Dissertation submitted in fulfillment of the requirements for the degree Magister Technologiae: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology / The Quality Control laboratory in the South African Breweries (SAB) measures the quality of raw materials to final product to enable the plant to make process changes if required. The brewing laboratory also co-ordinates taste sessions, and maintains and calibrates equipment for the plant. They also have internal verification (Reference control) systems and validation (standards) systems in place to ensure accuracy of measurements. The Service Level Agreement (SLA) scores according to the researcher are low owing to staff cuts and ineffective time management.The aim of this research is to improve SLA scores and to investigate if using SLA scores is the best way to measure service quality in the Quality Control department of SAB. The researcher aims to use SERVQUAL as a measuring tool to measure service quality in conjunction with SLA‟s. Because the laboratory is a service department, it is expected by brewing internal customers that the laboratory provides the plant with quality data and equipment support in the virtual laboratories in the plant. Furthermore it is expected that the service provided will always be of a high standard, and that SLA scores will be of a high standard as well.The major issue with service quality in the SAB laboratory is the low level of SLA scores. The focus areas of SLA‟s currently are:  Quality Assurance (QA)/ Technical/ Production interaction.  Reference control.  Equipment support.  Routine analysis and ad hoc requests.  Trial support.  In process taste requirements.  Package product taste requirements (Routine, profile, trials and flavour stability). The low score of SLA‟S are mainly due to equipment support and reference control. The other factors also contribute to the low score; however the above mentioned two consistently return low scores. The results of service quality are not significantly improved through the use of SLA‟s calling for the requirement to improve service quality using the SERVQUAL instrument.

To stay competitive and to be able to sell high-class products in the modern automobile production it is absolutely necessary to check the quality standard of a manufactured vehicle. The normal measurement strategy to check the quality standard of a completely assembled car is through a complex measurement strategy whilst the vehicle is in the actual series production. This is an immensely time and money consuming process. Furthermore, measurement systems are fixed within a certain position and the flexible measurement of a produced vehicle is very difficult to realize. This project presents a measurement system compliant to all quality guidelines, with which it is possible to measure any mounted component from a completely assembled vehicle wherever and whenever required. For the first time it is possible to measure the vehicle quality and dimensional standard from the first body in white prototype assembled in production up to the completely assembled vehicle delivered to the customer. The result of this project is a measurement system that consists of a hardware tool and a specially programmed software add-on. The complete system could easily be carried to the vehicle that must be analysed. This gives a lot of advantages. Furthermore it is possible to use this developed technology for the whole Volkswagen Company including the other brands like Audi, Skoda and Seat.

Voedseltuisnywerhede (hierna genoem tuisnywerhede) word in 'n toenemende mate van aktuele belang as gevolg van verskeie redes soos die veranderde rol van die hedendaagse vrou en omdat 'n sekere behoefte eie aan vandag vervul word. Bekostigbare voedsel van goeie gehalte is van die uiterste belang. Dit is belangrik om bestanddele van swak gehalte vroegtydig te ontdek voordat produkte van swak gehalte gelewer word en 'n markaandeel verloor word. Tuisnywerhede het 'n verantwoordelikheid teenoor kliente om produkte van goeie gehalte teen bekostigbare pryse te voorsien. Daar word toenemende druk op tuisnywerhede geplaas om produkte van gewenste gehalte te verskaf en om aan kliente se verwagtinge te voldoen. 'n Totalegehaltebestuurprojek kan tuisnywerhede help om hul totale stelsel te ondersoek en te verbeter. In die studie is aile dimensies van die bestuur van gehalte by tuisnywerhede in SuidAfrika ondersoek en geevalueer en 'n TQM model vir tuisnywerhede is ontwikkel. Die probleem is ontleed deur 'n literatuurstudie te doen waarop die empiriese ondersoek gebaseer is. Verskeie inligtingsbronne, in die vorm van artikels, referate en ander geskrewe literatuur oor TQM en tuisnywerhede, is geraadpleeg. 'n Proto-model vir totalegehaltebestuur by tuisnywerhede is uit die literatuur ontwikkel en na die ondersoek aangepas. Die empiriese ondersoek was tweeledig van aard, naamlik op makro- en mikrovlak. Empiriese data is deur middel van posvraelyste aan aile tuisnywerhede in Suid-Afrika verkry. Dieptestudie-ondersoeke deur middel van waarneming, onderhoude en gestruktureerde vraelyste aan tuisnywerheidbestuur, verskaffers en kliente van drie gekose tuisnywerhede is op mikrovlak uitgevoer om hul persepsies oor die gehalte van produkte en bestuur van totale gehalte in tuisnywerhede te ontleed. Die resultate wat uit hierdie studie voortspruit dui daarop dat: • tuisnywerhede wat as 'n handelsko6perasie bedryf word, die meeste voordele bied vir aile partye wat betrokke is. tuisnywerhede met 'n formele gehaltebestuursprogram sonder uitsondering beter resultate toon teenoor die wat nie formele gehaltebestuur toepas nie. • verskaffers se werksfasiliteite nog nooit op enige wyse ge"inspekteer is of vir higieniese praktyke getoets is nie. / Food home industries (hereafter referred to as home industries) are increasingly becoming more important in our society due to several reasons such as the changing role of the modern woman and because a specific need peculiar to today is met. Affordable, high quality food is of the utmost importance. It is essential to identify ingredients of a low standard in good time before poor quality products are supplied and market share is lost. It is the responsibility of home industries to provide the customer with affordable products of a high quality. Home industries are increasingly pressurised to measure up to the customers' expectations and to supply them with top quality products. A total quality management project can assist home industries in examining their total system and can identify areas for improvement. In this study all dimensions of management and quality in home industries were examined and evaluated. A TQM model for home industries was developed. The problem was analysed by means of a literature study on which the empirical investigation was based. Various sources of information such as articles, papers read at conferences and other written literature on TQM and home industries were consulted. A proto model for total quality management for home industries was developed from the literature and was adapted after the investigation. The empirical investigation was executed at both a macro- and a microlevel. Empirical data was obtained through questionnaires distributed to all managers of home industries in South Africa. In-depth studies by means of observation, interviews and structured questionnaires to home industry management, suppliers and customers of three selected home industries were done at microlevel in order to analyse the quality of products and the management of total quality in home industries. The results that emerge from this study indicate that • home industries which are run as trade co-operatives hold more advantages for all parties concerned. home industries which follow a formal quality management programme prove, without exception, to have better results than those which do not implement formal quality management. • the working facilities of suppliers have never been inspected or tested for hygienic practices in any way. / Business Management / DCOM (Sakebestuur)

M.Comm. / Selde in die geskiedenis van die mens was daar so 'n ingrypende mate van verandering soos wat tans plaasvind. Nuwe dinge word daagliks beproef, verbeterde metodes word ontwikkel, bestaande rekords word gebreek en hoer hoogtes word bereik. Die besigheidswereld is insgelyk aan verandering onderhewig. Veranderinge van die afgelope agtien maande behels eerder 'n totale omwenteling vir Suid-Afrikaanse besighede. Skielik is Suid-Afrika weer deel van die internasionale sakegemeenskap. Dit impliseer dat Suid-Afrikaanse besighede met buitelandse maatskappye op die wereldmark op gelyke voet moet meeding. Die voldoening aan IS09000 blyk deel van die internasionale spel te wees. IS09000 is `n internasionale kwaliteitstandaard wat modelle vir kwaliteitstelsels voorstel. Indien Suid-Afrikaanse besighede internasionaal wil meeding, is hierdie 'n belangrike aspek om in gedagte te hou. Hierdie skripsie handel juis oor hierdie eksternse bedreigings (of geleenthede) vir Suid- Afrikaanse besighede. Dit is veral die toepaslikheid van die IS09000-standaard op die ouditprofessie wat onder die loep geneem word. `n Verdere oefening is die ondersoek van die vereistes waaraan voldoen moet word ten einde IS09000-sertifisering te verkry. Die redes en voordele van sertifisering word aangespreek asook literatuur oor die kwaliteitsbestuur. Die huidige mate van voldoening aan die IS09000-standaard by Onderneming A is gemeet. Hierde proses het verskeie gestruktueerde onderhoude met sleutel bestuurspersoneel ingesluit. Die gevolgtrekking waartoe gekom word, is dat Onderneming A tans the aan die IS09000-kwaliteitstandaard voldoen the. Dit is egter the 'n negatiewe weerspieling van die Onderneming of sy mense the, maar eerder te wyte aan die eiesoortige standaard van die vereistes van IS09000. Klem word op die formele dokumentasie geplaas en dit beInvloed die resultaat van die studie. Dit het verder geblyk dat opvattings en persepsies oor die bestuur van kwaliteit van mens to mens, asook oor verskillende posvlalcke heen, verskil. 'n Aksieplan word voorgestel wat Onderneming A in staat behoort te stel om aan die standaardvereistes te voldoen.

A research project submitted to the Faculty of Engineering, University of the Witwatersrand, Johannesburg in fulfilment of the requirements for the degree of Master of Science in Engineering. Johannesburg, 1995. / This project compares the ISO 9000 series with the Deming-based total quality management philosophy. The series are also equated with the Deming prize and the Malcolm Baldrlge National Quality Award as a trilogy in achieving total quality management. Many companies which have implemented total quality management are requiring their suppliers to meet quality standards to assure a consistent product or service. The SABS ISO 9000 series is presently a prevalent method of assessment of suppliers. Concerns that ISO registration would be the only way LV ensure sales to the European Community have partially diminished, while pressure from domestic firms have increased. especially for companies facing competitive bidding from supplier contracts This driving force may result in companies not reaping the advantages of total quality management, as their quality systems are simply designed to meet ISO 9000 requirements, Analysis, primary and secondary research identified weaknesses and strengths of the ISO standards and Awards. Suggestions are made to those companies in the process ofISO registration in moving to a total quality environment.

Voedseltuisnywerhede (hierna genoem tuisnywerhede) word in 'n toenemende mate van aktuele belang as gevolg van verskeie redes soos die veranderde rol van die hedendaagse vrou en omdat 'n sekere behoefte eie aan vandag vervul word. Bekostigbare voedsel van goeie gehalte is van die uiterste belang. Dit is belangrik om bestanddele van swak gehalte vroegtydig te ontdek voordat produkte van swak gehalte gelewer word en 'n markaandeel verloor word. Tuisnywerhede het 'n verantwoordelikheid teenoor kliente om produkte van goeie gehalte teen bekostigbare pryse te voorsien. Daar word toenemende druk op tuisnywerhede geplaas om produkte van gewenste gehalte te verskaf en om aan kliente se verwagtinge te voldoen. 'n Totalegehaltebestuurprojek kan tuisnywerhede help om hul totale stelsel te ondersoek en te verbeter. In die studie is aile dimensies van die bestuur van gehalte by tuisnywerhede in SuidAfrika ondersoek en geevalueer en 'n TQM model vir tuisnywerhede is ontwikkel. Die probleem is ontleed deur 'n literatuurstudie te doen waarop die empiriese ondersoek gebaseer is. Verskeie inligtingsbronne, in die vorm van artikels, referate en ander geskrewe literatuur oor TQM en tuisnywerhede, is geraadpleeg. 'n Proto-model vir totalegehaltebestuur by tuisnywerhede is uit die literatuur ontwikkel en na die ondersoek aangepas. Die empiriese ondersoek was tweeledig van aard, naamlik op makro- en mikrovlak. Empiriese data is deur middel van posvraelyste aan aile tuisnywerhede in Suid-Afrika verkry. Dieptestudie-ondersoeke deur middel van waarneming, onderhoude en gestruktureerde vraelyste aan tuisnywerheidbestuur, verskaffers en kliente van drie gekose tuisnywerhede is op mikrovlak uitgevoer om hul persepsies oor die gehalte van produkte en bestuur van totale gehalte in tuisnywerhede te ontleed. Die resultate wat uit hierdie studie voortspruit dui daarop dat: • tuisnywerhede wat as 'n handelsko6perasie bedryf word, die meeste voordele bied vir aile partye wat betrokke is. tuisnywerhede met 'n formele gehaltebestuursprogram sonder uitsondering beter resultate toon teenoor die wat nie formele gehaltebestuur toepas nie. • verskaffers se werksfasiliteite nog nooit op enige wyse ge"inspekteer is of vir higieniese praktyke getoets is nie. / Food home industries (hereafter referred to as home industries) are increasingly becoming more important in our society due to several reasons such as the changing role of the modern woman and because a specific need peculiar to today is met. Affordable, high quality food is of the utmost importance. It is essential to identify ingredients of a low standard in good time before poor quality products are supplied and market share is lost. It is the responsibility of home industries to provide the customer with affordable products of a high quality. Home industries are increasingly pressurised to measure up to the customers' expectations and to supply them with top quality products. A total quality management project can assist home industries in examining their total system and can identify areas for improvement. In this study all dimensions of management and quality in home industries were examined and evaluated. A TQM model for home industries was developed. The problem was analysed by means of a literature study on which the empirical investigation was based. Various sources of information such as articles, papers read at conferences and other written literature on TQM and home industries were consulted. A proto model for total quality management for home industries was developed from the literature and was adapted after the investigation. The empirical investigation was executed at both a macro- and a microlevel. Empirical data was obtained through questionnaires distributed to all managers of home industries in South Africa. In-depth studies by means of observation, interviews and structured questionnaires to home industry management, suppliers and customers of three selected home industries were done at microlevel in order to analyse the quality of products and the management of total quality in home industries. The results that emerge from this study indicate that • home industries which are run as trade co-operatives hold more advantages for all parties concerned. home industries which follow a formal quality management programme prove, without exception, to have better results than those which do not implement formal quality management. • the working facilities of suppliers have never been inspected or tested for hygienic practices in any way. / Business Management / DCOM (Sakebestuur)

To be submitted in fulfilment of the requirements for the degree MASTER OF TECHNOLOGIAE: In Quality In the Faculty of Engineering AT THE CAPE PENINSULA UNIVERSITY OF TECHNOLOGY, 2012 / Over the last decades, due to the lack of safety concern and inadequate quality management in logistical process, it caused unsafe and poor quality of maize products. Thus, this study looks into the key factors that affect maize exports from South Africa in order to improve the logistical processes and reduce the risks involved in the process. The main risks associated with poor traceability and logistical chain management of maize export, as well as issues pertaining to non-conformance to the different food safety standards were explored. Data were collected a group of food business operators (FBO) (n1=127) and food business inspectors (n2=20) through a number of interviews and a self-administered questionnaire. Data were then analysed by using the SPSS-V19 programme to generate descriptive statistical results to determine the specific needs and gaps within the current system as well as providing recommendations on the specific food safety changes pertaining to the maize export industry. The results showed that there is a lack of understanding among role-players regarding FBO legislation. In the comparison of many large companies, there is only a few small role-players adhere to the legislation pertaining to food safety and traceability. This has impacted on the quality of maize products negatively. This strongly suggested that all role-players that handle maize for export must be registered for FBO codes with Department of Agriculture, Forestry and Fisheries. The study also recommended that the Perishable Products Export Control Board (PPECB) should inspect and confirm the legitimacy of the FBO codes that appears on the maize export documentation. Keywords: Quality, food safety, food business operator, maize export, logistical processes, and traceability.

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 increase in trade between nations and relative decrease in international trade barriers has resulted in wider alternatives for customers all over the world. The resulting increase in global competition has caused organisations to use customer focused and internal strategies to remain competitive. One strategy that applies to both external and internal aspects of the organisation is the implementation and use of ISO 9000 quality systems. ISO 9000 is a set of quality guidelines to which an organisation must modify its own quality systems , in order to achieve ISO 9000 accreditation. ISO 9000 is a marketing tool, but there are additional benefits to using an ISO 9000 quality system. There is an opinion that ISO 9000 is not as beneficial as it should be. This exploratory survey of engineering manufacturing organisations in Durban, South Africa, is to prove that commitment and correct implementation of ISO 9000 will result in expected benefits to an organisation. Additional factors such as size of organisation, duration of ISO 9000 accreditation, degree of internationalisation, method of operation and perceived problems are also related to expected benefits of ISO 9000 accreditation. The results of the survey prove that there is a positive correlation between attitudes of commitment, implementation and degree of internationalisation with expected benefits from using ISO 9000 quality systems. It is further recommended that management commitment and training of all employees is required for ISO 9000 to be successful in an organisation. / Thesis (MBA)-University of Natal, Durban, 2001.

The International Organization for Standardization is one of the most popular quality management systems in the modern business environment. The International Organization for Standardization (ISO) and Total Quality Management (TQM) interface the quality management systems within an organization. Over the last decade, the International Organization for Standardization has established a variety of quality management systems such as ISO9001:2008; ISO14001:2004; ISO10002:2007; ISO13485:2003; ISO9000:2005, ISO 9000:2008, ISO14971:2007; ISO18000:2007, and other ISO quality management systems are facilitating many professionally-run the businesses. This research topic, however, investigates how the ISO 9001:2008 quality management system affects the rubber and plastics industry of South Africa. This research is based on the qualitative and quantitative methods used to ascertain how the ISO 9001:2008 quality management system affects the rubber and plastics industry of South Africa. Samples are selected randomly at 95% confidence levels with a margin of error of 5%. The study was also retrospective in that it relied on the data collected from individuals who had been exposed to the ISO9001:2008 quality management system in the rubber and plastics industry in a South African manufacturing environment. The ISO 9001:2008 quality management system distinguishes between the end results and the means of achieving organizational objectives. The final recommendation after the indepth discussion in Chapter Six is aimed at improving levels of product and service quality; the reduction of product cost; an improvement in the working relationship between employer and employee; increasing customer satisfaction; offering confidence to suppliers, competitors, investors and in business ventures in general, while attaining greater profitability in the rubber and plastics industry of South Africa in particular. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.