Enhancing Service Quality: A Total Quality Management Approach in a South African Company

A. S. Mncube; N. Sukdeo; S. C. Mukwakungu; C. Mbohwa

doi:10.1109/IEEM58616.2023.10406330

Enhancing Service Quality: A Total Quality Management Approach in a South African Company

Quality and Operations Management

University of Johannesburg

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Citation (Scopus)

Abstract

This paper examines key factors for effective Total Quality Management (TQM) implementation in service industries and investigates the resulting benefits. Utilizing a mixed-methods approach, data were collected via questionnaires and interviews with top management, supervisors, employees, and customers of a South African service company. Results show that most TQM principles were practiced in the organization, but full benefits were not realized due to limited top management commitment and low staff awareness of TQM principles. Recommendations include consistent customer feedback collection, clear communication of short- and long-term objectives to employees, and provision of necessary training resources. Implementing these suggestions will enable the company and other organizations (both service and manufacturing) to fully benefit from TQM and maintain a competitive edge in the market.

Original language	English
Title of host publication	2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023
Publisher	Institute of Electrical and Electronics Engineers Inc.
Pages	1768-1772
Number of pages	5
ISBN (Electronic)	9798350323153
DOIs	https://doi.org/10.1109/IEEM58616.2023.10406330
Publication status	Published - 2023
Event	2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023 - Singapore, Singapore Duration: 18 Dec 2023 → 21 Dec 2023

Publication series

Name	2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023

Conference

Conference	2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023
Country/Territory	Singapore
City	Singapore
Period	18/12/23 → 21/12/23

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 9 Industry, Innovation, and Infrastructure

Keywords

Customer satisfaction
Service Quality
Service industry
Total Quality Management

ASJC Scopus subject areas

Artificial Intelligence
Decision Sciences (miscellaneous)
Statistics, Probability and Uncertainty
Industrial and Manufacturing Engineering
Modeling and Simulation
Strategy and Management

Access to Document

10.1109/IEEM58616.2023.10406330

Cite this

Mncube, A. S., Sukdeo, N., Mukwakungu, S. C., & Mbohwa, C. (2023). Enhancing Service Quality: A Total Quality Management Approach in a South African Company. In 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023 (pp. 1768-1772). (2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/IEEM58616.2023.10406330

Mncube, A. S. ; Sukdeo, N. ; Mukwakungu, S. C. et al. / Enhancing Service Quality : A Total Quality Management Approach in a South African Company. 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023. Institute of Electrical and Electronics Engineers Inc., 2023. pp. 1768-1772 (2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023).

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title = "Enhancing Service Quality: A Total Quality Management Approach in a South African Company",

abstract = "This paper examines key factors for effective Total Quality Management (TQM) implementation in service industries and investigates the resulting benefits. Utilizing a mixed-methods approach, data were collected via questionnaires and interviews with top management, supervisors, employees, and customers of a South African service company. Results show that most TQM principles were practiced in the organization, but full benefits were not realized due to limited top management commitment and low staff awareness of TQM principles. Recommendations include consistent customer feedback collection, clear communication of short- and long-term objectives to employees, and provision of necessary training resources. Implementing these suggestions will enable the company and other organizations (both service and manufacturing) to fully benefit from TQM and maintain a competitive edge in the market.",

keywords = "Customer satisfaction, Service Quality, Service industry, Total Quality Management",

author = "Mncube, \{A. S.\} and N. Sukdeo and Mukwakungu, \{S. C.\} and C. Mbohwa",

note = "Publisher Copyright: {\textcopyright} 2023 IEEE.; 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023 ; Conference date: 18-12-2023 Through 21-12-2023",

year = "2023",

doi = "10.1109/IEEM58616.2023.10406330",

language = "English",

series = "2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023",

publisher = "Institute of Electrical and Electronics Engineers Inc.",

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Mncube, AS, Sukdeo, N , Mukwakungu, SC & Mbohwa, C 2023, Enhancing Service Quality: A Total Quality Management Approach in a South African Company. in 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023. 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023, Institute of Electrical and Electronics Engineers Inc., pp. 1768-1772, 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023, Singapore, Singapore, 18/12/23. https://doi.org/10.1109/IEEM58616.2023.10406330

Enhancing Service Quality: A Total Quality Management Approach in a South African Company. / Mncube, A. S.; Sukdeo, N.; Mukwakungu, S. C. et al.
2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023. Institute of Electrical and Electronics Engineers Inc., 2023. p. 1768-1772 (2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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T1 - Enhancing Service Quality

T2 - 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023

AU - Mncube, A. S.

AU - Sukdeo, N.

AU - Mukwakungu, S. C.

AU - Mbohwa, C.

PY - 2023

Y1 - 2023

N2 - This paper examines key factors for effective Total Quality Management (TQM) implementation in service industries and investigates the resulting benefits. Utilizing a mixed-methods approach, data were collected via questionnaires and interviews with top management, supervisors, employees, and customers of a South African service company. Results show that most TQM principles were practiced in the organization, but full benefits were not realized due to limited top management commitment and low staff awareness of TQM principles. Recommendations include consistent customer feedback collection, clear communication of short- and long-term objectives to employees, and provision of necessary training resources. Implementing these suggestions will enable the company and other organizations (both service and manufacturing) to fully benefit from TQM and maintain a competitive edge in the market.

AB - This paper examines key factors for effective Total Quality Management (TQM) implementation in service industries and investigates the resulting benefits. Utilizing a mixed-methods approach, data were collected via questionnaires and interviews with top management, supervisors, employees, and customers of a South African service company. Results show that most TQM principles were practiced in the organization, but full benefits were not realized due to limited top management commitment and low staff awareness of TQM principles. Recommendations include consistent customer feedback collection, clear communication of short- and long-term objectives to employees, and provision of necessary training resources. Implementing these suggestions will enable the company and other organizations (both service and manufacturing) to fully benefit from TQM and maintain a competitive edge in the market.

KW - Customer satisfaction

KW - Service Quality

KW - Service industry

KW - Total Quality Management

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DO - 10.1109/IEEM58616.2023.10406330

M3 - Conference contribution

AN - SCOPUS:85186077950

T3 - 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023

SP - 1768

EP - 1772

BT - 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023

PB - Institute of Electrical and Electronics Engineers Inc.

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ER -

Mncube AS, Sukdeo N , Mukwakungu SC , Mbohwa C. Enhancing Service Quality: A Total Quality Management Approach in a South African Company. In 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023. Institute of Electrical and Electronics Engineers Inc. 2023. p. 1768-1772. (2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023). doi: 10.1109/IEEM58616.2023.10406330

Enhancing Service Quality: A Total Quality Management Approach in a South African Company

Abstract

Publication series

Conference

UN SDGs

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this