In recent years, attempts to find solutions to business and social problems of developing nations have dominated the interest of developmental researchers. This study, in effect, has taken the same approach to finding the problems and solutions to the case of Nigeria Airways Corporation. The study is significant because it analyzed the organizational structure and operation of Nigeria Airways Corporation, with the view of developing a model for implementing TQM. In addition, some specific variables were investigated. The variables were: (1) management commitment, (2) employee involvement in the decision-making process, (3) customer input, (4) continuous improvement, and (5) organizational effectiveness. With the variables of choice, the study was designed and questionnaires were administered to random samples selected from top-level management, middle-level management, lower-level management, and the general public. After collecting the responses, statistical tests such as statistical percentage frequencies, mean analysis, an analysis of variance (ANOVA}, and Scheffe tests which compare the level of significance as specified in the hypotheses, with .05 level of significance were performed. The findings showed statistical differences among the different levels of management, the non-management employees, as well as the general public. The differences were in the organizational structure and operation, decision-making process, and provisions for customer inputs in Nigeria Airways Corporation. The study showed that the adapted model of Total Quality Management is a relevant tool that might remedy the poor performance of the airline. The study recommends the total reorganization of the structure and operation of the airline with a total view of implementing an adapted TQM.

Previous research shows that a good balance between focus on development of existing processes with development of new and innovative products, processes or services has a positive effect on organizational excellence. However, the relationship between these two quality perspectives is not easy to maintain and it is a challenge for every organization to find an appropriate balance between them. Previous research shows also that there is often a striking overemphasis on continuous improvement and stepwise refinement at the expense of working with innovations. Consequently, it has become necessary to find forms for development of the balance between improvement of existing processes and innovations. It is a question of how to manage both exploitation (improvement of existing processes) and exploration (innovations). Being able to manage both exploitation and exploration and maintain a good balance is known as organizational ambidexterity. The purpose of this thesis is to develop existing knowledge of how organisational ambidexterity and innovation can be understood and developed as an approach to increasing customer value in the context of the public sector. In order to meet the purpose, the research behind this thesis was conducted through six studies. The results have been presented in six scientific articles. The analytical focus in the research has been on management of public organization. Thus, the unit of analysis has been public sector management both at national, regional and municipal level. The studies have been conducted with a qualitative approach and data collection has primarily been done through semi- structured interviews. Most of the data has been collected in Sweden. Through the studies, it appears that the current quality practice in the Swedish public sector to a large extent relates to and supports exploitation, but not exploration. The empirical findings give examples of organizations that have a large focus on systematic measurement and control of the work process. An inhibition of increased customer value is indicated in the studied organizations’ current emphasis on exploitation at the expense of exploration. The research also shows that there are a number of impediments for the public organizations studied to combine their current quality practice with an improved ability to explore. It appears that there is a need for development of the leeway for exploration in order to increase the ability to be ambidextrous. The research behind this thesis empirically identifies a number of enablers the public organization may need to work actively with in order to develop organizational ambidexterity. Some of these enabling factors harmonize with quality movement core values. This applies to core values like committed leadership, focus on customers and a holistic system perspective. In addition, the following factors are perceived to be enabling factors for organizational ambidexterity: specific budgets for both exploration and exploitation; development of a culture in which employees feel that they are allowed to make mistakes; a good dialogue both internally and with external stake holders; focusing on the implementation of innovations and clear incentives for work on exploration as well as for work on exploitation. Finally, the empirical data also shows that an enabling factor is to get different professions involved in explorative processes. This can be achieved by working through ambassadors who can promote the explorative processes. The enablers, which have been empirically identified in this research as important for organizational ambidexterity, have also previously been identified by scholars as enablers for innovations. The research behind this thesis contributes to the empirical sorting out which - out of a wide range of factors - may be the most important factors for organizational ambidexterity. / <p>Vid tidpunkten för disputationen var följande delarbeten opublicerade: delarbete 6 accepterat.</p><p>At the time of the doctoral defence the following papers were unpublished: paper 6 accepted.</p>

D.Ing. / A development model for complex products in a multi-disciplinary development environment, is the focus of this research. Currently there are a few development models in use in industry, however it is shown in this research that these models are based on one or at best two development criteria, for instance TQM focuses on quality but the other development criteria do not feature strongly in TQM. The aim of this research is to develop a generic model for the development of complex, multi-disciplinary products, such as missiles, that have at least mechanical and electronic engineering involvement. The researcher presented a rationale and a problem statement as the starting point of the research. The problem being the scarcity of a development model that includes the TRAMM development criteria into the early stages of development in a multi-disciplinary environment for complex products. The problem statement stipulated the environment and the research essence. The need for a development model that includes TRAMM in a multi-disciplinary development environment for complex products is emphasised. The research objectives and the main definitions used in this research are given. The TRAMM criteria are clearly defined. The TRAMM criteria were emphasised. Currently these development criteria are each researched in an isolated, specialist field. It is shown that not all the TRAMM criteria are included in the current development models. However, the TRAMM criteria as isolated development criteria are fields well documented except in a methodology on how to implement these in the early stages of development. The TRAMM criteria are currently add-on development. The intention with this research is to integrate the TRAMM criteria into the early stages of the development. The researcher gives the possible methodology to include the TRAMM criteria in a development model. The current development models are introduced. The investigated development models are DFR/DFM, IPD, TQM and CE. The strong and weak characteristics of each model are highlighted. A possible methodology on how to incorporate the strong development criteria of the specific model in an integrated development model. The five development phases of the MPS development model are discussed. The MPS development model consists of a number of modules that are used for certain development tasks within the global development process. The contingency and processes of this modular model are one of the major problems. An integrated development model should solve this problem. The MPS development model is the basis for the IPS model. Two product developments based on the MPS model are identified and discussed. During the development of these products, requirements were raised and further development criteria were identified and included in the MPS development model. The development criteria that are introduced in these two developments are highlighted and possible methods on how to include it in an integrated model are discussed. Summaries of four of the literature-surveyed models are ascertained before it is evaluated. An evaluation matrix consisting of 84 development criteria is proposed. This matrix is based on the literature-survey and the current development models. This matrix includes development criteria from these models. The matrix incorporates the TRAMM criteria, management, design, organisation and project policies. The matrix makes a comparison between the different development models including the MPS model. It is clear from the comparison that the different models were developed with a certain aspect of development in mind. These models do not include all the development criteria given in the 84 criteria evaluation matrix. A model is proposed that includes these criteria and that can be tailored according to certain user requirements. An integrated model that includes the criteria given in the evaluation matrix, which includes the TRAMM criteria, is required. Such a model is proposed. This model is named the IPS development model. The IPS development model for development in a multi-disciplinary environment is described. This model is based on the MPS and literature-surveyed development models. From the evaluation matrix, it is clear that some of the criteria are not included in any of the literature-surveyed models or the MPS development model. The inclusion of these criteria in the IPS model is part of the contribution of this research. The research contributions are highlighted. The IPS development model is a model for development in a multi-disciplinary environment for complex products. It can be tailored for various fields including mechanical and electrical development fields. The IPS model concentrates on a 5-phase development structure. This structure concentrates on the management aspects of development. Once the management phase (phase 0) is in place, the development can start. This phase is called the concept, exploration and definition phase (phase 1). During this phase the concepts are explored and defined. In phase 1, no hardware is built. Hardware that demonstrates new technology or reduces design risk is the only exception to this rule. If all the concepts are explored, the demonstration and validation phase (phase 2) can start. The demonstration and validation phase includes the TRAMM criteria of the development. Phase 3, the full-scale engineering development phase is the phase where the hardware is designed and this phase includes the design aspects of the development. Phase 3 is the last phase covered in this research; the other two phases are the production, commissioning and support phases. These phases are included as the framework for the feedback path of the development. The IPS development model is circulated in one of the intended development environments and evaluated. The respondent's results show that most of the criteria in the evaluation matrix are significant the development. On an average scale, the TRAMM criteria are regarded as more than 75% important in this specific multi-disciplinary development environment.

M.A. / South Africa is situated within a semi-arid part of the world which is characterised by high seasonal variability in terms of rainfall and runoff, with high evaporation rates. This causes streamflow to be relatively low for most of the year, with seasonal sporadic high flows. Further stress is applied to the water resource through population growth, increased urbanisation and industrial activities. The study area is considered to be the most populated of the Upper Vaal Water Management Area (WMA), which is the most important WMA in terms of economic productivity in South Africa. This research report focused on assessing the temporal and spatial variations of pollution between four different sampling points located in the Vaal Barrage Reservoir, which is located in the heart of the Upper Vaal WMA. The Vaal River Barrage Reservoir forms a 64 kilometres long water body with an estimated total storage capacity of 63 million litres of water. The four sampling points are V2 (Vaal River at Engelbrechts Drift Weir); VRB 24 (Vaal River Barrage at 24 km); VRB 37 (Vaal River Barrage at 37 km) and V17 (Vaal Barrage Reservoir Outlet). The aim of this research is to determine the type of physical and chemical pollutants within the Vaal River Barrage which currently poses the biggest problem to river health. The spatial and temporal differences of the pollutant loads are established and discussed. In addition, it is determined what the seasonal influence of rainfall has on the water quality measured at the four different sampling points. Chemical pollutants which currently pose the biggest threat in terms of water quality for the Vaal Barrage Reservoir are Phosphates, Electrical Conductivity and Sulphates. These three water quality variables do not comply with the minimum standards as set by Rand Water. The occurrence of these pollutants in the Vaal River can be explained by the vast inputs of return flow water from sewage treatment plants, underground mine water and discharge from industries. Microbiological factors were not taken into consideration for this dissertation, due to the unavailability of the data for most of the sampling sites for the majority of the study period. It was found that there are seasonal variations in terms of water quality at three sampling points: VRB24, VRB37 and V17. Sample point V17 had the highest inverse correlation for the three pollutants which pose the biggest threat to the health of the Vaal Barrage Reservoir water body. This implies that high seasonal variability occurs in the pollutant load at this sampling point. Sample point V2 had extremely low inverse correlation figures, which implies that rainfall has little or no impact on the level/concentration of a pollutant. This can be explained by two factors. Firstly the dilution effect which water released from the Vaal Dam has due to the close proximity to V2. Secondly because urban, mining and industrial activities are much less evident at this point, and subsequently return flows are less.

M.Ing. (Engineering Management) / The recent quality revolution has improved companies’ competitive positioning; they can utilise quality tools and methodology to improve performance in their markets and businesses. These tools have become easily attainable and popular due to the Internet. However, the Internet has also created higher consumer demand for quality products. The implementation of a quality management system is an effective method to improve product quality as well as improving business performance through documented and managed processes and activities. The ISO 9001 standard and the Total Quality Management (TQM) philosophy are the most popular quality management systems used globally. For the current research, a case study was performed on ten South African firms to (1) gain knowledge of the issues these manufacturing firms face when working towards achieving high product quality levels under ISO certification, as well as (2) to identify successful quality practices implemented by firms that produce superior quality products. A questionnaire was used as the research instrument, and was addressed to employees of enterprises that have any relevance to quality practices of the company they work for, regardless of size. The focus areas of the questionnaire were quality performance, motivation for pursuing ISO 9001 certification, the use of quality tools and the perception that employees have of their firm’s soft elements. A conceptual model was designed for finding causal relationships between these variables. The outcomes of the current research indicated that the majority of the studied firms’ quality performance levels were above average and they proved to have good knowledge of the basic quality tools. The most frequently used quality tools for these South African firms were the activities of monitoring scrap and the use of Statistical Process Control (SPC) tools during production. The results also showed that the firms are very knowledgeable and aware of the importance of the soft elements of the system. The establishment of measurable quality objectives at relevant functions proved to be the soft element that firms were the most satisfied with. The paper concludes with a list of recommendations for organisations that wish to improve or further improve the quality of their products.

D.Phil.

A research report submitted to the Faculty of Business Administration, University of the Witwatersrand, Johannesburg, in partial fulfillment of the requirements for the degree of Master of Management (Human Resources) / Many companies today are not achieving expected business results despite significant investment in Total Quality Management (TQM). Even some previous Malcolm Baldrige award winners are seen struggling. Some report that perhaps only 30% of companies using TQM methods have achieved demonstrative bottom line success, at least in the short run. That leaves the remaining 70% with results spreading from localized success stories, but little bottom line results, to a few with various symptoms of abject failure. / AC2017

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.

Thesis is submitted in partial fulfilment for the degree of Masters of Science in Building (Project Management in Construction) to the Faculty of Engineering and the Built Environment, School of Construction Economics and Management at the University of the Witwatersrand, Johannesburg, 2017 / Purpose: There has been much assertion about how ISO 9001 facilitates TQM implementation among ISO 9001 registered construction companies. However, the success rate of TQM implementation among ISO 9001 registered companies varies. The aim of this study was to investigate TQM implementation among ISO 9001 registered construction companies in South Africa. Three objectives were also established to aid in achieving the aim. Methodology: A cross-sectional survey design using structured questionnaire to collect quantitative and qualitative data was adopted. Respondents were purposively sampled among ISO 9001 registered construction companies in South Africa. 70 completed questionnaires were obtained from the target of 100. Text-based (i.e., qualitative) data were analysed using qualitative content analysis while quantitative data were analysed descriptively. Findings: The main three findings include: (1) the prevalence of defining quality as meeting clients’ expectations and assessing quality through internal inspection; (2) highest level of agreement on TQM being implemented through checking design conformance to standards and lowest level of agreement on formal training on TQM; and (3) customer feedback exercises and supplier relationship were indicated as being the least implemented ISO 9001 principles. Implications: The main practical implication of this study is identifying how TQM is being implemented among ISO 9001 registered construction companies in South Africa and the challenges they face. The main theoretical implication is being able to add to the existing studies validating ISO 9001 registered construction companies can and should implement TQM across their processes. Limitations: The main limitation has been restricted to not collecting data on the professional backgrounds and years of experience of the study participants. A finding during the pilot testing necessitated the preference to indicate job roles as against professional backgrounds. / XL2018

Denna studie är en kandidatuppsats om kvalitetssäkring där syftet har varit att undersöka hur tillverkningsföretag arbetar med kvalitetsarbete inom produktion för att öka mervärde åt kund och stärka företags konkurrenskraft. För att besvara syftet har följande frågeställningar utformats: ➢Hur sker prioritering av kvalitetsproblem i tillverkningsföretag? ➢Hur arbetar tillverkande företag med produktkvalitet och hur påverkar det företagets konkurrenskraft. Grunden till studien är en forskningsansats utifrån fallstudiemetoden där existerande vetenskapliga teorier har jämförts med ett verklighetsbaserat kvalitetsproblem. Den teoretiska referensramen har använts för att skapa förståelse och insikt för problemet i en bred kontext. Fallstudien har utförts på ett medelstort formsprutningsföretag i Mellansverige där kvalitetsbrister har resulterat i defekter på detaljer. Studiens ansats var aktionsforskning med både kvalitativa och kvantitativa metoder i form av observation, intervjuer, dokumentation och experiment. Resultaten visar att flera kriteriersom exempelvis rätt prioritering, standardisering och kunskap om processenhar betydelse för kvalitetsarbete samt att kriteriernas relationer är väsentliga för att säkerställa produktkvalitet. Från experimentet framkomdet att direktiv från den vetenskapliga referensramen till parameterinställningar var tvärt emot vad experimentets utfall visade. Det är dock viktigt att uppmärksamma att förändringar av parameterinställningar kan leda till förbättring av en defekt men kan ge uppkomst till en annan. Därmed är det väsentligt att vid komplexa processer ha fungerande kommunikationsamt bred kunskap och insikt iprocessen. Genom att fokusera på kvalitetsarbete kan företag öka kapacitet och kundnöjdhetvilket skapar grunden till konkurrenskraft.