QUALITY CONTROL AS A COMPETITIVE TOOL FOR SMALL SCALE ENTERPRISES IN NIGERIA

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ABSTRACT

The primary objectives of this research is to enable its readers obtain an understanding of the administration of Quality control system in Nigeria. A lot of Quality control management decisions have therefore been directed at keeping pace with all these changes to ensure efficient production of Quality products in and services. Since customers view the price paid for items in terms of their qualities, business firm should ensure that they maintain good quality product for customers’ satisfaction. Quality product gives a firm good image, good reputation, and goodwill. This ensures a good market and an ultimate profit and strong competitive stand among other firms within and outside the country.

TABLE OF CONTENTS

Title Page – – – – – – – – – i

Declaration – – – – – – – – – ii

Approval Page – – – – – – – – – iii

Dedication – – – – – – – – – – iv

Acknowledgement – – – – – – – – – v

Abstract – – – – – – – – – – vi

Table of Content – – – – – – – – vii

CHAPTER ONE: Introduction

Background of the Essay – – – – – – – 1
Objective of the Essay- – – – – – 3
Significance of the Essay – – – – – – – 4
Scope and limitation of the Essay – – – – – 4

CHAPTER TWO: Literature Review

2.1 Introduction – – — – – – – – – 6

2.2 The Traditional Concept of Quality – – – – 7

2.3 Concept of Small Scale Enterprises – – – – 10

2.4 Need for Small Scale Enterprises – – – – – 14

2.5 Overview of Total Quality Management.- – – – 15

2.6 TQM: Evolution, Concepts and Prospects – – – 19

2.7 TQM Concept AND Quality Service – – – – 28

2.8 Product Quality in Small Scale Enterprises – – – 31

2.9 Determinants of Service Quality – – – – – 32

2.10 TQM Concept of Quality and Customer Satisfaction – – 34

2.11 Organizational Culture and the Applicability of TQM – – 36

CHAPTER THREE: Summary, Conclusion & Recommendations,

3.1 Summary- – – – – – – – – 43

3.2 Conclusion – – – – – – – – 43

3.3 Recommendations – – – – – – – 44

References – – – – – – – – 46

CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE ESSAY

The dynamic changes in the environment particularly as they affect the tastes and aspirations of consumers, underscore the need to respond effectively to challenges posed by the changes. On account of deregulation of our economy, competition has become a major challenge which chief executives must meet effectively to remain in business. Most managers agree that if an organisation is to be successful, it must change continually in response to significant development, such as customer needs, technological breakthroughs and government regulations (Eke, 2001).

Globalization of market and operations forces organisations to rethink their quality problems and in turn their overall organisational competitiveness. In order to be successful in this global market, organisations should dedicate themselves to improving productivity and quality in a timely and collaborative manner (Dobyns and Crawford, 1994).

In recent times, the concept of customer services has risen to the centre stage of modern business. As a result of this development, the management vocabulary is now replete with all kinds of technologies which are used to describe one and the same thing, customer service. Among these terminologies are customer satisfaction, customer care, customer relations, etc (Nwosu, 1996).

To achieve world class customer service, Total Quality Management (TQM) techniques, supported by management commitment and good organisation will provide objective means of improving quality and hence the overall organisational competitiveness (Christopher, 1994).

Total quality management is among the new techniques which modern organisations now employ with very good effect to secure and keep their customers permanently satisfied. To this end, the Power Holding Company of Nigeria is not expected to be left out of this struggle by organisations, to remain relevant, gain a deeper insight into customers’ expectations of services and the strategies that could be implemented to achieve a closer fit with wants and needs as well as excel in the face of the present competitive environment. Total quality management is therefore a way of managing to improve the effectiveness, efficiency, flexibility and competitiveness of a business as a whole (Christopher, 1994).

The role played by the small business has a vital input in the socio-economic and welfare development of any nation cannot be overestimated. There is no doubt that poor quality culture has been the bane of management in Nigeria.

Problems of meeting products specification, often times, product fail to meet the specification required by customers because of assignable causes like; defective materials used, improper setting of equipment, operational errors, manpower etc. it is not worthy of mention that it cost the same amount to produce products units problems of variation in quality of product.

It is against this background that the writer intends to write on the quality control as a competitive tool for small scale enterprises in Nigeria.

1.2 OBJECTIVES OF THE ESSAY

This objective of the essay is to examine the quality control as a competitive tool for small scale enterprises. The specific objectives are: