A study into the effect of total quality management practices on customer satisfaction by a consortium - a case study of ABP Consult
Abstract
The study investigated the relationship between total quality management (TQM) and
customer service in the construction industry. The study sought to identify ways of
incorporating of TQM in consortium practices, identify ways of incorporating customer
service considerations in the Ghanaian construction sector, then find out the relationship
between TQM and customer satisfaction in the Ghanaian construction sector and the
challenges involved in the incorporation of TQM and customer service in consortium.
The study was adopted as a quantitative approach using ABP Consult as the case study.
The study selected 52 out of the 107 workers for the purposes of data gathering. Data
gathered were analysed using mean, frequency, percentages and regression. The analysis
of data in the study revealed that the consortium has incorporated TQM into their
operations but have not adopted any specific TQM method. This means these
organizations incorporate the aspects of International Standard Organization (ISO)
model, the University of Manchester Institute of Science and Technology (UMIST)
Model and the Malcolm Baldrige National Quality Award (MBNQA) Model since some
respondents‟ identified these models to reign some aspects of their operations. The
incorporation has improved the efficiency of employees as well as assisted in aligning
company‟s goals with individual goals. A regression and a correlation analysis
confirmed a positive relationship between TQM and customer satisfaction. It was further
found that consortium face challenges in incorporating TQM construction work,
incorporating customer service in construction work and finally in incorporating TQM in
customer service offering of consortia. Some of the specific challenges faced included
lack of management co-operation, lack of employee buy-in and shorter timeframe within
which to implement the TQM propositions. The study, in the light of the findings made,
recommended the sustenance of an eclectic application of TQM among consortia. Also,
consulting need firms to have indicators or indices for measuring their TQM
performance in order to assess if its incorporation has been successful or not and the
specific application of TQM principles need to be monitored on a constant basis
Description
A Thesis submitted to the Department of Building Technology, College of Art and Built Environment in partial fulfillment of the requirements for the degree of Master of Science,