Theses and dissertations (Management Sciences)

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Quality management initiatives on production levels, quality and staff performance of a manufacturing company
(2023) Moodlier, Derosha; Moodley, K G; Haripersad, Rajesh
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.
Business modelling for the quality control and commercialisation of engineered nano-materials
(2021-08) Hezekiah, Oladimeji; Singh, Shalini
Nanotechnology is viewed by many as the technology that will create new opportunities for wealth and job creation. Meanwhile, despite nanotechnology’s shuddering of the global economy, breaking into the markets have been increasingly onerous for many reasons. This study investigates emerging applications and the commercialisation of nanotechnology materials. It also deals with the opportunities and challenges associated with the possible acceleration of the commercialisation of applications of nanotechnology materials. Significant factors influencing the acceleration of nanotechnology materials onto the markets were identified through a series of literature reviews and surveys conducted with nanotechnology researchers. Common characteristics for the achievement of the successful commercialisation of nano-induced products were identified. This study adopted a purposive sampling technique. The study population for the survey was made up of active researchers. The reliability test of the survey items was internally consistent with a Cronbach's alpha index of α = 0.926. Qualitative analyses entailed the researchers in nanotechnology who were interviewed through the Delphi technique. Quantitative results were obtained in the study through a hybrid technique of the Analytical Hierarchy Process and the Data Envelopment Analysis (AHP/DEA). This research identified and evaluated several critical factors for the effective commercialisation of nanotechnology and engineered nano-materials (ENMs) through a review of recent and current literature, as well as suggestions of academic experts in nanotechnology through the Delphi method. Thirty-four (34) critical factors grouped into ten (10) dimensions were identified and evaluated for importance and subsequently for priority scaling. The framework for this research used a hybrid approach of the Analytical Hierarchy Process and the Data Envelopment Analysis (AHP/DEA) The Analytical Hierarchy Process (AHP) technique was implemented in the evaluation of these critical factors for effective nanotechnology commercialisation decision-making. Furthermore, the DEA was suitably used in validating the AHP priority model obtained. This analytical approach provided support for quality control and the commercialisation of the decision-making process. The study concluded by proposing a framework to provide scientific knowledge that will help researchers, technology investors and managers in the commercialisation process of nanotechnology and engineered nanomaterials. A strong recommendation was made for robust fundamental research for viable commercial production and improvement for the enhancement of a nano ethic.
The effectiveness of quality management systems in project management : the case of Transnet Group Capital
(2021-09) Kumalo, Duduzile Emmah; Ramchander, Manduth
Transnet’s infrastructure development projects foster economic growth through the country’s ports, pipelines, and rail networks expansion and modernisation. To this end, Transnet has taken up several capital expansion projects across all its operating divisions to develop and expand its infrastructure. However, the reported figures on compensation events in rail project execution, comprising defects and double handling was found to be notably high. The study aimed to assess the effectiveness of project quality management systems within the life cycle of projects implemented by Transnet Group Capital. The study was cross sectional in nature and a quantitative research design was adopted involving both primary and secondary research. A questionnaire was used to collect primary data based on a stratified random sampling technique. The data was collected at Transnet Group Capital (TGC). The statistical programme, SPSS version 26.0 was used to analyse data. The secondary data was obtained from TGC management information systems (Primavera databases), wherein a repository of the required documentation is maintained. The secondary data was analysed using quantitative content analysis. It was found that gender parity has not been achieved throughout all the disciplines. Overall, women’s representation remains lower than men. On a positive note, Transnet Group Capital projects are selected in line with business goals. This further confirms that the projects are subjected to an independent Gate Review as specified in the Project Lifecycle Process methodology and as per the project’s classification outcome. Findings indicate that the end users are not consulted throughout the construction processes and project timelines are prolonged. This is coupled by an unclear scope which is not adequately communicated to all stakeholders, incapacitated project managers, as well as lack of quality assurance and control processes. The document analysis presented the impact of compensation events at an average of 4% of the contract value. These findings give Transnet Group Capital a reason to improve their project execution and the monitoring process. The study recommends that gender equity be prioritised. There should be agreements on the expected outcomes of the project to allow each milestone of the project to stay on target. An emphasis of core values is also necessary to transcend differences in culture. There is a need to institutionalise quality awareness and to implement a risk mitigation plan.
Development of a quality framework to monitor, evaluate and control broad-based engineered nanomaterials
(2019-01-24) Naidoo, Rajendran; Singh, Shalini; Reddy, Karunanidhi
Predictions of new technologies are often difficult to make, however Engineered Nano Materials (ENMs) is undoubtedly a novel technology and a revolutionary science that has the potential to bring substantial change to society. Scientists and researchers have demonstrated the ability to manipulate atoms and convert them to be lighter, more resilient, durable, high precision with superior strength qualities. Studies have indicated that although ENMs have been used in many products for several years, a formal, practical, systematic and robust system of assessment of risks with validated quality protocols are absent globally and are urgently required. There are inherent risks relating to ENMs which include environmental, toxicity, societal impacts and economic uncertainty. Very often all it takes is one incident, one oversight or one mistake (such as the recent listeriosis outbreak) to put an entire community and industry at risk. The volatility, mobility and increased reactivity of the ENMs is what presents risks for users and they need to be aware of such risks. Hence, it would be prudent for researchers, scientists and manufacturers to find and implement measures to mitigate and eliminate these risks. Globally, products that contain ENMs are not subject to any special legislation or regulations relating to research, production, handling and disposal of these materials which compels users to take precautionary measures. In the absence of compulsory regulation, voluntary or self-implemented measures may be effective in reducing risks. Thus the aim of this study was to develop an integrated quality framework that will assist in understanding, predicting and managing the risks associated with ENMs. The methodology comprised of an empirical study using a mixed method research approach. Questionnaires were administered and interviews were conducted with experts in the field of nanotechnology. The literature review and the results of this study confirmed the areas of risks that required to be addressed. The findings from the study were then used to develop a first generic or broad-based framework to ensure compliance with safety, health, environment, quality and nanotechnology risk standards. This framework combined and integrated several management systems which allows an organisation to work such systems as a single unit with unified objectives. The integrated management framework that was developed included international standards for safety, health, environment, quality and nanotechnology (which included ISO 9001-2015; ISO 14000-2015; OHSAS 18001; ISO 17025; ISO TR 13121: 2011 and ISO TR 12885: 2008). The framework was designed to guide an organisation in improving efficiencies and reducing costs as duplication of management systems are avoided. The proposed name for the new framework is Safety, Health, Environment, Quality and Nanotechnology (SHEQN) which incorporated technical reports with international standards. Further, as part of this study, a computer programme was developed to classify the human risk exposure to ENMs. This computer application would assist the organisation in establishing and implementing their “Risk Management Strategy” at an accelerated pace. It is hoped that the SHEQN Framework presented in this study will serve as a theoretical platform for organisations wanting to formalise their management of ENMs to facilitate commercialisation and ultimately promote the use of safer nanotechnology.
Quality improvement within the parachute manufacturing industry : a case study of Parachute Industries of Southern Africa (PISA)
(2019-03-22) Naidoo, Bradley; Ramchander, Manduth
Total quality management (TQM) has brought about global attention and is being implemented in various sectors ranging from manufacturing and customer service (airports, restaurants, automobile dealers, etc……). TQM has developed largely due to customer demands for better quality products and a memorable customer service experience. This study revolves around the Durban-based manufacturing facility, which is the main parachute manufacturer of the three sites for Zodiac, with the other two manufacturing facilities being located in France and the United States of America respectively. The manufacturing plant must ensure that customers are content with the quality of manufactured goods and service received from this site. This study centres on the knowledge of employees on TQM during the year 2016 at the parachute and equipment manufacturing factory. The aim of this study is to develop and implement a plan for a TQM system at the Parachute Industries of Southern Africa (PISA). The research objectives explore the extent of quality concerns at PISA; explore the degree to which quality tools are employed at PISA; capture PISA’s management and employees’ perceptions on TQM; and explore the challenges in adopting TQM principles at PISA. Embracing a culture of TQM and creativity in quality instead of mere compliance, should drive the business quality strategy. The significance of the study will add to the body of knowledge in the field of TQM, in general, and the manufacturing of parachute and related equipment, in particular. Parachute manufacturing organisations globally will benefit from the study in that they can use the findings coming of this study to enhance their performance to deliver quality products that could save skydivers’ lives. A comprehensive literature review was executed to obtain a clear understanding of total management comprising of different facets ranging from the history of TQM; the founders; the different costs associated with quality; dimensions of quality; quality management systems (QMS); the benefits of implementing TQM; barriers in achieving TQM; awards presented for the implementation of TQM and; the criticism of TQM. To achieve the objectives of the study and effectively answer the research question, it was necessary to approach the research from different angles. The research method to this study was both exploratory and descriptive; therefore, both qualitative and quantitative research approaches were executed. The research methods included surveys in the form of questionnaires and in-depth interviews. The population considered for this study consisted of permanent employees based in the Durban- based manufacturing plant. The population was selected from senior management; middle management; machinists (sewing); quality inspectors and sewing machine mechanics. The subsequent descriptive and inferential statistical analyses quantify the results as statistically important in relation to the questions of this study. There were some observations of quality that exposed possible areas for development within the Durban based manufacturing site’s quality management system. These areas need to be addressed by management in order to renovate positive perception and buy in to the quality management system. It is also proposed that future research should be conducted at the France and American parachute manufacturing sites, belonging to the Zodiac group. Another survey should be conducted for the senior management team at the three (South Africa, France and America) parachute manufacturing sites. Such a survey could determine the perception of senior management to TQM and create an alignment with all employees. An effective strategy for communication and quality improvement can be determined for implementation. The first objective revealed interviews with top management that it will be difficult to sustain PISA as a profitable organisation in the long-term. The survey results conclude that employees recognize the quality concerns and the impact they can have on the current business and in the long-term. The second objective exposed that PISA’s top management acquires training, to learn and to deploy the relevant quality tools. This would improve the quality performance internally, by eliminating the rework and rejection costs. Also, by eliminating internal quality concerns, quality products can be sent to customers. The third objective discovered PISA’s top management to be sent on training on TQM and also on the ISO 9001 training. The knowledge gained through the training could be shared with the employees at a lower level, and employees would buy into TQM and the ISO 9001 QMS, because top management would be driving the initiative. The fourth and final objective revealed would be for non-quality personnel to be sent on TQM training externally and to spend more time with the quality inspectors internally analysis the quality problems being experienced to eliminate repeating the mistake. The study was able to effectively conclude that TQM manufacturing impacts positively on the manufacturing process and, if implemented correctly, the manufacturing process will run smoothly and efficiently. The more TQM tools, techniques and principles applied to the manufacturing process, the more likely it was to run smoothly, efficiently and achieve customer satisfaction by supplying a quality product.
An exploratory investigation of the relationship between the achievement of ISO 9000 quality standards and the level of customer service provided by manufacturing companies in the Durban area
(2002) Ganachaud, Luci; Mason, Roger Bruce
During the past 20 years, marketing in industrialized countries has evolved towards Relationship Marketing placing more attention on customer loyalty. To achieve this new objective, increased interest has been placed on delivering quality customer service. In parallel, the notion of quality has evolved toward total quality, now considering every aspect in the company. Following this evolution, new quality tools have been developed, such as the ISO 9000 standards.
The quality of selected food products containing nanosilica additive (E551) in South Africa
(2017) Thakur, Rookmoney; Singh, Shalini
The proliferation of nanotechnology, whilst perceived to be positive for human advancement, introduces potential risks when applied to food. Silicon Dioxide (E551), a common food additive made up of particles in the nano-range, is found in spices, salt, sweets and some frozen foods and functions as an anti-caking agent to allow these food products to flow and mix evenly. According to Codex Alimentarius, E551 is generally regarded as safe (GRAS), provided that food manufacturers apply good manufacturing practice (GMP) principles and use the lowest possible amounts necessary. Smaller nanoparticles are more readily taken up by the human body than larger sized particles and could be injurious to human health. While the use of E551 is strictly regulated in some countries, there is growing debate regarding the health and safety implications for consumers and the quality of food. This study examined the quality of selected food products containing E551 (nanosilica) in South Africa (SA). A mixed method paradigm (qualitative and quantitative) and an experimental research strategy were adopted. Respondents were purposefully selected, their participation in this study was voluntary and confidentiality was maintained. Pilot studies were conducted for the semi-structured interviews and the survey, with a sample size of one food expert and three food technologists, respectively. The main study consisted of interviews, a survey and experimental work. The interviews, conducted with five food experts, were recorded and transcribed to ensure credibility. The results were interpreted and analysed against existing literature using thematic content analysis. The findings suggest that it was critical for food manufacturers to demonstrate the safe use of products without posing any safety risks to the consumer and the environment; and for the South African government to address and regulate the application of nanomaterials in food either by legislation or guidelines. The survey was conducted with a sample population of thirty food technologists who reported that public awareness of nanotechnology was limited as many consumers were not familiar with this technology. Descriptive and inferential statistics were used to analyse the quantitative data. Content validity ensured that the survey focused on concepts and constructs that emerged from the review of literature on the application of nanotechnology in food products. Cronbach’s alpha index was used to assess the reliability of the surveys and found α = 0.862 and α = 0.809 for food additives awareness and nanosilica safety in food, respectively. Different characterisation methods, such as Fourier Spectra Infrared Spectroscopy (FT-IR), Energy Dispersive X-ray Spectroscopy (EDX) and X-ray Diffraction (XRD), were used to determine the type and form of silica, and its levels in selected food brands available in SA. This was compared against similar products manufactured and packed in the European Union (EU) and Asia. This study benchmarked against the EU standard because of its more stringent guidelines in the field of nanotechnology and regulations. The results indicate that while the comparative EU food sample conformed to the European Food Safety Association (EFSA) permissible level of 1 %, the South African sample levels were higher. Even though the regulatory standards are different in both countries, the potential health effects remain the same. Significantly, the most prominent finding of this study is that the form of silica in some of the South African and Asian products were crystalline in nature, rather than synthetic amorphous silica (SAS), which is indicative of E551. Thus, it stands to reason that the generalised limit set by Codex Alimentarius was inadequate to regulate and control the quantity and type of E551 used as it varied from each of the selected samples. The identification of traces of crystalline silica is of concern since studies in literature showed that exposure to and ingestion of crystalline silica that was not food grade, is likely to induce perilous health effects such as cancer and fibrosis in humans. In light of this finding on the crystalline nature of silica in the studied brands, it is therefore imperative that specific limits and regulations be put in place and enforceable in SA to ensure that products sold are in line with acceptable standards as found in some developed countries like the United States of America (US) and EU. In view of the above, and to ensure proper monitoring and minimal risk exposure, a risk management framework, a ‘Hazard identification, Access the risks, Control the risks’ (HAC) model, was developed and recommended to ensure that the correct form and type, and limits of silica is used and the associated risk controls applied.
Quality of the Grade 12 life sciences curriculum : perceptions and possibilities for lifelong learning
(2017) Naidoo, Indarani; Dorasamy, Nirmala; Hamlall, Vijay
The emergence of a highly competitive and integrated international economy, rapid technological innovation, and a growing knowledge base will continue to have a profound impact on the lives of communities. In recent years there has been an international movement towards educational reform, particularly in science education, to meet the need for a sustainable environment, economy, and society. Science education is a key element in developing scientific literacy among today’s and tomorrow’s youth. Recent decades have seen an exponential growth in scientific applications, and one would expect an accompanied increase in science interests in the classroom, as well as an increased understanding of basic science ideas and ways of thinking will follow. However, research has shown that this is not the case. In this study, the researcher, through the research methodology, took an in-depth look at whether the curriculum reform in the Life Science curriculum was forthcoming to lifelong learning. The key questions guiding this study are as follows: (a) What are the perceptions and expectations of grade 12 learners regarding the quality of the Life Sciences curriculum in respect of lifelong learning; (b) What are the perceptions and expectations of grade 12 learners regarding the their Life Sciences educators; (c) What are the perceptions of the grade 12 Life Sciences educators of the relevance of the grade 12 Life Sciences curriculum with a view to lifelong learning; (d) How does the grade 12 Life Sciences curriculum impact on lifelong learning of learners. This study falls within the realm of mixed methods study. Mixed methods encompass both a quantitative and a qualitative study. The study was conducted in the district of Pinetown because in 2013 this district produced the best results in Kwa-Zulu Natal in the National Senior Certificate Life Sciences examination. This study used simple random sampling to obtain the learner participants. The researcher conducted the study in 16 schools and 25 learners from each school were randomly selected. The educator sample comprised 75 grade 12 Life Sciences educators. The SERVQUAL questionnaire was administered to the 400 learners that were randomly selected while; the educator questionnaire was administered to the sample of 75 educators. The findings of the research revealed that educators experienced many challenges which hindered the successful implementation of the Life Sciences curriculum effectively. The quality of the Life Sciences curriculum itself did not that hinge on lifelong learning. It did not have very much relevance to the lives of the learners and as such the learners were learning about things that were abstract to them. Another finding was that educators found it challenging to relate the grade 12 Life Sciences curriculum to the everyday experiences of the learners because time was a limiting factor. The exam driven nature of Life Sciences had resulted in rote memorisation of scientific facts by the students without any or very little attention being paid to analysis and application of knowledge. The inability to evaluate the process of curriculum implementation by curriculum developers could have serious consequences for the learners and communities at large. For any qualitative change to occur in Life Sciences education, the curriculum must undergo a paradigm shift. To encourage schools and teachers to implement this paradigm shift, fundamentally there needs to be an overarching reform of teacher empowerment. In essence, what is needed from the national educational policy makers is a shift towards more evolutionary policy planning which aims to improve the fit between the intention of the curriculum and the conditions on the ground, to blend top-down policy initiative and bottom-up participation and to promote continuous interaction between all policy actors.
An integrative approach to quality
(2006) Singh, Shalini; Reddy, Karunanidhi
Managers and employees are faced with an increasing number of complex challenges including implementing and maintaining multiple management systems/codes of practice such as safety, environment and quality, increasing competitive advantage and showing continued sustainability with limited resources. In addition, corporate scandals like Enron and the impact of the Aids pandemic on the economy of a country, further burden the responsibility of managers and employees. Operating all these management systems/codes of practice in parallel, however, duplicates documentation, makes auditing the systems difficult and decreases employee morale. Hence, this study reviewed related literature which represented secondary sources of information, to determine the most suitable management systems/codes of practice, to show the benefits of using integrated management systems and to select appropriate business improvement tools to promote business excellence. It developed a simple management system and designed integrated documentation to support these integrated systems. A model was developed. The Process Approach was used as a foundation to develop this model which integrated safety, environmental management, corporate governance, quality and HIV/Aids management systems/codes of practice. The SECQA model is the name proposed for the model, it provides a holistic model to facilitate world class performance. This part of the study represented the qualitative method of research. The quantitative method of research complimented the findings above by using interviews with key role players, a pilot study of two manufacturing organisations and a principal study of thirty manufacturing and service organisations. The pilot and principal studies were conducted on organisations from the Kwa Zulu-Natal region and the interviews were conducted with representatives from Gauteng and Cape Province. Questionnaires were designed using open-ended and closed-ended type questions and together with interviews formed the primary source of information. The challenges of employees working with management systems and the suitability of the SECQA model were established from the questionnaire. The possible advantages and disadvantages of the SECQA model were also shown. The strengths and weaknesses of the management systems and how they can be addressed and overcome by the model are presented. The challenges that were evident from the results of the interviews and pilot study were that respondents found that there was a lack of resources, lack of training and understanding of the management systems by employees within their organisation. From the results of the principal study it was apparent that some organisations did not have the infrastructure and had limited resources to support multiple management systems. There was a lack of support from senior managers. Safety, environment and quality managements systems were the most commonly used in organisations. Most organisations found that their management systems were beneficial. Benchmarking, cause and effect diagrams and brainstorming were the most common business improvement tools used by organisations.
Quality stewardship : a 21st century quality framework for selected manufacturing organisations in South Africa
(2011) Moonsamy, Gonasagren Vimlan; Singh, Shalini; Naidoo, R.
Quality management remains one of the top ranking strategic issues in all major organisations. However, at present, there is a sentiment that business priorities and quality management priorities have become non-aligned over the last two decades. It is believed that quality management is still predominately understood and practiced using the framework and direction provided historically by quality leaders such as Deming, Juran, Crosby and others. Thus, this study motivated that quality is at a crossroads and in order for it to be aligned with business priorities, once again it needs to evolve its role. This study commenced with the review on related literature on the history of quality management. From this review, it was evident that the various evolutions of quality management were directed to meet the changing business challenges and market needs that were linked to prevailing demand and supply, customer focus, competitive advantage and profitable growth outputs. The literature review thereafter demonstrated the potential opportunities wherein quality management could be utilised to re-establish its previous relevance by supporting organisations in the management of emerging trends. This study identified globalisation, customer power and sophistication, social responsibility and environmental sustainability consciousness as emerging trends that could be the most leveraged with the use of quality management concepts, techniques and tools. Furthermore, the topics of stewardship, leadership, change management and strategy were discussed as enablers to the proposed new evolution of quality management, which should become known as “quality stewardship”. As a guideline to the “quality stewardship” strategy, a Quality Stewardship and Leadership (QSAL) framework was developed in this study. The QSAL framework incorporated Total Quality Management (TQM), systems thinking and business excellence as the underlying theoretical grounding. This framework, displaying a process approach, encapsulated the following components: inputs (risk, revenue and reputation), processes (productivity Key Performance Indicators (KPIs), technical governance, and environmental and social sustainability) and outputs (maximise value) for the proposed new scope for quality management. Abstract iii The primary source of information used in this study was obtained from qualitative and quantitative research methodologies. The research instruments in this study included surveys in the form of questionnaires and an organisational assessment which was undertaken by utilising a Viable Systems Model (VSM). The organisational assessment that was part of the preliminary study was undertaken in two beverage multi-national organisations in South Africa. The pilot and principal studies consisted of surveys in the form of questionnaires. The objective of the survey was to gain an understanding of current quality management practices, current quality management thinking and acceptability of the proposed QSAL framework across selected manufacturing organisations in South Africa. Both the preliminary and principal studies displayed variable levels of responses in quality management practices and a high level of agreement or awareness to the questions on the current thinking of quality management and acceptability of the proposed QSAL framework in the quantitative studies. Thus, based on the review of related literature and empirical studies, the motivation for this research, that quality management was ready for the next evolution in order to support current business challenges and market demands, was validated.

Theses and dissertations (Management Sciences)

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