A DISSERTATION
PRESENTED
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
ABSTRACT
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).
TABLE OF CONTENT
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