This study investigates whether quality management has developed to such an extent that retailers, service repair organisations and consumers are satisfied with product and repair service quality provided by South African manufacturing companies. To investigate these aspects, the colour television industry has been selected because it contains various manufacturing companies of varying sizes and characters, employing different quality policies and performances. It offers relatively standardised products and services, which facilitates intercompany comparisons and employs a simple flow type assembly line process that is representative of other mass production industries. The hypotheses are tested by interviewing four selected populations by means of carefully constructed questionnaires, namely a retail population, a repair service population, a consumer population and a manufacturing population. The empirical results are statistically evaluated in terms of the various manufacturers ability to provide satisfactory product and repair service quality. Consumers and repair service organisations are selected because they represent a broad spectrum of the population with varying, but important opinions on product and repair service quality. Retailers selling colour television receivers are also selected as they play an important role in the management of quality and vary from small independent retailers to large chain stores and discounters. The results obtained from this study show that: • there is a need from the retailers, service repair organisations and consumers for the South African manufacturers to improve the quality of colour television receivers • there is a need by the consumers and the retailers for the manufacturers to improve their repair service quality • there is a need to improve the quality control procedures employed by the colour television manufacturers. / Business Management / D. Com. (Business Management)

This study investigates whether quality management has developed to such an extent that retailers, service repair organisations and consumers are satisfied with product and repair service quality provided by South African manufacturing companies. To investigate these aspects, the colour television industry has been selected because it contains various manufacturing companies of varying sizes and characters, employing different quality policies and performances. It offers relatively standardised products and services, which facilitates intercompany comparisons and employs a simple flow type assembly line process that is representative of other mass production industries. The hypotheses are tested by interviewing four selected populations by means of carefully constructed questionnaires, namely a retail population, a repair service population, a consumer population and a manufacturing population. The empirical results are statistically evaluated in terms of the various manufacturers ability to provide satisfactory product and repair service quality. Consumers and repair service organisations are selected because they represent a broad spectrum of the population with varying, but important opinions on product and repair service quality. Retailers selling colour television receivers are also selected as they play an important role in the management of quality and vary from small independent retailers to large chain stores and discounters. The results obtained from this study show that: • there is a need from the retailers, service repair organisations and consumers for the South African manufacturers to improve the quality of colour television receivers • there is a need by the consumers and the retailers for the manufacturers to improve their repair service quality • there is a need to improve the quality control procedures employed by the colour television manufacturers. / Business Management / D. Com. (Business Management)

The objective of the study was to quantify the evolving scope of quality management as practiced in a sample of companies in South Afiica, and to correlate this with corporate profitability. The empirical data in this study suggests that a more extensive scope of application and practice of quality management and related management practices is related to better organisational profitability. The significant correlations which were demonstrated are: • A focus on results by companies is inversely correlated with Operating Profit Margin. • Quality training, employee communications and internal coordination correlates positively with Net Profit Margin. • The rigorous use of quality standards correlates positively with Net Profit Margin. • Quality control and monitoring correlates positively with Return on Equity. Recommendations flowing from this study include that a broader paradigm of quality management is required, expressed as an integrated model for innovation and change which is holistic rather than fragmented. / Economics / M. Com. (Business Economics)

The objective of the study was to quantify the evolving scope of quality management as practiced in a sample of companies in South Afiica, and to correlate this with corporate profitability. The empirical data in this study suggests that a more extensive scope of application and practice of quality management and related management practices is related to better organisational profitability. The significant correlations which were demonstrated are: • A focus on results by companies is inversely correlated with Operating Profit Margin. • Quality training, employee communications and internal coordination correlates positively with Net Profit Margin. • The rigorous use of quality standards correlates positively with Net Profit Margin. • Quality control and monitoring correlates positively with Return on Equity. Recommendations flowing from this study include that a broader paradigm of quality management is required, expressed as an integrated model for innovation and change which is holistic rather than fragmented. / Economics / M. Com. (Business Economics)