IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF MASTER OF SCIENCE (M.Sc) DEGREE IN MANAGEMENT
THE DEPARTMENT OF MANAGEMENT,
FACULTY OF BUSINESS ADMINISTRATION
M.Sc Work
This dissertation is focused on the Impact of Total Quality Management (TQM) on Performance with a special interest in Nigeria Breweries and Guinness Breweries, Lagos State, Nigeria. TQM is a management approach which aims at incorporating awareness of quality in organizational process. Specifically, the study aimed to pursue the following objectives to: ascertain the impact of TQM on organizational return on investment, identify the challenges posed in the implementation of TQM in organizations, examine the impact of TQM on product wastage and unit cost and evaluate TQM strategy influence on customer satisfaction. The survey research design was adopted for this study. The population of the study is 1550 and the sample size is 318 using Taro Yamane formula. Both primary and secondary data were utilized to collect data for the study. The instruments used for data collection for the study are the questionnaire and guided interview. The hypotheses formulated for this study were tested using the t-test, z-test and Chi-square (X2) respectively. The study found that there is increase in organizational return on investment, that competitive markets and lack of customer focus are the challenges organizations faced in the implementation of TQM; there is a lower level on product wastage and unit cost and TQM strategies increases customer satisfaction. The study concludes that adopting and implementing TQM principles enhanced the organization’s overall performance and finally recommends that continuous TQM education should be undertaking at all levels, even for those firms that have already acquired a high degree of awareness of the concept (TQM).
Declaration i
Approval ii
Dedication iii
Acknowledgements iv
Abstract v
List of Tables vi
CHAPTER ONE: INTRODUCTION
1.1 Background of the Study 1
1.2 Statement of Problem 4
1.3 Objective of the Study 4
1.4 Research question 5
1.5 Research Hypotheses 5
1.6 Significance of the study 5
1.7 Scope of the Study 6
1.8 Limitations of the Study 6
1.9 Profile of Organizations under Study 7
References 11
CHAPTER TWO: REVIEW OF RELATED LITERATURE
2.1 Conceptual Framework 12
2.1.2 Quality Management Principle 16
2.1.3 Organizational Performance 18
2.2 Theoretical Framework 18
2.3 Empirical Review 22
2.3.1 Impact of TQM on Organizational return on Investment 22
2.4 Challenges posed in the Implementation of TQM in Organizations 27
2.5 Impact of TQM on Product Wastage and unit cost 34
2.6 TQM Strategy Influence on Customer Satisfaction 38
2.7 Summary of Related Literature Review 42
References 44
CHAPTER THREE: RESEARCH METHODOLOGY
3.1 Research Design 50
3.2 Sources of Data Collection 50
3.3 Population of the Study 50
3.4 Sample Size Determination 50
3.5 Validity of the Instruments 51
3.6 Reliability of Instrument 52
3.7 Data Analysis/Statistical Techniques 52
Reference 54
CHAPTER FOUR: DATA PRESENTATION IN ANALYSIS
4.1 Data Presentation in Analysis 55
4.2 Testing of Hypothesis 69
4.3 Discussion of Result 76
CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS
5.1 Summary of Findings 80
5.2 Conclusion 80
5.3 Recommendation 80
5.4 Suggestion for Further Studies 81
5.5 Contribution to Knowledge 81
Bibliography 82
Appendix 85
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