ABSTRACT
The main aim of this
research work was to pinpoint how Rolling technologies as a small medium
enterprise in Lagos ICT market has been managing her TQM mode despite the fact
that the company is a sole proprietorship business also major outcome of this
research work showed the TQM lapses of Rolling technologies Limited and new TQM
policies that will be a benefit to the case company was created. In the study,
the author used a benchmarking method of the Finnish SME companies.
Qualitative research method
was been used in this research study. The research data enabled a total of five
interviews in which three of it was conducted from the management of the case
company and two who are Finnish Small Medium enterprise experts in Finland.
The outcome of the interviews
revealed that Rolling technologies lacked the modern usage of total quality
management in the small scale company, also how the management of Rolling
technologies have just been using a one man business discretion without
consulting the theory of total quality management or a knowledgeable TQM
experts who knows much about how it could be used in a small business.
The author of this research
work recommends that Rolling technologies should have a feedback form from all
her customers about the company total quality in a whole and this would
strengthen the power of continuous improvement in the small management, also to
initiate performance measurement in the company.
Keywords: Total Quality Management and Customer
Satisfaction
TABLE OF CONTENTS
THESIS ABSTRACT
TABLES AND FIGURES
1. INTRODUCTION
1.1 Research Purpose
1.2 Research Problem
1.3 Research Method
1.4 Qualitative research method
2. TOTAL QUALITY MANAGEMENT
2.1 Theoretical Background of TQM
2.3 Difference between Quality Management
and Total Quality Management
2.4 Rudiments of TQM
2.4.1
Quality Assurance
2.4.2
Problem Solving in TQM
2.4.3
Knowledge Management and TQM
2.4.4
Process Improvement
2.4.5
Inspection aspect of TQM
2.5 Customer Relationship
Management involvements in TQM
2.6 Process Management
2.6.1
Process Quality Management
2.6.2
Integration of Process Management with TQM
2.7 Performance Appraisal in TQM
2.8 Benchmarking in TQM
3. RESEARCH ENVIRONMENT
3.1 Inside Africa
3.1.1
Business in Africa
3.1.2
TQM Advancement in Africa
3.2 History of great Nigeria in
brief
3.3 Lagos the citadel of IT market
4. CASE AND RESEARCH ANALYSIS
4.1 Case Company
4.2 Collective research analysis of
the case
4.3 Define require changes
4.4 Benchmarking the Finnish SME‟ Company and
Rolling Technologies Communication Limited
5 RECOMMENDATIONS, EVALUATION AND CONCLUSION
5.1 Recommendation
5.2 Evaluation
5.3 Conclusion
BIBLOGRAPHY
APPENDICES
1. INTRODUCTION
The main
idea of this thesis started from the previous experience during the practical
training period with Rolling Technologies Communication Limited. Total Quality
management has been in existence for long, the world talk has been the
conventional mode of managing quality, which is product and customer focused.
But presently, the SME companies have modified it with the kind of total
quality they engaged in. There has been a pervasive consensus that Total
Quality Management is a way of handling organizations to improve their overall
competency and effectiveness in emancipating customer satisfaction. There is a
minimal correspondence as to what are the key elements of Total Quality
Management and the critical factors that influence the Total Quality Management
implementation process. Organizations differ in their approach to Total Quality
Management.
In the second chapter of this thesis there will be theoretical analysis
made by several authors who have contributed to the new modeling system of
total quality in today small medium enterprises especially in the retail
sector. Furthermore, the third chapter will give a clear understanding of the
Research environment of Lagos IT retail market; it will also be explained and
argued further. Rolling Technologies Limited is an SME company located in the
central part of Lagos, Nigeria. It is a retail firm that deals with selling and
supply of high tech products to various institutions. It also focuses on daily
operation in modern IT equipment such as laptops, desktop computers, flat
screen computers, electronic chalkboard, accessories in general, Internet
servers and all other information technology related items. The company mainly
specializes in the supplies and distribution of Desktop, Laptops and
Accessories to several banks in Nigeria such as Oceanic Bank PLC,
Intercontinental banks etc. also several universities and secondary schools in
Nigeria are part of their customers, the small company is not only dealing with
business-to-business operation. It also sells to the final consumers who are
highly interested in quality products that are durable, rather than the
counterfeit that will only serve for a shorter period. Rolling Technologies
Limited also have many sales agent who does nothing than searching for various
1.1 Research
Purpose
Total
Quality Management in a conventional method have always been the talk of most
management specialist but diverting the attention to this new era, continuous
improvement in an SME‟s especially the retail sector. This thesis is developed
in order to carry out several researches on how a small retail outlet could
continue the improvement of her Total Quality management system. Several SME‟s
only focus on product quality instead of the total qualities of the concerned
business environments.
The study of this thesis will not only make
impact in the case company but the entire affected small medium enterprises in
Nigeria and other region as a whole. The main idea of the thesis is about
taking a look at the overall means of managing the Total quality of small
medium enterprises.
1.2 Research
Problem
The motive
of this study is to draft out the challenges Rolling Technologies Communication
has been undergoing despite the fact that it is maximizing profit. In other
words, there are still problems with the quality of the products, services and
market environment. It is quite difficult for a retail store in Nigeria to
excel maximally because of the lack of service management.
Another
serious problem that orchestrates this research work is the failure to continue
the knowledge management system that is normally being introduced to the
employee at the start of the job. Accordingly, a firm is supposed to give at
least yearly training to its staffs, in Total Quality Management especially in
the case of a Small Medium Enterprise (retail outlet). The major thing that needs
to be done is the knowhow of how the customer satisfaction works towards the
management qualities. Another thing that will be look deeply into is, Has
Rolling Tech for once...
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