Introduction
1.1 Background Of The Project
The importance of quality cannot be over emphasized. It can be trance back to the history of early man and his search for selection of fruits, capable of satisfying his need. Historically too, the ancient craftsmen of Egypt or let say other civilized words all over were conscious of what was considered appropriate and understanding.
When it comes to creation of aircraft and work of art, many story were been told of how narrow minded megalomaniacs unwilling to let another piece of art to be created by skilled craftsmen who have already produces one of
Outstanding work for them would order that the helpless craftsmen be put to death. to them, it is an attempt to preserve the quality in themselves alone. However in tracing the origin of total quality management (TQM) the following names and very important “ JAPAN which is generally acknowledged as the forefront while W. ED WARDS DEMING and J.M JURAN were credited with and boosting quality awareness in Japan . The advocates major assumption was that “ higher quality, higher prices”, constancy of purpose – an unwavering focus in an organization mission combined with statistical quality control leads to ever – improving quality at lower costs . To this end ,the Japanese spent heavily in designing operation systems which produce products with extremely small margins of errors .
At the beginning of industrial revolution therefore , the only attention that was paid to quality was to ensure that the buyers did not end with a useless
pieces of merchandise. The process of manufacturing, once it has been put in place, would be forgotten and it is only when it malfunction and requires a storage of production that attention would be paid to it. To ensure that the
definitive pieces of manufactured product did not reach the customer, a great deal of emphasis was placed on segregating the good output (product) from the ones with deficiency however, this tradition approach(method) dose not ensure ,that the product is produced “right first time”(APPLE BY,1994). which is TQM focus.
However the Japanese who were struggling to recover from post war “hargover”quickly embraced and adopted “demings” ideal and this greatly contributed to the miraculous post war recovery and success of Japan
This new quality . awareness was an important step control (TQC) which eventually became TQM. TQM has now become an important tool in the hands of management practitioners for organizational effectiveness TQM is a philosophy which emphasizes that continuous improvement is a process with customer satisfaction as its ultimate goal (gatchalian,1997) it is really a business strategy for resorting that an organization delivers quality goods and services and services to its external customers so that the organization can continually remain profitable and rewarding business.
1.2 Statement Of The Problem
There is a widely and strong held belief that organizational effectiveness can be achieved if only workers could do their job correctly .but the problem of failure in organizations are mainly caused by the management controlled systems. Workers can control fewer than 15% of the problem. This is because organizations are still neck deep in tailors : characterized by a system of command, control and compliance. This traditional management culture, allows top managers to impose goals on their workers who in turn struggle to meet these goals, forced to ignore how much they dispatch in other parts of the company these exposes, the management in that, they are they are concerned with customer satisfaction. They do not emphasize on company’s relationship with the customer; the knowledge of ivy function that determine market place competitiveness. The internal customers prevented from experiencing the reward of doing a good job. They don’t experience pride in work , and job security is not enhanced, management policies treated employee like commodities and use fear to enforce them .management deficiency is also evident in the aspect of knowledge of improvement trends in quality,company,s operational performance in relation to those of the competitors . all these, culminating in poor products and services, made available to the external customers
1.3 Purpose Of The Study
The purpose of this study is
- To reveal as the basis tool which is very necessary for organizational effectiveness to make sure that customers are been satisfied in all area and level of organization without been neglected.
- To ensure zero defect in the various organization production sections.
- To acquaint students and organization alike with some of the principles, tools and way /method of implementing TQM in achieving word class performance. to allow employees enjoy the reward of a good job and to enhance job securities
1.4 Significance Of The Study
the study will lay more emphasis on the importance as well as the potency in improving and raising the capability for a good governance in any organizational level. The study of TQM will be useful to business managers and serve as a guide tall sectors of industry and commerce at all stages of putting into practice the quality improve process.
1.5 The Research Question
- Has the organization really been carrying out effective management in the various sectors of the organization?
- How can organization be introduced to basis principle of TQM?
- Can customers really be satisfied after adopting and practicing the said principle of TQM in the organization ?
- How dose organization treat their employees in our various organization is it true that they are being denied some of their right in their organization?
- Does organization try to enhance job securities in the in the verius organization?
- Is TQM really that basis tool which every organization will need to embrace before achieving an effective man arrangement in any organization?
1.6 Statement Of Hypothesis
This research work is adopted to survey TQM philosophy on the basis of the following assumption. Note that ho represent null(negative) hypothesis and hi represent the positive hypothesis.
- Ho when TQM has been adopted and has become the culture of an organization employees are not motivated to be doing right thing.
- Ho that it leads to fewer problem with the product or service thereby dose not ensure greater satisfaction employee are motivated only On doing the right thing
-Hi that it lead to fewer problem with the product or service thereby ensuring greater satisfaction. - Ho TQM lead to efficiency in production through reduce cost of during thing right and every time.
Hi that it lead efficiency in production through increase cost of during thing right first time and every time. - Ho TQM is not a people oriented way of running a business which involve using customer focus, supplier relationship building and employee empowerment.
Hi TQM is people oriented way of running a business which involve using customer focus, supplier relationship building and employee empowerment. - Ho that through TQM organizational effectiveness in all of it’s ramification will not be achieved.
Hi that through TQM organizational effectiveness in all of it’s ramification will not be achieved.
1.7 Scope Of The Study
the thrust of the philosophy of this tool (TQM) recognized that no business can succeed without employees (internal customer)and the consumers (external customers). therefore this study covers how an organization can become a reality through corporate attention on meeting customers quality requirement value throughout the organisation , disseminating total quality requirement values throughout the organisation, employees empowerment to continually improve all key business process, partnership with suppliers toward improving
product or services quality with a clear explanation of the principle behind TQM.
1.10 Definition Of Terms
In order to achieve clarity ,avoid misconception and ambiguity an attempt will be made here to define some terminologies, give full meaning of abbreviation and unfamiliar expression used in this study .
TQM
Total quality management
Organization effectiveness
Customer satisfaction
Quality policy
It is set of values by which TQM implementation will be successful.
Zero defect
It is the result of doing the right thing, right, the first time and always.
Quality concept =TQM
STB =standard trust bank
QC =Quality circles
BPR =business r-engineering
Q-D-P =Quality delivered process
SERMON =what TQM advocates
