational total quality management?
Table 4.1.14
Responses
No of respondents
Percentage
Informative
65
43.3
Persuasive
35
23.3
Retentive
All of the above
Total
37
13
150
24.7
8.7
100%
Yes
90
60
No
60
40
Total
150
100%
60% of the respondents agreed that market research affects the effectiveness of
total quality service, while 40% said it does not
Question 17:
How would you rate the past sale of total quality management currently?
Table 4.1.17
Responses
No of respondents
Percentage
Effective
80
53.3
Fairly effective
55
36.7
Not effective
15
10
Total
150
100%
53.3%of the respondents agreed that total quality management which is currently
rate in use is effective, 36.7% said it is fairly effective, while 10% said it is not
effective.
Question 18:
Which way do you consider most appropriate for the organization total quality
management? A). Quality control B). Quality assurance C). Quality service D).
Standardization
Table 4.1.8
Responses
No of respondents
Percentage
Quality control
70
46.7
Quality Assurance
35
23.3
Quality service
15
10
Standardization
30
20
Total
150
100%
From the table 46.7% respondents said quality control is the most appropriate
medium for the quality service. 23.3% said it is quality assurance, quality service
was suggested by 10% and 20% recommended standardization.
Question 19:
Do the organization practice total quality management before implementing it?
Table 4.1.19
Responses
No of respondents
Percentage
Yes
60
40%
No
90
60
Total
150
100%
40% of the respondents said the organization practice total quality before
implementing it, while 60% said No.
Question 20:
26
15
30
65
110
To some extent
33
35
No
Total
0
15
3
35
2
100
5
150
= 3.5
= 8.2
27
= 23.3
= 0.5
= 1.2
= 3.3
Contingency Table
Responses
Managers
Yes
15 (11)
To some extent
0 (3.5)
No
0 (0.5)
Total
15
Computation of x2 calculated
Oij
Eij
15
11
30
25.7
65
73.3
0
3.5
2
8.2
33
23.3
0
0.5
3
1.2
2
3.3
Supervisor
30 (25.7)
2 (8.2)
3 (1.2)
35
(Oij Eij)
4
4.3
- 8.3
-3.5
-6.2
9.7
-0.5
1.8
-1.3
Other staff
65 (73.3)
33 (23.3)
2 (3.3)
100
(Oij Eij)2
16.00
18.49
68.89
12.25
38.44
94.09
0.25
3.24
1.69
Total
110
35
5
150
= (1) (2)
=2
X2 tab = x2 0.952 = 5.99
Decision rule:
If X2 cal > X2tab, reject HO
If X2 cal < X2tab, accept HO
Decision: since X2 cal (18.64) > X2tab (5.99), we reject HO and conclude that total
quality management help organization in increasing there profitability.
4.5
30
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.0
INTRODUCTION
This chapter is consisting of summary, conclusion, recommendations,
references and appendix.
5.1
SUMMARY
The researcher in a bid to investigate the application of quality product
rendering quality services to successful positioning in organization embarked on a
field work to sample the opinion of workers of Nigerian Bottling Company (NBC)
which served as the case study.
The data gotten was many, but the following are the summaries of the
findings. It was observed that Nigerian Bottling Company (NBC) sustains long
term survival through quality service. The study review that the objective of
quality service includes quality assurance, quality control consumer tastes,
changing technologies. The analysis further indicated that company render quality
service, but within clients and customers.
This fact stresses the importance of quality assurance of manufacturing
goods. It is obvious from findings that total quality management facilitate the
realization of organization over all objectives. Respondents agreed that total
quality management influence the attitude of customers towards particular
product. In this way, the organization through quality service encourages managers
to plan towards their products rendering of service, attract customer and preferring
the quality assurance of products. The study also revealed that the management
plans for quality assurance as readily as it planned for other important activities in
their business.
The analysis revealed that the management determine how much to spend
in rendering of goods and services. This goes to confirm the opinion of Aroras
(2002:43) when they put quality assurance as most progressive and realistic
method of setting total quality plans to provide that quality service forecast is
correct.
It was also observed that the copy or message of total quality management
is relevant and should be creatively written to appeal to the customers satisfaction
get the desired results. The findings also showed that through quality control there
is effectiveness and efficiency in customers satisfaction. Also it was observed that
standardization of product is adopted as a channel of transmission.
5.4
CONCLUSION
31
1.
From the findings of the study, the researcher concluded that total quality is
essential for a product to be successfully positioned in the mind of the customers,
relative to competing products of other companies.
2.
The researcher concluded that total quality management is mostly necessary
in emphasizing the differential advantage of organization rendering of services to
those of its competitors without contradicting issues.
3.
Successful positioning of products in the minds of customer could lead to
more patronage and retained customers.
4.
The researcher concluded there is a great difference in growth of
organization that adopts total quality service as a communication tools and those
that does not effectively utilize it.
5.
In the analysis of the data of question 11, the researcher concluded that
market research affects the effectiveness of total quality management because 60%
of the respondents agreed on that while 40% does not agree.
6.
The researcher concluded on the question 13 that money spent on total
quality management is necessary because 53.3% of the respondents agreed on that
while 46.7% does not agree.
7.
In conclusion, the researcher concluded that quality control is considered
most appropriate way for the organization total quality management because to
which 46.7% because is the highest number of the respondent while 35 said
quality assurance which is 23.3%, quality service was suggested by 15
respondents which is 10% and 30 respondents recommended standardization
which is 20%.
8.
The research concludes that total quality management helps in building the
image of the company because 53.3% of the respondents agreed on that while 46.7
do not agree.
9.
The research concludes on table 8 that total quality management is cost free
because 80 respondents which represents 53.3% agreed on that while 70 which
represents 46.7% does not.
10.
The researcher concluded that the effectiveness of quality assurance is
seriously affected by the way of the message and information system through
which it was conveyed.
5.5
RECOMMENDATIONS
Having x-rayed the fact collected, presented and analyzed, the researcher
considering the objectives of the study and other relevant factors made the
following recommendations.
1.
The organization should continue to reduce customers or clients
complaints; This plays essential role in the achievement of the firms set
objectives.
2.
Organization should make sure that they increase customers or clients
confidence. The management of Nigerian Bottling Company (NBC), should be
32
more proactive rather than being reactive they should be forward looking identify
opportunities in the market place and move them with the organizational strength.
3.
The firm should improve on the real of products or work produced.
4.
The management should make sure that they prevent poor service rendering
of services, the services should be up to standard that the company has stated.
5.
To ensure that completed work meets the specification.
6.
It was recommended that it will reduce production cost because as the
organization is producing, customers are buying thereby attracting market share
which will yield the company more profit.
7.
And also recommended that it will make the managers feels the best among
other managers not only that the name of the company will be known by the
customers.
33
BIBLIOGRAPHY
Arora C.A (20060. total quality management (3rd edition): India. Educational
printing publishing.
Adin Bit (1980). Quality control in manufacturing companies (2nd edition): grower
press great British.
Computer H.K (1979). Suppliers and material management (2nd edition)
macdonald and even limited Great Britain.
Edward, K.G (2005). Cost management and strategic for Emphasis. United state:
M.C. Graw Hill publishing
Hilton, M.S (2002). Cost management and strategic for Business, united state:
MC. Graw Hill publishing.
Nwachukwu V.O (2005). Principle of statistical inference Peace publishers
Owerri.
Nwachukwu V.O (2005). Introduction to statistics (5th Edition): centre for research
and manpower development publisher Owerri.
Oxford (2006). Dictionary of management, India Education Printing publishing.
Richard B. (1995). Manufacturer, management, united State: Mc. Graw Hill
printing publishing.
Ronald, M.F (1997). Construction management, United State: meastown printing
publishing.
Uduma, o.K (20080. materials management and stores Administration, Imo state:
MC. Uratta printing publishing.
34
APPENDIX 1
Department of business admin & mgt.,
Federal polytechnic Nekede,
P.M.B. 1036,
Owerri, Imo state.
Dear Respondent,
REQUEST TO COMPLETE QUESTIONNAIRE
I am a final year student of the school mentioned above, and I am presently
carrying out a research on THE ROLE OF TOTAL MANAGEMENT IN
IMPROVING PRODUCT ACCEPTABILITY OF CONSUMERS (A Case Study
of Nigerian Bottling Company (NBC) Owerri Plant). And your organization has
been selected as a case-in-point. Please be assured that it is purely for academic
purpose alone.
Therefore your contribution via the completion of the attached
questionnaire will assist me in completing this academic exercise.
I guarantee that all information supplied will be treated with utmost
confidentiality.
Yours faithfully
KANU AUGUSTINE O
35
APPENDIX II
TOPIC: total quality management: A tool for product satisfaction
INSTRUCTION: please tick () in the box produced against each question for
the appropriate answer.
SECTION A: PERSONAL DATA
1. Sex
{
}
a. Male
{
}
b. Female
{
}
2. Age
{
}
a. Under 25 years
{
}
b. 26years 35 years
{
}
3. Marital Status
{
}
a. Single
b. Married
{
}
4. Qualification
{
}
a. O Level
{
}
b. ND/ NCE
{
}
c. HND/ BSC
{
}
5. Position
{
}
a. Manager
{
}
b. Supervisor
{
}
c. Other staff
{
}
SECTION B: GENERAL QUESTIONS
1. Does the company involve in total quality management?
a. Yes
{
}
b. No
{
}
2. If yes, how often does the firm practice total quality management?
a. Monthly
{
}
b. Every 2 months
{
}
c. Quarterly
{
}
d. Semi-annually
{
}
3. Does seasonal variation affect the firms business?
a. Yes
{
}
b. No
{
}
4. Is it possible to measure quality?
a. Yes
{
}
b. No
{
}
5. If yes, when does the company measure quality?
a. Before season
{
}
b. During season
{
}
c. After season
{
}
d. None of the above
{
}
36
a. Yes
{
}
b. No
{
}
17. How would you rate the past sales of total quality management currently?
a. Effective
{
}
b. Fairly effective
{
}
c. Not effective
{
}
18. Which way do you consider most appropriate for the organization total
quality management?
{
}
a. Quality control
{
}
b. Quality management
{
}
c. Quality service
{
}
d. Standardization
{
}
19. Do the organization pretest its total quality implementing it?
a. Yes
{
}
b. No
{
}
20. Do you think total quality management helps in building the image of
organization?
a. Yes
{
}
b. No
{
}
38