CHAPTER FIVE
SUMMARY OF
FINDINGS, CONCLUSION AND RECOMMENDATIONS
5.1 SUMMARY OF
FINDINGS
Total
quality management, is one of the modern approach to management in Nigeria. It
application at the workplace has proved to be useful and result oriented in
Nigeria organizations.
Kia
motors, Lagos have used total quality management to modify their work
processes, as well as to achieve and sustain competitive edge.
Total
quality management as a strategy which are aimed tool on business has enabled
corporate bodies to develop plans and strategies which are aimed at improving
customer satisfaction, and employee and organizational performances.
From
our analysis, it is obvious that the level of participation of the employee in
the planning process determines the workability of total quality management.
This is because in the implementation of total quality management, all the
employees at the workplace need to get involved.
Therefore,
the success of total quality management cannot be felt, if workers do not
participate in the planning but only come in to deliver it. Further still, it
was discovered that the degree of commitment of staff is closely related to the
impact of total quality management at the workplace. Indeed, if the works are
not committed, the aim of total quality management will be defeated. However,
for the employee to be committed, their work schedule must be clearly defined.
They must also understand clearly the working of total quality management.
Furthermore,
it is also evident that the success of total quality management requires
training, retraining and development of the workforce. Training, involves the
improvement of human resources at the workplace. Implicitly, for total quality
management implementation, the workers are supposed to be adequately trained
and retrained about the details and complexities of total quality management.
This will enable the workers to be able to adopt total quality management to
their work.
As
a matter of fact, total quality management as a new philosophy of business
needs to be propagated through the use of constant or regular training of
manpower. As we know, manpower is a complex resource and if change is
introduced without a clear definition and improvement is still of the employee,
the effect of such change will not be ineffective but will produce negative
results.
It
was also observe from our analysis that total quality management implementation
is significant related to customer satisfaction and increase in employee
performance. This is because if the customer’s needs are not adequately
satisfied with appropriate services, it means that the aim of total quality
management concept has not been achieved. To buthness this point, Baridam
(2002), argued that total quality management gives room for increased on
customer focus and satisfaction, improved quality and employee performance.
This assertion is in line with our findings. This assert that total quality
management is very important and a strategic that allows a firms to withstand
their competitors.
5.2 CONCLUSION
Going
by the above findings, we are disposed to conclude that in assessing that
quality management in any organization, the employee must have a focus of customers’
needs, wants and preferences.
This
will facilitate total quality management change process.
Moreover,
the basic requirement for the application of total quality management is
training, retraining and development of manpower, definition of new roles and
constant environment scanning through regular market survey.
Finally,
it was observed that total quality management has been implemented on customers
of Kia motors limited, Lagos to a large extent. The adoption and application
gave rise to improved work processes, improved output, letter attention on
customer’s needs and satisfaction.
5.3
RECOMMENDATIONS
Based
on the above conclusion, the following recommendations are made;
I.
Total
quality management should be handled with care since its primary aim is to
satisfy customers and improve service delivery. The organization must be alert
to errors and inaccuracies resulting from forecasting errors and changing
conditions. However, consumer satisfaction should not be allowed to exert
inflexible control over organizational goals particularly in the face of
changing environment at needs.
II.
Management
should be a matter of fact, involve employees in the planning process, so that
employees participation and commitment will be enhance and guaranteed
management should as a matter necessarily define clearly the role and duties of
employees in impacting total quality management.
III.
Equally,
management should identify training needs, and continuously train to develop
its manpower and motivate employees as this will enhance their performance.
IV.
Finally,
management should also empower motivate employees as this will enhance their
performance.
5.4 SUGGESTIONS FOR FURTHER RESEARCH
Due to obvious limitations to the
study of this nature in terms of the researchers combination of the tedious
bank job with academic work leads, time and resources constrains, I wish to
suggest for further research the measures that can take by tertiary
institutions to improve on their students morale in identifying with the set of
objectives for a higher productivity job satisfaction and self-actualizations.
BIBLOGRAPHY
Adedranadekunle
(1997), Marketing Fundamental Principle and Practice Ibadan: Aerolleltd.
Boone,
i.e. and Kurtz, o.l. (1996), Contemporary Business 8thed. New Dryden
Press. Cliff Bowman and Such d. (1981)
CliffBowman
and Such d. (1981), Strategic Management.
London;
Macmillan Conti. (1993) Building Total Quality
London.
Chapman and Hall inc.
Crossby,
P.B. (1979), Quality is Free New York McGraw Hill Inc.
George,
j.m. and Jones, g.r. (1996), Understanding and Managing Organization Behavior Addison
Wesley Publishing Company incUsa.
Imaga,
e. u. l. (2000), AManual of Corporate Planning and Strategic Business Policy.
It major Objective of Total Quality Management in the Nigeria Context Enugu
Rhycekere
Iwuji,
v.b.c. (ed.) (2001), Research Methods in Education and Social Sciences OwerriJoe
Mankpa’sPublishers.
Juran,
j.m. and Guyan, f.m. (1980), Quality Planning and Analysis New York: McGraw
hill.
Lucky,
i. (1984), Business Administration and Quality Management New York: McGraw ru
Nwachulwu,
c.c (1998), Management: Basic the ORIES and Practices. Aba CheedalGlobal Prints
ltd.
OnyekwereOkaparaet
all (2005), Research for Academic Purposed Enugu’s ed. Denmark publishers ltd.
Oranus,
Seye (1998), Vision for Integrated Development. Total Quality Management: Another
Building Block for the Economic Future of Nigeria Lagos Mac-Dignition Ltd.
Udo,
G. (2003), Modern Methods Enugu Institute for Development Studies UNEC.
Walton,
M. (1996), The Deming Management Method Nulukekee, W.T. Quality Price.
Ye,ada,
Y. and Aeketman, N. (1984), Price Quality
Corrections in Japanese Market.
Japan:
Journal of Consumer Affairs.
Appendix
Name of
University
Faculty of Management
Science
Department of
Business Administration.
Date here
Dear
respondents
I
am a B.Sc or M.Sc student of the above mentioned university. This questionnaire
is designed to elicit relevant information of the assessment on the Total
Management (TQM) as a corporate strategy or growth. A case study of Kia,
Nissan, motors Nigeria limited, Abuja: which is to serve in partial fulfillment
for the award of the (B.Sc) in Management.
Please
kindly provide objective award to the following questions. All information
provided will be treated in strict confidence.
Thank you.
Yours
Faithfully,
APPENDIX II
QUESTIONNAIRES
Instruction: please tick in the box (es) provided
1.
What
is your gender?
(a)
Male
(b)
Female
2.
What
is your educational qualification
a.
WASSCE/NECO/GCE
b.
MSE/MA/MBA
c.
OND/NCE
d.
Ph.D
3.
What
is your working experiences?
a.
1-5
yrs
b.
6-10
yrs
c.
11-15
yrs
d.
16
and above
4.
What
is your age?
a.
20-30
b.
31-40
c.
41-50
d.
50
and above
5.
What
is your department?
a.
Business
b.
Administrative
c.
Personnel
d.
Logistic
6.
What
is your marital status?
a.
Single
b.
Married
c.
Separated
d.
Divorced
e.
Widow/widower
7.
Reward
and recognition on TQM should be based on the fact that good performance
derives more challenging work.
a.
Strongly
agree
b.
Agree
c.
Strongly
disagree
d.
Disagree
8.
The
application of TQM in Kia has made the corporation to be effective and
efficient in the petroleum exploitation, exploration, distribution and
marketing.
a.
Strongly
agree
b.
Agree
c.
Strongly
disagree
d.
Disagree
e.
Undecided
9.
The
total quality management has change the working of Kia employee.
a.
Strongly
agree
b.
Agree
c.
Strongly
disagree
d.
Disagree
e.
Undecided
10.
The
success stood of TQM in Kia is as a result of the following training.
a.
Strongly
agree
b.
Agree
c.
Strongly
disagree
d.
Disagree
e.
Undecided
11.
Management commitment
a.
Strongly
agree
b.
Agree
c.
Strongly
d.
Disagree
e.
Undecided
12.
Corporate
policy and strategy
a.
Agree
b.
Strongly
c.
Disagree
d.
Undecided
13.
TQM
co-ordinators
a.
Strongly
agree
b.
Agree
c.
Strongly
d.
Disagree
e.
Undecided
14.
Steering
committee substance of programme
a.
Strongly
agree
b.
Agree
c.
Strongly
d.
Disagree
e.
Undecided
15.
The
standard of the products can compete effectively with any other product.
a.
Strongly
agree
b.
Agree
c.
Strongly
d.
Disagree
e.
Undecided
16.
Total
quality management requires special training for the workers.
a.
Strongly
agree
b.
Agree
c.
Strongly
d.
Disagree
e.
Undecided
TOTAL QUALITY
MANAGEMENT AS A CORPORATE STRATEGY FOR ORGANIZATIONAL GROWTH
(A CASE STUDY
FOR KIA MOTOR MANUFACTURING COMPANY LAGOS)