TY - GEN
T1 - Improved productivity and customer satisfaction in manufacturing through a sustainable quality system
AU - Monareng, Mokwalo
AU - Mulaba-Bafubiandi, Antoine F.
AU - Agwa-Ejon, John F.
N1 - Publisher Copyright:
© 2016 Portland International Conference on Management of Engineering and Technology, Inc.
PY - 2017/1/4
Y1 - 2017/1/4
N2 - This work is based on a case study of a manufacturing company in Johannesburg, South Africa. The paper presents a set of findings based on an investigation into Quality Management System (QMS) implementation at a company located in the Northern part of Johannesburg. The paper discusses challenges experienced in QMS implementation, successes achieved, failures, and propose recommendations on how to improve QMS implementation and maintain a sustainable management system. Observations, unstructured interviews and structured questionnaires were used. Triangulation was concluded on 20% of respondents using unstructured interviews. Questionnaires were distributed to 114 respondents divided into three segments, namely; customers, Top Management and employees. 62% responses were received back properly completed. The results revealed that the customers involved in the study preferred to do business with companies where QMS has been implemented. The responses from Management showed that QMS implementation is of importance to them and is an empowerment tool to their employees.
AB - This work is based on a case study of a manufacturing company in Johannesburg, South Africa. The paper presents a set of findings based on an investigation into Quality Management System (QMS) implementation at a company located in the Northern part of Johannesburg. The paper discusses challenges experienced in QMS implementation, successes achieved, failures, and propose recommendations on how to improve QMS implementation and maintain a sustainable management system. Observations, unstructured interviews and structured questionnaires were used. Triangulation was concluded on 20% of respondents using unstructured interviews. Questionnaires were distributed to 114 respondents divided into three segments, namely; customers, Top Management and employees. 62% responses were received back properly completed. The results revealed that the customers involved in the study preferred to do business with companies where QMS has been implemented. The responses from Management showed that QMS implementation is of importance to them and is an empowerment tool to their employees.
UR - http://www.scopus.com/inward/record.url?scp=85016219777&partnerID=8YFLogxK
U2 - 10.1109/PICMET.2016.7806762
DO - 10.1109/PICMET.2016.7806762
M3 - Conference contribution
AN - SCOPUS:85016219777
T3 - PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings
SP - 2188
EP - 2196
BT - PICMET 2016 - Portland International Conference on Management of Engineering and Technology
A2 - Anderson, Timothy R.
A2 - Kocaoglu, Dundar F.
A2 - Niwa, Kiyoshi
A2 - Perman, Gary
A2 - Kozanoglu, Dilek Cetindamar
A2 - Daim, Tugrul U.
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016
Y2 - 4 September 2016 through 8 September 2016
ER -
