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

Dissertation submitted in fulfillment of the requirements for the degree Master Technologiae: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology / Beginning in the United States in December 2007, and with much greater intensity since September 2008, much of the industrialised world is being subjected to an economic downturn, which manifests in unemployment, small-business lending, and in particular, the closing of small business enterprises, etc. Customer satisfaction, quality and retention are global issues that affect all organisations, no matter whether they are large or small, profit or non-profit, global or local. In a globally changing landscape characterised by continuous structural changes and enhanced competitive pressures, the role of small business in society has become even more important as providers of employment opportunities and key players for the well-being of local and regional communities. Under the current global worldwide economic crisis, small business is considered to be a major force behind the South Africa‟s economy. Regarding the implementation of quality, probably the most serious constraints a small firm has is that the manager is almost constantly under time pressure, usually dealing with the urgent staff and operational matters.Especially in very small companies, the manager usually has to cope with to all issues irrespective of their nature, in addition to day to day duties such as record keeper, inventory management and scheduling. Ironically, it is this type of small business that needs quality solutions because quality strategies do not from the basis of the traditional small business enterprises, thus impacting on the successful management of the business environment.

Die doel van hierdie studie was om te kyk hoe effektief die Geïntegreerde Gehaltebestuurstelsel (GGBS), en wel die taksering van opvoeders, bestuur kan word om positiewe resultate by skole te bereik. Die studie is gedoen binne die Interpretivistiese benadering. Data-invordering is gedoen deur middel van vraelyste, observasie en onderhoude. Die studie het getoon dat opvoeders onseker was, juis omdat die Onderwysdepartement nie die nodige leiding gegee en die nodige hulpbronne gehad het nie. Die afgelope twee jaar ( 2006 en 2007 ) egter het die Departement skouer aan die wiel gesit en hulp aan skole verleen, hetsy deur die beskikbaarstelling van die nodige vorms, of die aanstel van ‘n koördineerder om hulp aan skole te verskaf. Die belangrikste uitkomste van die studie was die besef dat opvoeders se vrese en aannames aangespreek moet word om ‘n gehaltebestuurstelsel effektief te maak. Slypskole moet gehou word om hulp en bystand aan die getakseerdes te verleen. Die bestuurspan van die skool moet ook indiensopleiding ondergaan, sodat hulle presies kan weet wat van hulle verwag word. Op hierdie manier word onsekerhede uit die weg geruim, want onsekerheid was die grootste probleem waarmee opvoeders te kampe gehad het in die implimentering van die GGBS.

Manufacturing processes should operate at optimal levels in order to remain competitive in current economic environment. The optimal manufacturing performance can be achieved by overall equipment efficiency which is also a measurement for Total Productive Maintenance (TPM). The successful implementation of TPM has been evaluated at Faurecia Interior Systems. The research consisted out of a literature review into the elements and benefits of TPM. A questionnaire was sent to all operator level personnel at Faurecia Interior Systems to establish their views on the implementation level of TPM at the East London site. In conclusion, this research paper has also led to the development of recommendations which should improve TPM at the site.

M.Phil. (Engineering Management) / Total Quality Management (TQM) as a management philosophy is driven by top management with employee participation. This encompasses all facets of an organisation, with the aim of producing products and services which meet the customer’s needs.TQM was adopted by project-based organisations in the 1990s in response to increasing global competition. Process engineering design firms are operating in a competitive, global business environment where outsourcing of process engineering design services from other countries is not an uncommon practice. It is argued that TQM is crucial for an organisation’s success and survival. Although various quality management techniques exist, TQM offers the holistic approach necessary to adequately manage design quality. The study investigates the effects of Total Quality Management (TQM) implementation on process engineering design firms. Secondly, the study investigates the extent of TQM adoption by South African process engineering design firms. Lastly, the study investigates the perceived importance of TQM principles. The research questions are: i. What is the effect of TQM on the performance of process engineering design firms? ii. To what extent has TQM been adopted by South African process engineering design firms? iii. What is the perceived importance of TQM principles in process engineering design? The first research question was answered by conducting a literature survey. The author was unable to find studies relating specifically to process engineering design firms. As a result, the literature study was done for engineering firms in general. The study indicates that TQM adoption has a favourable effect on engineering firms. The study reveals that TQM implementation improves employee satisfaction, customer satisfaction, and financial performance while providing a vision that channels the entire organisation towards improvements in product quality and customer-related performances. The second and third research questions were answered with the use of a questionnaire survey, which measured importance and adoption utilising a 5-point Likert scale. The study reveals that 70% of the firms which participated in the survey have formally adopted TQM while 30% have not. Eighty five per cent of the organisations that have adopted TQM are ISO9001 certified. An adoption rate of 70% indicates an above-average adoption of TQM by South African process engineering design firms. An ISO9001 certification of 85% indicates that South African process engineering design firms are conforming to international quality standards. The adoption of the TQM principles ranges from 66% to 80% (moderate to high). Customer Involvement and Management Commitment are the most highly adopted, while Supplier Quality Management and Continuous Improvement are the least adopted. The firms which have formally adopted TQM report 77% implementation rate, while the firms which have not formally adopted TQM report a 63% implementation rate. Although the firms which have not formally adopted TQM are implementing TQM principles, they have not been able to implement the principles as well as the firms which have formally adopted TQM. The perceived importance of the TQM principles ranges from 78% to 92% (“important” to “very important”). The most important principle is perceived to be Customer Involvement, while Continuous Improvement and Supplier Quality Management are perceived to be the least important. The firms which have formally adopted TQM rate the principles more highly in the importance scale (86%) compared to the firms which have not formally adopted TQM (80%). The results indicate that the firms which have formally adopted TQM find value in doing so. The mean score for the importance of TQM principles is 84%, while the mean score for the adoption of TQM principles is 73%. It is evident from the data that there is a gap between the perceived importance and adoption of the TQM principles. The data suggests that the policies and strategies of the organisation have not achieved full implementation of TQM and have room for improvement.

M. Tech. Business Administration / The aim of this research focuses on the relationship between organisational culture and quality programmes at an engineering consultancy firm, Parsons Brinckerhoff Africa. The company started its South African operations in 1984. It is a Broad-Based Black Economic Empowerment (BBBEE) subsidiary of the international Parsons Brinckerhoff group of companies. It provides consulting, engineering, project management and advisory services in the power industry and other infrastructure sectors.

This study primarily looked at teachers¡¦ experiences of the IQMS evaluation and its impact on their professional development. IQMS has been actively introduced at the school system for the past five years. The purpose of this study is two fold. Firstly, this study wants to explore the outcomes of IQMS within the school context with a specific focus on outcomes relates to teachers. Secondly, this study wants to document the experience of schools¡¦ trip through the IQMS process from the perspectives of teachers and the school managers. A survey methodology was used to produce the data together with the analysis thereof. Some of the key findings from this study reveal that: Teachers with lower teaching qualifications and teaching experiences perceived IQMS to be beneficial to them, while teachers with higher qualifications and longer teaching experiences were suspicious of the IQMS process. Younger teachers tend to have more positive feelings towards IQMS while older teachers tend to have negative feelings towards IQMS. On the other hand middle aged teachers tend to have mixed feelings towards IQMS. The IQMS evaluation report had a positive impact on teachers in general, in terms of them identifying a need to develop themselves. Some of the key recommendations in relation to this study are: The Department of Education should ensure that sufficient workshops and trainings are properly planned and provision is made for in service training of teachers. Quality education can only be possible if the Department of Education ensures that all schools are well resourced. / Thesis (M.Ed.) - University of KwaZulu-Natal, Durban, 2009.

M.A. (Public Management and Governance) / The Department of Education has been faced with challenges regarding the improvement of quality teaching and learning in South African schools. This led to the Department of Education’s endeavors to ensure that the goals and objectives set for improving the quality of teaching and learning were achieved by putting the Developmental Appraisal and Whole School Evaluation Systems in place to address the challenges in education. The Developmental Appraisal System and Whole School Evaluation System were, however, not successfully implemented, hence the Department of Education’s agreement with unions in the Education Labour Relations Council to integrate all the systems into an Integrated Quality Management System. The perception of the effectiveness of the Integrated Quality Management System (IQMS) as a tool for monitoring teacher performance is the focus of the study. Documentary sources on the evaluation of the purpose, objectives and performance of the IQMS and the role-players in the implementation process have been assessed. Semi-structured interviews were also conducted with members of the School Development Teams and the School Governing Bodies of the four selected secondary schools. It was found that the teachers were not totally against the IQMS as a tool for evaluating performance and providing for development which could lead to high levels of learner achievement and broader school improvement. However, the way in which the IQMS was implemented posed a challenge to its authenticity. The fact that even ineffective teachers benefitted from the rewards received and that learners’ achievements were not considered, was cause for concern. The School Governing Body members who were interviewed were also concerned about their partial involvement in conducting Internal Whole Evaluations, as data was not used efficiently and effectively to influence decision making and planning towards school improvement. The minimal training provided by the Department of Education hampered the process of assisting the School Governing Body members to realize the goals of achieving quality education. There was also concern that the Department of Education should provide resources that would assist in the realization of quality education especially in no-fee paying schools. It is clear that accountability for poor or underperformance in schools cannot be one-sided as all stakeholders must ensure that the development of teachers is effective and will maximise the potential for better learner achievement and school improvement. All the stakeholders interviewed viewed the IQMS as a step in the right direction but believed that intense advocacy should be undertaken and rigorous training provided for all stakeholders to understand the drive towards achieving quality education. The recommendations made to the Department of Education by scholars and educators who are interested in achieving quality education for all should be welcomed and implemented and efforts towards the upliftment of education should not be a futile exercise. Engagements with all stakeholders, even at grassroots level, are vital to give those in the leadership have direction as to what the real needs are.