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Diffusion of a Quality Management System: A Case Study
Author(s)
Solomon, Noel Phillip
Date Issued
2017
Type
Thesis
Publisher
Cape Peninsula University of Technology
Abstract
The diffusion of a Quality Management System (QMS) to improve business performance depends upon the quality management strategy used. The aim of Eskom’s QMS strategy was to create a sustainable quality drive throughout the company to improve customer and stakeholder satisfaction.
This research project’s objective is to determine how the diffusion of a QMS can improve the electricity supply industry in the Western Cape division of the electricity sector in South Africa.
The key research objectives within the research study are:
to assess what effect a QMS has on a sustainable long-term solution for energy supply;
to assess how a QMS contributes to the establishment of world class processes and practices;
to determine how a QMS affects quality culture;
to determine what factors of a QMS play a role in a continual improvement process, and
to determine what barriers affect a sustainable QMS implementation.
The research question is: “how can the diffusion of a QMS bring improvement to the electricity supply industry?”
A quantitative research methodology was employed in the study. The responses to a survey questionnaire were analysed and conclusions were drawn.
The research finding is that diffusion of a QMS improves the electricity industry by positively affecting attitudes towards the challenge of securing a sustainable long-term energy supply, improving processes and practices, engendering a quality culture and contributing towards continual improvement. At the same time, certain barriers to the implementation of a sustainable QMS were identified.
This research project’s objective is to determine how the diffusion of a QMS can improve the electricity supply industry in the Western Cape division of the electricity sector in South Africa.
The key research objectives within the research study are:
to assess what effect a QMS has on a sustainable long-term solution for energy supply;
to assess how a QMS contributes to the establishment of world class processes and practices;
to determine how a QMS affects quality culture;
to determine what factors of a QMS play a role in a continual improvement process, and
to determine what barriers affect a sustainable QMS implementation.
The research question is: “how can the diffusion of a QMS bring improvement to the electricity supply industry?”
A quantitative research methodology was employed in the study. The responses to a survey questionnaire were analysed and conclusions were drawn.
The research finding is that diffusion of a QMS improves the electricity industry by positively affecting attitudes towards the challenge of securing a sustainable long-term energy supply, improving processes and practices, engendering a quality culture and contributing towards continual improvement. At the same time, certain barriers to the implementation of a sustainable QMS were identified.
Additional information
Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2017.
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196033861-Solomon-Noel Phillip-M.Eng-Quality-Eng-2017.pdf
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Theses
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1.76 MB
Format
Adobe PDF
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