M.Tech. / This study deals with the measurement of customer service quality in an industrial environment. The concept was to measure service quality and then develop a competitive strategy based on this. The mechanism used is the SERVQUAL model. Subsequently reengineering aspects of customer service based on the findings is proposed as a competitive advantage. The study is diagnostic in nature offering insights on the application of a well researched service quality model in an industrial environment. The study was undertaken due to the necessity and position that the research organisation found itself in. Critical factors, that shaped the business environment contributed to the choice of the research. These being : Change Customers Competitors Michael E. Porter shows, in his book Competitive Advantag, creating and sustaining superior performance, that two competitive advantages can be accessed by most organisations, these being cost leadership and differentiation. Adding to this three generic strategies enable competitive advantage(s) through : Cost leadership (low cost production) Differentiation Focus. Based on the above the first and the last strategy, cost leadership and focus respectively, was not feasible for the organisation. The first strategy failed the sustainability hurdle while the last strategy was not entirely applicable. The answer emanated in differentiating from competitors. It was decided to differentiate on customer service. Research was conducted through questionnaires derived from the SERVQUAL model. The original customer questionnaire was modified to suit the research context, an industrial environment. Primary data was gathered via face to face interviews from a sample of 70 customers and 30 employees inclusive of management. Subsequently data was analysed by the SPSS statistical package. Findings are discussed, supported by tables and figures. The conclusions of this study shows that : o The SERVQUAL model is valid and reliable in an industrial environment. o The customer service as it exists is deficient substantiated by negative SERVQUAL gaps. A reengineering intervention can be applied to specific areas based on the findings. The competitive advantage aspect of reengineering customer service in future using the present gaps asbenchmarks

published_or_final_version / Community Medicine / Master / Master of Public Health

M.Cur. / Please refer to full text to view abstract

Thesis (MTech (Business Administration in Project Management))--Cape Peninsula University of Technology, 2019. / This study focussed on the evaluation of quality management at one of the selected South African freight rail construction projects. Transnet Freight Rail (TFR) was selected for its high rate of accidents and injuries that happen on daily basis which affect the company’s operations and profits. The study’s approach was to obtain as much as possible opinions from local and international experts on quality management in construction projects. The opinions were gathered through a number of official journals on the best practices for quality management, comparing all of these practices to that of TFR in order to conclude whether the need for improvement or the change in practicing quality is required. The mixed − method approach was employed, to gather more and accurate data. The strengths of qualitative research approach can make up for the weaknesses of the quantitative research approach, this was the reason why mixed − method was chosen. The targeted population of this study included the internal stakeholders such as quality assurance officers, project managers, project coordinators and project team members. This targeted population was able to provide the accurate information as they are directly involved in the execution of the projects in terms of quality management of the project. A questionnaire was developed and employed as a tool to gather data to satisfy the research questions. This study was a case study because it only focused on TFR Iron Ore line projects. The focus was that, within TFR Iron Ore line, only those who are affected directly by the above mentioned projects were interviewed. The study has revealed that the Total Quality Assurance measures are being ignored at TFR, such as unscheduled quality tours, quality audits, quality control routines, random sampling of errors and record seen defects, and quality monitoring throughout the project life cycle.

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Thesis PlanB (M.S.)--University of Wisconsin--Stout, 2009. / Includes bibliographical references.

Thesis (MTech(Business Administration))--Cape Technikon, Cape Town,1996 / All organisations, profit as well as nonprofit, are increasingly coming to the realization that trying to compete solely on costs leads to ineffectiveness and a weaker financial position. Competing on the basis of product or service differentiation is becoming increasingly futile because products and services are becoming less and less unique. To ensure survival, effectiveness and competitiveness, organisations must provide services of exceptionally high quality. Providing services of high quality has proven to be the single most important factor contributing to organisational success and well-being. Providing services of superb quality also presents an important opportunity for organisational differentiation. A major requirement for successful management is effective measurement. This study is motivated by the limited research and resulting limited literature available on this subject in social work. The development of the SERVQUAL instrument offers a possible reliable and valid device for the measurement of service quality in social work. However, SERVQUAL has not been subjected to rigorous testing for reliability and validity in a social work organisation. In this research SERVQUAL was used to measure the quality of services in a social work organisation. The aim of this research was to determine the applicability, reliability and validity of the instrument in a social work organisation. Attention was given to literature that focuses on service quality, its measurement and management. The empirical research involved executives, social workers and clients of the social work organisation. It was found that SERVQUAL can be applied to social work services and it proved to be a reliable and valid instrument for measuring service quality. However, further research is necessary to improve the quality of services to clients and directions for future research are indicated.

Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2010. / Eskom is embarking on a project that addresses security of supply initiatives, which are live work, high-voltage underground cabling, strategic spares, network planning and design, change management, technical training and contractor development, to strengthen the security and the reliability of the supply chain. This research investigates the causes of poor quality workmanship by the contractors during the construction of network infrastructure. The impact that the contractors have on the network's performance, and the reliability of the supply chain are very important to evaluate, as it is one of the key performance indicators measured for business performance. The quality of workmanship and the best practices that the contractors provide during the construction phase have an impact on the performance of the network, which is why this research will focus on the development of the contractors to improve the quality of workmanship. In the past few years Eskom Distribution Division has experienced numerous electrical faults in the networks, resulting in a loss of power to the customers and loss of revenue to the organisation. Contractor development is one of the methods used to build positive and mutually benefiting relationships between the buyer and the supplier. The method used in this research was through looking at the current practices, from the selection of contractor to development and maintaining of the supplier database. The objectives of the proposed research are to Improve the quality of workmanship of the contractors, Improve the project lead times during construction and investigate contractor development initiatives.

Acceptable product quality is one of the central pillars of customer satisfaction, which is key to customer retention and business success. The quest to improve and maintain good product quality is as old as mankind himself. In the beginning of time, quality involved selecting edible plants, to craftsmanship then later to mass production. As time went on, various individuals and institutions made valuable contributions to quality control methods, tools and techniques as we know them today. The International Organisation for Standardisation initiated quality management standards, provide requirements, specifications and guidelines that can be used to ensure materials and products meet a certain quality level. These quality management systems were adopted by the global automotive organisations, adapted and tailored to suit their requirements. The result was the development of ISO/TS 16949, which is a requirement for all direct manufacturing suppliers to the automotive original equipment manufacturers (OEMs), like BMW, TOYOTA and GM. Some OEMs specify additional requirements their supplier base, in case of General Motors, Quality Systems Basics (QSB) is a mandatory quality management systems requirement. QSB is designed by GM to help suppliers reduce product defects, improve internal efficiencies and improve supply chain processes. A quantitative approach was chosen, which utilised an explorative and descriptive survey questionnaire in order to complete the research study. The study will show that the majority of the respondents believed that the implementation of QSB has resulted in positive implications in their manufacturing process and supply value chain.