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Faculty of Management Sciences

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Subject: search.filters.subject.Quality control--Standards

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    An assessment of the impact of quality standards on the business performance of small, medium and micro-sized enterprises in KwaZulu-Natal : selected cases in the Durban Metropolitan area
    (2019-10) Mkhize, Phindile Buyile; Matsiliza, Noluthando S.; Nombela-Mseleku, N.
    The aim of this research is to assess the impact of quality standards on the business performance of SMMEs in KwaZulu-Natal, with specific reference to selected cases in the Durban Metropolitan Area. Over the years, organizations have been frequently criticised for failing to comply with the quality standards such as the SANS 9001 / ISO 9001 that are required for effective implementation of Quality Management Systems and SANS 342 which provides specifications for diesel fuel products. Quality standards are defined as a set of detailed specifications, requirements, various guidelines and characteristics to be adopted in order to provide assurance that the product, service or process is fit for purpose. The perception amongst organizations has often been that systems and products certification do not add value towards improved business processes, best practices and customer satisfaction. It is further argued that product certification is erroneously perceived by organizations as a marketing tool and strategy that is needed for business survival and larger market penetration. The focus of this study is to critically evaluate the correlation between quality standards and organizational performance. Whilst looking at the impact of quality standards, the study critically assesses the holistic approach used in the adoption of quality standards. In order to meet the objectives of this study, the research adopts a mixed method approach. However, the quantitative approach is predominant since data will be collected using completed questionnaires, which can be quantified. This study was restricted to a targeted population and therefore the sample size was limited to twenty SMMEs, comprising ten non-certified SMMEs and ten certified SMMEs. This study adopted a qualitative research approach to collect and analyse data. The research methodology involved the use of semi-structured interviews and questionnaires. The surveys used to collect data involved both certified and non-certified organizations regardless of the type and size of business. Hence the scope covered businesses that manufacture products as well as those rendering services. The hypotheses to be tested and the results emanating from the survey formed an integral part of the research conclusions, recommendations for intervention and contemplated areas for further research. The study established that there is a positive relationship between the adoption of quality standards and business excellence of SMMEs. Based on the findings, several recommendations have been made including the significant role of government in the mitigation of the challenges and barriers associated with the acquisition of statutory quality management systems and compliance of quality standards as experienced by SMMEs
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    The impact of ethical values of SME owners-managers on performance of enterprises : Durban South, eThekwini Municipality, KwaZulu-Natal province, South Africa
    (2020-11) Mahohoma, Tinaye; Agbenyegah, Albert Tchey
    The primary purpose of this study was to investigate impact of ethical values of SME owner-managers on performance of enterprises: Durban South, eThekwini Municipality, KwaZulu-Natal Province thereof. Previous studies pointed out the significant role played by ethical values towards the performance of SMEs. However, very little research has been conducted in South Africa on the impact of ethical values of SME owner-managers on the performance of their enterprises, especially in the Durban South area. In order to achieve the purpose, a conceptual framework was developed to explain the relationships between ethical values, ethical practices, leadership style, organisational policies and performance of SMEs. Substantive hypotheses were formulated in order to determine the validity of the propositions made in the literature review, with the objective of testing the proposed the conceptual model. The researcher employed questionnaires to gather field data from a selected sample of 217 which was drawn from a target population of 500 SMEs in the Durban South area. The field data was analysed using the Statistical Package for Social Sciences (SPSS), Version 26. Statistical tools that include frequency tables, pie-charts and graphs were utilised in analysing data in chapter five. The Correlation matrix, chi-square test and linear regression analysis were also utilised to further analyse the strength of association between the variables. The findings from the study indicated that there was statistically significant association between business ethics and performance; that there was a significant positive relationship between corporate governance success of the businesses, and that there was no significant relationship between the personal values and ethical practices, and there was no significant association between business ethics and ethical practices. One of the recommendations of the study was that the Pe model should be operationalised to reduce unethical conduct of employees and owner- managers of SMEs. The study further recommended that there should be creation of SBCF at municipal level. Additionally, it was recommended that BE education should be introduced.
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    The impact of ISO9000 certification on organizational performances in Gauteng
    (2020-09) Vadivalu, Chrissal; Chummun, Bibi Zaheenah
    ISO9000 as a concept has mostly been associated with the functional role of quality management. The concept from a theoretical point of view has been studied. Although, there is a lack of a theoretical foundation and research on the actual role of ISO9000 and its effectiveness on operational and business performance. Despite the numerous studies on the effectiveness and impact of ISO9000 standard in companies, researchers have still not come to an agreement on the standards benefits. It is therefore important to undertake an investigation in order to determine how ISO9000 affects the organizational performance in companies based in Gauteng. The aim of the study was to investigate the effectiveness of ISO9000 on organizational performance. A concept analysis was made which combines theoretical and analytical phases. The Statistical Package of Social Science (SPSS) data analysis was used to conduct the statistical tests. The population count used in the study was from 172 ISO9000 certified companies registered on SANAS, ALPHA and SABS in Gauteng. Random sampling was used to conduct the research in 102 companies. The empirical data was collected from questionnaire surveys which were sent to 102 ISO9000 certified companies in Gauteng and answered by top management who were responsible for quality in their organizations. The results has revealed that there is a statistically significant improvement that is related to the ISO9000 dimensions. Like other research the present study has limitations. The sample of the responding ISO9000 certified companies is limited to Gauteng, moreover the responses could be subjected to bias as it is a representative of one person in the company. Furthermore the statistics were not compared to noncertified companies as this study was not a comparative study. The above limitations suggest future research recommendations. Some of the recommendations that should be considered for future studies are the number of participating certified companies - a comparative study would be beneficial. Based on the core issue of inconsistencies in the conclusions of ISO9000 Effectiveness research articles, the present study provides a comprehensive favorable impact that ISO9000 certification has on both operational and business performance.
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    The effectiveness of the ISO 9001:2000 quality management standard on performance and customer satisfaction at a selected organisation
    (2010) Moodaliyar, Rajendran; Jinabhai, Dinesh C.; Singh, Shalini
    Over the years, organisations have been criticised for implementing the ISO 9000 Quality Management Standards purely as a marketing strategy without any commitment to improving quality and customer satisfaction. This study aimed to investigate the effectiveness of the ISO 9001:2000 quality management standard on performance and customer satisfaction. The objectives of the study included determining the level of effectiveness of the ISO 9001:2000 quality management with respect to enhanced leadership, continuous improvement and customer satisfaction; ascertaining the extent to which ISO 9004 and other business improvement approaches that were used to improve the performance of the organisation and determining the level of customer complaints before and after ISO 9001:2000 certification. This research investigation involved the case study approach which utilised both the qualitative and quantitative methodologies. The latter involved the analysis of the organisation’s production and customer complaints data pre- and post ISO 9001:2000 certification as well as the responses to the closed-ended questions in the questionnaire, while the former entailed an analysis of the responses to the open-ended questions in the questionnaire and a search of the literature to corroborate the findings of this study. Thirty-one of the fiftytwo employees of the organisation completed and returned the questionnaire that was administered. This represented a 60% response rate. The responses to the questionnaire were influenced by the employees’ level of training, knowledge and experience of the ISO 9001 quality management standard. Thus, the results cannot be generalised to other ISO 9001 certified organisations. The pre- and post study revealed that the level of customer complaints decreased following ISO 9001:2000 certification. Analysis of the responses to the questionnaire indicated that the ISO 9001:2000 quality management standard was, in most instances, perceived to be effective in ensuring customer satisfaction, leadership and continuous improvement. For future research, it is recommended that researchers investigate the impact of continuous improvement teams and the introduction of appropriate business improvement approaches on organisational performance and customer satisfaction in ISO 9001 certified organisations.