Improved productivity and customer satisfaction in manufacturing through a sustainable quality system

Mokwalo Monareng; Antoine F. Mulaba-Bafubiandi; John F. Agwa-Ejon

doi:10.1109/PICMET.2016.7806762

Improved productivity and customer satisfaction in manufacturing through a sustainable quality system

Mokwalo Monareng
, Antoine F. Mulaba-Bafubiandi
, John F. Agwa-Ejon

Metallurgy

University of Johannesburg

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

1 Citation (Scopus)

Abstract

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.

Original language	English
Title of host publication	PICMET 2016 - Portland International Conference on Management of Engineering and Technology
Subtitle of host publication	Technology Management For Social Innovation, Proceedings
Editors	Timothy R. Anderson, Dundar F. Kocaoglu, Kiyoshi Niwa, Gary Perman, Dilek Cetindamar Kozanoglu, Tugrul U. Daim
Publisher	Institute of Electrical and Electronics Engineers Inc.
Pages	2188-2196
Number of pages	9
ISBN (Electronic)	9781509035953
DOIs	https://doi.org/10.1109/PICMET.2016.7806762
Publication status	Published - 4 Jan 2017
Event	2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016 - Honolulu, United States Duration: 4 Sept 2016 → 8 Sept 2016

Publication series

Name	PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings

Conference

Conference	2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016
Country/Territory	United States
City	Honolulu
Period	4/09/16 → 8/09/16

UN SDGs

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

SDG 9 Industry, Innovation, and Infrastructure

ASJC Scopus subject areas

Engineering (miscellaneous)
Medicine (miscellaneous)
Management Science and Operations Research
Management of Technology and Innovation
Information Systems and Management

Access to Document

10.1109/PICMET.2016.7806762

Cite this

Monareng, M., Mulaba-Bafubiandi, A. F., & Agwa-Ejon, J. F. (2017). Improved productivity and customer satisfaction in manufacturing through a sustainable quality system. In T. R. Anderson, D. F. Kocaoglu, K. Niwa, G. Perman, D. C. Kozanoglu, & T. U. Daim (Eds.), PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings (pp. 2188-2196). Article 7806762 (PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/PICMET.2016.7806762

Monareng, Mokwalo ; Mulaba-Bafubiandi, Antoine F. ; Agwa-Ejon, John F. / Improved productivity and customer satisfaction in manufacturing through a sustainable quality system. PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings. editor / Timothy R. Anderson ; Dundar F. Kocaoglu ; Kiyoshi Niwa ; Gary Perman ; Dilek Cetindamar Kozanoglu ; Tugrul U. Daim. Institute of Electrical and Electronics Engineers Inc., 2017. pp. 2188-2196 (PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings).

@inproceedings{a2dc802fea3e4f7ea1e485e1ebac9589,

title = "Improved productivity and customer satisfaction in manufacturing through a sustainable quality system",

abstract = "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.",

author = "Mokwalo Monareng and Mulaba-Bafubiandi, \{Antoine F.\} and Agwa-Ejon, \{John F.\}",

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doi = "10.1109/PICMET.2016.7806762",

language = "English",

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Monareng, M, Mulaba-Bafubiandi, AF & Agwa-Ejon, JF 2017, Improved productivity and customer satisfaction in manufacturing through a sustainable quality system. in TR Anderson, DF Kocaoglu, K Niwa, G Perman, DC Kozanoglu & TU Daim (eds), PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings., 7806762, PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings, Institute of Electrical and Electronics Engineers Inc., pp. 2188-2196, 2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016, Honolulu, United States, 4/09/16. https://doi.org/10.1109/PICMET.2016.7806762

Improved productivity and customer satisfaction in manufacturing through a sustainable quality system. / Monareng, Mokwalo; Mulaba-Bafubiandi, Antoine F.; Agwa-Ejon, John F.
PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings. ed. / Timothy R. Anderson; Dundar F. Kocaoglu; Kiyoshi Niwa; Gary Perman; Dilek Cetindamar Kozanoglu; Tugrul U. Daim. Institute of Electrical and Electronics Engineers Inc., 2017. p. 2188-2196 7806762 (PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings).

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

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.

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.

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M3 - Conference contribution

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BT - PICMET 2016 - Portland International Conference on Management of Engineering and Technology

A2 - Anderson, Timothy R.

A2 - Kocaoglu, Dundar F.

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A2 - Perman, Gary

A2 - Kozanoglu, Dilek Cetindamar

A2 - Daim, Tugrul U.

PB - Institute of Electrical and Electronics Engineers Inc.

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Y2 - 4 September 2016 through 8 September 2016

ER -

Monareng M, Mulaba-Bafubiandi AF, Agwa-Ejon JF. Improved productivity and customer satisfaction in manufacturing through a sustainable quality system. In Anderson TR, Kocaoglu DF, Niwa K, Perman G, Kozanoglu DC, Daim TU, editors, PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings. Institute of Electrical and Electronics Engineers Inc. 2017. p. 2188-2196. 7806762. (PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings). doi: 10.1109/PICMET.2016.7806762

Improved productivity and customer satisfaction in manufacturing through a sustainable quality system

Abstract

Publication series

Conference

UN SDGs

ASJC Scopus subject areas

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