Moodley, K GHaripersad, RajeshMoodlier, Derosha2024-03-132024-03-132023https://hdl.handle.net/10321/5207Submitted in fulfillment of the requirements of the degree of Master of Management Sciences Specializing in Quality and Operations Management, Durban University of Technology, Durban, South Africa, 2023.In the context where customers around the world become so demanding, manufacturing operations focus on performance, availability, usability, scalability, effectiveness, and efficiency among other things; customer centric approaches are explored by companies to satisfy their customersTherefore, in light of limited resource availability, the everchanging market demands, and the necessity for organizational competitiveness in a globalized world, enhancing operational processes is fundamental for modern businesses. This entails the continuous improvement and adaptation of firms to sustain productivity and meet customer satisfaction. This study aims to assess the influence of quality management initiatives on production, quality, and personnel performance. The study utilises a mixed-method research approach where the general process is to identify in a problem, determining research questions, collecting data, analysing qualitative and quantitative data, and interpreting results. The study finds that the quality initiatives taken by the business influences all the dependent variables “production, quality, and personnel performance”. Thus, customer feedback is always critical the organisation in improving quality. In addition, customer strategy has been designed to focus on customer needs and delivery of products/services beyond customer expectations. The results also indicate that there is consistent communication between the company and customers, and all employees behave in ways that show the importance of customers to satisfy customers’ needs and expectations. Lastly the results show that there is a considerably higher than the average production rate before implementation of quality initiatives. Based on these results, the researcher recommends revisiting the managerial decision making process with regard to the selection and implementation of quality management initiatives. The company should continue to provide resources for employee re-education and training and train the majority of its staff on how to apply quality improvement techniques. The company should promote serviceability to support the system and maintain the business resilience with regards to taking corrective and preventive actions.148 penPerformanceQuality, productionQuality management initiativesPerformanceCustomer satisfactionFeedbackResponsivenessTrainingInformation analysisProduction managementManufacturing processes--ManagementQuality controlThesishttps://doi.org/10.51415/10321/5207