M.B.A / Please refer to full text to view abstract

M. Eng. (Engineering Management) / Total Quality Management (TQM) is a managerial approach that views quality to be a result of integrating all organisational activities e.g. engineering, manufacturing, marketing and administration work. It aims broadly at maintaining and improving quality standards and to achieve customer satisfaction. TQM’s major components are quality planning, quality control and quality improvement. Quality control is responsible for transforming quality planning and quality improvement outcomes into daily routine work. However, quality control can be implemented by systematically going around the Plan, Do, Check, Act (PDCA) control cycle, with which organisation may achieve continuous small steps of improvement. An entire enterprise can be better controlled when it is regarded as a set of processes. Process is controlled by the same systematic way of implementing PDCA cycle. Some tools are suggested in this dissertation to control processes. These are statistical process control (SPC), root cause analysis (RCA) and the Feedback Loop. Beyond information gleaned from literature on quality control a case study of a steel manufacturing and construction firm is also presented. Some areas for improvement in the quality arena of this firm are identified based on the results of quality management gained from literature.