A study into the effect of total quality management practices on customer satisfaction by a consortium - a case study of ABP Consult

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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
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,