The impact of total quality management (TQM) on completed small towns water supply systems in the Volta Region
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Date
2021-06-22
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Abstract
The aim of this study was to explore the impacts of total quality management (TQM) on
the management of completed small towns water supply systems in the Volta Region. Data
were gathered from a total of 53 officials of the CWSA and community water supply
technicians through a questionnaire survey. The data was analyzed with descriptive
statistics using frequencies and a Relative Importance Index (RII). Analysis of the data
revealed that TQM has been impactful especially in the areas of system management
through regular recording of project breakdowns, ensuring availability of trained personnel
to carry out repairs and regular monitoring of project functionality to enhance customer
satisfaction. The research showed that there are significant factors that affect the
implementation of TQM with the main ones being that “Management has a clear vision for
implementing quality goals”, “Top-level managers set clear quality goals” and
“Management creates quality awareness among employees”. Overall, the analysis of the
challenges of TQM implementation in the small towns water supply systems has revealed
that there are significant challenges including poor communication, lack of statistical
quality control techniques, absence of long Term planning, inadequate project funds and
the lack of customer focus. The study concludes that the support and commitment that
management takes in implementing a total quality environment is critical to the success of
TQM implementation. Based on the findings of the study, the research recommends the
development of an effective total quality management system with positive hands on
leadership and management support.
Description
A dissertation submitted to the Department of Construction Technology and Management College of Art and Built Environment in partial fulfillment of the requirements for the Degree of Master of Science.
Keywords
CWSA, TQM, Water Supply, Volta Region