TQM impact on quality conformance and customer satisfaction: a causal model

Article Abstract:

A causal model was formulated to investigate the relationship of total quality management (TQM) practices to two aspects of quality performance, namely quality conformity and customer satisfaction. The model aims to enhance the formulation of TQM theory and to indirectly establish a tool that can be used to promote quality awareness in the industrial system. Application of the model on data obtained on a stratified random sample of manufacturing plants revealed the presence of two unique paths of direct influences that could result to customer satisfaction and quality conformance.

Management-Productivity, Organizational effectiveness, Customer satisfaction, Total quality management

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Quality by a step-by-step program in low scale industries

Article Abstract:

The establishment of a step-by-step program in a low scale industry is analyzed in terms of its impact on the production process. The analysis considered quality control and quality management based on a program found in a heavy engineering industry. Quality control methods indicated a differentiation requirement in terms of industry scale. Human resources were factored as vital components in low scale industries.

Engineering Services, Management, Engineering firms, Human capital

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