Framework for the effective implementation of total quality management in the maintenance of tertiary instituition buildings in South Africa
The standards of maintenance management of building facilities at many educational institutions, including tertiary institutions, need improvement. TQM has been proven to be effective in the improvement of quality in the maintenance of school building facilities, although many tertiary institutions are still grappling to implement TQM in the maintenance of their buildings. This particular research project investigates the extent of TQM practices; determines challenges experienced; determines success factors and establishes a framework that will ensure the effective implementation of Total Quality Management in the maintenance of tertiary institution buildings in South Africa. A quantitative research design was adopted, where a questionnaire with closed-ended questions was distributed to purposively-sampled maintenance workers in a tertiary institution. A total of 54 respondents participated in the study. The study adopted a case study approach. Five CPUT campuses were selected as the cases for the research study. Descriptive and inferential statistics were used to analyse the data. Data analysis was carried out by means of ranking; ANOVA test and Kruskal-Wallis test of association. The findings obtained indicate that all the TQM practices were implemented. Respondents perceived non-involvement of maintenance workers in decision-making as the most frequently experienced challenge during their building maintenance activities. A statistically significant different existed in the perception of workers’ affiliated campuses on TQM success factors. Findings revealed that TQM success factors were extensively practiced with respect to training and education of maintenance workers, use of statistical methods, and commitment to satisfaction to school stakeholders, as well as commitment from top management. To improve the maintenance management standard of buildings in tertiary institutions and ensure effective TQM implementation during maintenance activities, the study suggests a framework that provides interventions in situations where significant differences were found. It also suggests nine factors to the CPUT Maintenance Department to ensure effective implementation or actualisation in the maintenance of its buildings. A further study to identify new trends in the application of TQM in the maintenance of school buildings by conducting continuous studies from time to time is highly recommended.