Faculty of Management Sciences
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Item Development of quality management systems for support services in the South African public higher education institutions(2021-04) Makola, Andrew; Ramchander, ManduthThe adoption and implementation of quality management systems has increasingly become an important feature of higher education institutions’ attainment of goals and objectives, as exhibited in the development of relevant policies, structures and systems at national and institutional levels. This study contributes to work in conceptualising quality management in higher education support services. Most studies focusing on quality management have been from an industry standpoint with little examination of higher education quality management systems, and even less on service quality systems in higher education. This study investigated the extent to which quality management systems have been adopted South African public higher education institutions’ support services. This is done by evaluating the quality management mechanisms in use and by examining the current practices of implementation. Although this study was mainly qualitative, it did not preclude quantitative dimensions thus allowing not only for triangulation of data, but also for a multi-dimensional analysis of some of the phenomena investigated. Data was gathered from a range of participants that included senior HEI managers, quality directors/ managers, support service sector unit heads, as well as senior academics from six purposefully selected South African public higher education institutions. These participants were the key informants of the semi-structured interviews conducted. The semi-structured interviews formed the main evidence base, alongside the content of institutional documents. A sequential collection and analysis of data approach was used. Different data sources were compared and paralleled; and later merged to form a set of qualitative data, which provided a comprehensive image of the status quo and achieved a unified interpretation of results for presenting findings. Although the study found structured quality management processes at public higher education institutions, these were developed and implemented particularly for their academic enterprise practices. Findings from the study highlight the variance in the HEIs’ development implementation of internal quality management systems while it noted an absence of systematic approaches to the quality management of the support services sector. The study contributes to the understanding of the application of the systems thinking approach on the development and implementation in the support services sector quality management systems. The thesis argues for the conceptualisation and operationalisation of quality management systems in the support services sector within South African public higher education institutions. The recommendations that emanate from the study include the need to: build an institution-wide culture of quality and continuous improvement; develop a systematic approach to quality management that is grounded on well-designed systems-thinking-based support sector service quality models, policies and procedure guidelines; mobilise resources and develop tools and processes for assessing quality of support services, feedback mechanisms and self-assessment systems.Item An empirical analysis of local government document management systems using constructs of the Technology Acceptance model (TAM) and Total Quality Management (TQM) across selected clusters in the eThekwini Metropolitan Municipality in KwaZulu-Natal. South Africa(2020-03) Chetty, Vartharaj; Mgutshini, T.Background: Document management processes represent a key consideration in business success and quality management. There is ongoing pressure for the public sector to embrace these tools to increase efficiencies, reduce cost, waste and more significantly upholding their mandate of improved services to its citizenry. The development of innovative document management systems may offer a potential strategic advantage for businesses whose running costs and business activities centrally depend on the management of documents Aim/ Purpose: - The fundamental aim of the study was to conduct an appraisal of local government document management systems using the constructs of the Technology Acceptance Model (TAM) in order to evaluate their impact on Total Quality Management (TQM) in selected clusters across eThekwini Municipality in Kwa-Zulu Natal, South Africa. Setting: South Africa comprises of nine provinces, one of which is KwaZulu-Natal, located on the east coast of South Africa. The eThekwini Municipality consists of a diverse society confronted with various social, economic, environmental and governance challenges. Methodology - An exploratory sequential mixed method comparative case study design described the study’s methodology. The study was based on the combination of a desktop review; semi-structured exploratory individual interviews (n=45) with executive and strategic employees within the municipality; focus group discussions (n=2) and a quantitative online survey(n=186). Data collection and data analysis methods: All the data collected from the qualitative processes for example, the focus group discussions and the individual interviews were analysed using a hybrid of approaches. Emergent themes and variables on interest were explored further via an online survey that was based on a quantitative design Findings: The current study utilised a combination of TQM and TAM analyses of different document management systems and engagement with key personnel to develop a model to support the uptake of new document management systems. Primarily, political, technological and socio-cultural factors were found to have contributed in influencing whether or not, employees take up a newly introduced DMS. Conclusion and Implications for practice: - The South African context creates a unique dynamic and, for that reason, traditional westernised models related to technology acceptance were found inadequate.Item Factors affecting the implementation of quality management practices in construction projects : $b the case of Transnet Capital Projects(2020-11) Mokwena, Pearl Lucky; Ramchander, ManduthThis study examined the factors affecting the implementation of Quality Management Practices in construction projects at Transnet Capital Projects (TCP). The study sought to establish the factors determining success in delivering quality at TCP and identify the barriers to quality policy implementation at TCP. The study further sought to establish the degree to which top management drives quality at the project sites and to discover project managers’ perceptions of Quality Management Systems at TCP. This study employed a quantitative approach for data collection. A questionnaire was administered to respondents who participated in the survey. Participants were selected using a stratified random sampling technique. The data was analysed using SPSS 25.0, and statistics were generated for analysis and interpretation. The factors affecting the implementation of quality management practices including the inherent challenges in the QMS in construction projects in the TCP Waterberg coal line were identified, together with the role played by key players, such as management and employees. Thus, the objectives set for the study were satisfactorily achieved. This research revealed that TCP management is very committed to the promotion of quality in projects by ensuring that a QMS is always available. However, other challenges require attention, such as the lack of project compliance monitoring (regular inspections and audits) and assessment of technical competence of subcontractors to assure that projects are completed on time and at the expected quality level. Quality Management Systems (QMS) are implemented in the construction industry to improve organisational effectiveness and ensure company objectives. The study recommends that the TCP management conduct regular project meetings to instil and enforce a quality culture amongst all employees; offer employees who properly follow the quality management practices rewards or awards; make sure that compliance inspections and audits are done as regularly as required; constantly provide resources to facilitate QMP and improve clients’ involvement in quality management practices. Above all, management must follow-up on all the QMP strategies to see if they are being implemented as is expected. The study recommended that project stakeholders apply critical quality management practices to ensure that projects are completed timeously and that all requirements critical to ensuring the quality in project management are met. Also, it recognised the need to enforce gender parity since males appeared to dominate management positions. Another significant recommendation was to engage staff in continuous professional development training. Amid the Fourth Industrial Revolution starting point, training, retraining, and reskilling are paramount in the growth of an organisation. The study finally recommends further research in exploring other factors that affect the implementation of quality management practices, such as, organisational culture and communication and their influence on TQM, organisational performance, and customer satisfaction.Item Optimising corrective maintenance backlog using quality tools and quality principles at a selected power generation plant in South Africa optimising corrective maintenance backlog using quality tools and quality principles at a selected power generation plant in South Africa(2022-04) Maseola, Matshidiso Moses; Ramchander, ManduthThis study is located within a power generation plant based in the Free state province of South Africa. Corrective maintenance is a challenge in the power generation plant which created corrective maintenance backlog. This emerged as a significant challenge for the power generation to address. According to previous studies, there has been minimal improvements in the coal-fired power generation plants in South Africa. This has created an environment where power generation is through aged infrastructure with high maintenance. South Africa, with its current power generation challenges, has a direct negative impact on global investors. It is critical to meet electricity demand to power the current and future economic needs of the country. The aim of the study is to optimise the corrective maintenance backlog at a selected power generation plant. In this study, a combination of qualitative and quantitative research methods were applied. A questionnaire was sent to the power generation plant employees. Top management was interviewed, and secondary data on corrective maintenance and documentation was analysed. This study looked at integrating essential quality tools and ISO 9001:2015 Quality Management Principles to optimise the corrective maintenance backlog. This integration brought about a practical and implementable framework that the power generation plant can apply to improve the execution of maintenance activities and thus reduce the corrective maintenance backlog.Item The effectiveness of quality management systems in project management : the case of Transnet Group Capital(2021-09) Kumalo, Duduzile Emmah; Ramchander, ManduthTransnet’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.Item The relationship between the activity and impact training approaches as used in selected South African food manufacturing companies implementing total quality management(2000) Lourens, Melanie Elizabeth; Chetty, GopalkrishnaThe aim of this investigation is to establish the relationship between the Activity and Impact .training approaches in selective South African food manufacturing companies in order to establish which training approach makes the greatest contribution to a Total Quality Management implementation strategy. The main characteristics of these two training approaches are the following: In the Activity training approach the focus is on individual training requirements. Here the trainee and/or the line supervisor subjectively identify individual training requirements (training needs). Furthermore, this approach has no conclusive form of evaluation being conducted, especially to determine whether the knowledge and skills gained during the training course has been transferred to the trainee's working environment Impact training focuses on results-orientated training aimed at meeting the needs of the organisation by providing employees with relevant knowledge and skills to improve their performance. The work environment is seen as an extension of the training programme enabling both the Human Resources Department (Training and Development Department) and the line manager to work in joint collaboration when measuring the trainees' performance in a practical environment A self-designed questionnaire was used to determine whether the selected sample population (n=171) follows an Activity or an Impact training approach when implementing a Total Quality Management strategy. The research revealed three pertinent findings: Firstly, Total Quality Management programmes implemented within the South African food manufacturing industry characterise both the Activity and the Impact training approaches.Item The role of total quality management (TQM) in improving quality and organisational performance in footwear manufacturing organisations in KwaZulu-Natal(2013-06-05) Inderlal, Ashwin; Reddy, Karunanidhi; Moodaliyar, RajendranThe purpose of this study is to determine the impact of Total Quality Management (TQM) elements of Leadership, Customer Focus, and Employee Involvement on Quality Improvement and Organisational Performance, as well as the relationship between Quality Improvement and Organisational Performance. A questionnaire was administered to a convenience sample of 32 footwear manufacturing organisations in the eThekwini region of Kwazulu-Natal. Confirmatory Factor Analysis was used to verify the reliability and validity of the measuring instrument. Regression and correlation analysis was developed to test the relationship between the TQM elements, Quality Improvement and Organisational Performance. The TQM elements used in this study were Leadership, Customer Focus, and Employee involvement. The findings of this showed that Leadership and Customer Focus had a positive influence on Quality Improvement. Also, Leadership was found to have a positive influence on Organisational Performance. In addition, a positive relationship existed between Quality Improvement and Organisational Performance. The results of this study could provide valuable information to managers of footwear manufacturing organisations in identifying those elements that have a positive effect on improving quality. Hence, allocating resources to these elements would enable footwear manufacturing organisations to enhance the performance of their organisations.Item Influence of quality initiatives on the operations of a selected metal recycling company in KwaZulu-Natal : a case study(2013-06-05) Isheloke, Byelongo Elisee; Garbharran, Hari Lall; Moorley, AngadhThe aim of this study has been to establish the influence of quality initiatives on the operations of a selected metal recycling company in KwaZulu-Natal. The rationale for this study was based on the information that the financial turmoil has led to a significantly reduced demand for scrap metals and that there is a shortage of information on quality initiatives in the secondary metal industry in this province. Little research, if any, has been done on this particular topic. Hence, there was a need to conduct research of this magnitude. A review of literature provided the basis for the investigation. A multi-method approach was followed as the project required both quantitative and qualitative methods. The research required interdepartmental inputs. The theme of study focused on what could be seen as a topic of research in the department of quality, while the actual research was conducted within the ambit of business administration as a field of study. The data collected through the questionnaires and the operations‟ know-how observed in the yard were subject to scrutiny to enhance relevance in the field of study. As the target population of 70 people was small, it became appropriate to do a census study. A total of 68 people returned filled-in questionnaires administered to operations workers and their management. The response rate was 97%. The study evaluated the importance of training on quality and safety as an integrated domain and the impact thereof in the secondary metal products industry. It further identified a number of drawbacks that hamper the effectiveness of metal operations. The results revealed that excellent quality initiatives have a positive impact on the value-adding operations.Item 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.Item The importance of integrating quality practices into strategic management(2009) Sukdeo, Nita; Singh, ShaliniOver the past ten years, intense global competition, changing customer needs and the changing business environment have forced many organisations to examine their organisational goals and to re-evaluate how to meet their challenges. Extreme global competition has forced many organisations to develop action plans to respond to an increasingly competitive market. One such action plan identified was the integration of quality practices and principles with strategic planning of the organisation. This research investigated the importance and usefulness of integrating quality practices in the strategic management process of organisations in the Printing and Packaging industry in the Ethekweni Municipality. This study included a combination of qualitative and quantitative research methods. The review of literature represented the qualitative research method, acknowledged the importance of, and advantages and disadvantages of integrating quality practices with the strategic management process. It also identified selected quality practices that can improve the strategic planning process. The quantitative method included a preliminary study and a main study. The preliminary study was conducted using questionnaires and interviews consisting of 10 and 5 organisations respectively. The main study consisted of questionnaires administered to 30 organisations. The results of the pilot study showed that although many organisations were aware of the integration, they did not have the support from employees, nor the time to implement it. The main study indicated that the majority of the organisations integrated the two practices. 97% of the organisations found that this integration was difficult initially, but with some perseverance achieved success, while 3% of the organisations did not implement the integration. The latter are now considering the integration process. Hence, it can be accepted that the integration of quality practices within the strategic management process has directed the organisation toward continuous improvement, a competitive advantage, a greater market share and sustainability, greater customer satisfaction and increased profitability and sales.