1,720,972 research outputs found
Quality improvement within the parachute manufacturing industry : a case study of Parachute Industries of Southern Africa (PISA)
No full textSubmitted in Fulfillment of the Requirement of the degree of Masters of Philosophy: Quality, Durban University of Technology, Durban, South Africa. 2019.Total quality management (TQM) has brought about global attention and is being implemented in various sectors ranging from manufacturing and customer service (airports, restaurants, automobile dealers, etc……). TQM has developed largely due to customer demands for better quality products and a memorable customer service experience.
This study revolves around the Durban-based manufacturing facility, which is the main parachute manufacturer of the three sites for Zodiac, with the other two manufacturing facilities being located in France and the United States of America respectively. The manufacturing plant must ensure that customers are content with the quality of manufactured goods and service received from this site. This study centres on the knowledge of employees on TQM during the year 2016 at the parachute and equipment manufacturing factory.
The aim of this study is to develop and implement a plan for a TQM system at the Parachute Industries of Southern Africa (PISA). The research objectives explore the extent of quality concerns at PISA; explore the degree to which quality tools are employed at PISA; capture PISA’s management and employees’ perceptions on TQM; and explore the challenges in adopting TQM principles at PISA. Embracing a culture of TQM and creativity in quality instead of mere compliance, should drive the business quality strategy.
The significance of the study will add to the body of knowledge in the field of TQM, in general, and the manufacturing of parachute and related equipment, in particular. Parachute manufacturing organisations globally will benefit from the study in that they can use the findings coming of this study to enhance their performance to deliver quality products that could save skydivers’ lives.
A comprehensive literature review was executed to obtain a clear understanding of total management comprising of different facets ranging from the history of TQM; the founders; the different costs associated with quality; dimensions of quality; quality management systems (QMS); the benefits of implementing TQM; barriers in achieving TQM; awards presented for the implementation of TQM and; the criticism of TQM.
To achieve the objectives of the study and effectively answer the research question, it was necessary to approach the research from different angles. The research method
to this study was both exploratory and descriptive; therefore, both qualitative and quantitative research approaches were executed. The research methods included surveys in the form of questionnaires and in-depth interviews. The population considered for this study consisted of permanent employees based in the Durban- based manufacturing plant. The population was selected from senior management; middle management; machinists (sewing); quality inspectors and sewing machine mechanics.
The subsequent descriptive and inferential statistical analyses quantify the results as statistically important in relation to the questions of this study. There were some observations of quality that exposed possible areas for development within the Durban based manufacturing site’s quality management system. These areas need to be addressed by management in order to renovate positive perception and buy in to the quality management system.
It is also proposed that future research should be conducted at the France and American parachute manufacturing sites, belonging to the Zodiac group. Another survey should be conducted for the senior management team at the three (South Africa, France and America) parachute manufacturing sites. Such a survey could determine the perception of senior management to TQM and create an alignment with all employees. An effective strategy for communication and quality improvement can be determined for implementation.
The first objective revealed interviews with top management that it will be difficult to sustain PISA as a profitable organisation in the long-term. The survey results conclude that employees recognize the quality concerns and the impact they can have on the current business and in the long-term.
The second objective exposed that PISA’s top management acquires training, to learn and to deploy the relevant quality tools. This would improve the quality performance internally, by eliminating the rework and rejection costs. Also, by eliminating internal quality concerns, quality products can be sent to customers.
The third objective discovered PISA’s top management to be sent on training on TQM and also on the ISO 9001 training. The knowledge gained through the training could be shared with the employees at a lower level, and employees would buy into TQM and the ISO 9001 QMS, because top management would be driving the initiative.
The fourth and final objective revealed would be for non-quality personnel to be sent on TQM training externally and to spend more time with the quality inspectors internally analysis the quality problems being experienced to eliminate repeating the mistake.
The study was able to effectively conclude that TQM manufacturing impacts positively on the manufacturing process and, if implemented correctly, the manufacturing process will run smoothly and efficiently. The more TQM tools, techniques and principles applied to the manufacturing process, the more likely it was to run smoothly, efficiently and achieve customer satisfaction by supplying a quality product.
Employee factors influencing product quality within manufacturing at Skyblu Technologies (Pty) Ltd. Durban
No full textSubmitted in fulfilment of the requirements of the degree of Master of Management Science Specialising in Quality Management, Durban University of Technology, Durban, South Africa, 2024.The electronic goods manufacturing sector in South Africa is an extremely competitive
environment with global price parity adding to the difficulty in positioning organisations in
a favourable competitive position. Product quality is the minimum expectation from
customers that havenumerous product range options to select from. The research is
based on SkyBlu Technologies (Pty) Ltd, based in Mount Edgecombe, Durban, South
Africa, an electronics contract manufacturing facility specialising in the design and
manufacture of digital satellite decoders, television sets and consumer electronics.
Employee behaviour influences the culture of an organisation that ultimately contributes
to the level of product quality. The aim of this study was to ascertain employee factors
that influence product quality and the objectives were to ascertain employees’
understandings of quality, to ascertain if the employees understand their job specific
quality requirements and to ascertain if quality objectives are clearly defined.
A quantitative research approach was utilised to gather and analyse the data. A crosssectional survey was conducted, with data collected through a self-administered
questionnaire. Statistical analysis was performed to extract the necessary information to
achieve the study's objectives.
The research study's findings show that employees at SkyBlu Technologies generally
have positive perceptions of product quality, expressing strong support for the company's
quality assurance processes, work instructions, and leadership. However, the results also
identify areas for improvement, specifically regarding the availability and upkeep of
resources, the integration of technology, and the balancing of production demands with
quality standards. By addressing these issues, SkyBlu Technologies can further improve
its product quality and foster a work environment that encourages continuous product
enhancement.
Recommendations were made to address the findings of this research, to close the gap
and place the organisation in a more strategic competitive position.
The research has contributed knowledge by extending the understanding of the influence
of employee behaviour on product quality. This research can be applied to other
manufacturing organisations to enhance employee contribution to product quality.
Development of quality management systems for support services in the South African public higher education institutions
No full textSubmitted in fulfillment of the requirements of the degree of Doctor of Philosophy in Quality Management, Durban University of Technology, Durban, South Africa, 2021.The adoption and implementation of quality management systems has increasingly
become an important feature of higher education institutions’ attainment of goals and
objectives, as exhibited in the development of relevant policies, structures and systems
at national and institutional levels.
This study contributes to work in conceptualising quality management in higher education
support services. Most studies focusing on quality management have been from an
industry standpoint with little examination of higher education quality management
systems, and even less on service quality systems in higher education. This study
investigated the extent to which quality management systems have been adopted South
African public higher education institutions’ support services. This is done by evaluating
the quality management mechanisms in use and by examining the current practices of
implementation.
Although this study was mainly qualitative, it did not preclude quantitative dimensions
thus allowing not only for triangulation of data, but also for a multi-dimensional analysis
of some of the phenomena investigated. Data was gathered from a range of participants
that included senior HEI managers, quality directors/ managers, support service sector
unit heads, as well as senior academics from six purposefully selected South African
public higher education institutions. These participants were the key informants of the
semi-structured interviews conducted. The semi-structured interviews formed the main
evidence base, alongside the content of institutional documents. A sequential collection
and analysis of data approach was used. Different data sources were compared and
paralleled; and later merged to form a set of qualitative data, which provided a
comprehensive image of the status quo and achieved a unified interpretation of results
for presenting findings.
Although the study found structured quality management processes at public higher
education institutions, these were developed and implemented particularly for their academic enterprise practices. Findings from the study highlight the variance in the HEIs’
development implementation of internal quality management systems while it noted an
absence of systematic approaches to the quality management of the support services
sector.
The study contributes to the understanding of the application of the systems thinking
approach on the development and implementation in the support services sector quality
management systems. The thesis argues for the conceptualisation and operationalisation
of quality management systems in the support services sector within South African public
higher education institutions. The recommendations that emanate from the study include
the need to: build an institution-wide culture of quality and continuous improvement;
develop a systematic approach to quality management that is grounded on well-designed
systems-thinking-based support sector service quality models, policies and procedure
guidelines; mobilise resources and develop tools and processes for assessing quality of
support services, feedback mechanisms and self-assessment systems.
The effectiveness of quality management systems in project management : the case of Transnet Group Capital
No full textSubmitted in fulfillment of the requirements for the Degree: Master of Philosophy in Quality Management, Durban University of Technology, Durban, South Africa, 2021.Transnet’s infrastructure development projects foster economic growth through the
country’s ports, pipelines, and rail networks expansion and modernisation. To this end,
Transnet has taken up several capital expansion projects across all its operating
divisions to develop and expand its infrastructure. However, the reported figures on
compensation events in rail project execution, comprising defects and double handling
was found to be notably high. The study aimed to assess the effectiveness of project
quality management systems within the life cycle of projects implemented by Transnet
Group Capital.
The study was cross sectional in nature and a quantitative research design was
adopted involving both primary and secondary research. A questionnaire was used to
collect primary data based on a stratified random sampling technique. The data was
collected at Transnet Group Capital (TGC). The statistical programme, SPSS version
26.0 was used to analyse data. The secondary data was obtained from TGC
management information systems (Primavera databases), wherein a repository of the
required documentation is maintained. The secondary data was analysed using
quantitative content analysis.
It was found that gender parity has not been achieved throughout all the disciplines.
Overall, women’s representation remains lower than men. On a positive note,
Transnet Group Capital projects are selected in line with business goals. This further
confirms that the projects are subjected to an independent Gate Review as specified
in the Project Lifecycle Process methodology and as per the project’s classification
outcome.
Findings indicate that the end users are not consulted throughout the construction
processes and project timelines are prolonged. This is coupled by an unclear scope
which is not adequately communicated to all stakeholders, incapacitated project
managers, as well as lack of quality assurance and control processes.
The document analysis presented the impact of compensation events at an average
of 4% of the contract value. These findings give Transnet Group Capital a reason to improve their project execution and the monitoring process. The study recommends
that gender equity be prioritised. There should be agreements on the expected
outcomes of the project to allow each milestone of the project to stay on target. An
emphasis of core values is also necessary to transcend differences in culture. There
is a need to institutionalise quality awareness and to implement a risk mitigation plan.
Service quality at Durban University of Technology, Centre for Social Entrepreneurship Rapid Incubator
Full text linkMini dissertation submitted in partial fulfilment of the requirements for the degree Master of Business Administration (MBA), Durban University of Technology, Durban, South Africa, 2023.Business incubators have emerged as crucial mechanisms for fostering
entrepreneurship and propelling global economic growth. These programmes provide
aspiring entrepreneurs with essential resources, mentoring, and support services in
order to facilitate the creation and launch of successful businesses. As a consequence,
business incubators have become essential components of government agencies,
particularly those with a primary focus on entrepreneurship.
The study aims to assess the quality of service provided by the Durban University of
Technology Centre for Social Entrepreneurship Rapid Incubator (DUT CSERI). The
SERVQUAL questionnaire was used to assess the expectations and perceptions of
SMMEs in relation to five quality dimensions. Non-probability sampling and
convenience sampling were utilised to select 330 SMMEs affiliated with the DUT
CSERI. Inferential and descriptive statistical analyses were utilised to assess the
quality provided by the DUT CSERI.
This study revealed that the DUT CSERI provides SMMEs with exceptional service
quality. This is evidenced by the fact that SMME’s perceptions of service quality
exceeded their expectations. However, there is room for continuous improvement, as
five out of twenty-two service quality gaps were successfully identified. It is
recommended that CSERI improve its tangibility and reliability service quality
dimensions
The adoption of lean manufacturing principles in electronic manufacturing : a case of Altech UEC
No full textSubmitted in Fulfilment of the Requirement of the degree of Masters of Philosophy: Quality, Durban University of Technology, Durban, South Africa, 2018.Electronic manufacturers are at increasing risk from offshore competition; often due to significantly lower labour costs abroad (Roberts, 2012). The implications are serious and, ignoring the threat, will, at best, lead to loss of market share and, at worst, the closure of many businesses with significant effect on the South African economy and society. This kind of competition has been seen in other industries. The clothing industry in South Africa, for example, has either failed or moved offshore. Traditional manufacturing production systems offer no solution to the problem, while a lean manufacturing has been associated with productivity increase, quality improvement, reduction of lead time and cost (Marudhamuthu
& Krishnaswamy, 2011). According to Taj and Morosan (2011), waste is anything other than the minimum amount of equipment, materials, parts and working time which is absolutely vital to production.
The focus of this study is the adoption of lean manufacturing principles in the electronic manufacturing industry in South Africa: a case of Altech UEC. The aim of this research is to identify the possible or potential of adopting lean manufacturing principles in the electronic manufacturing industry and, in particular, Altech UEC. The study identified the tools, techniques and drivers for implementation. In order to achieve the aim of the study, the following objectives were developed:
• To capture employees’ perception of lean manufacturing and the principles that they believe have been implemented within Altech UEC;
• To establish the impact being made or lack thereof of implementing lean manufacturing at Altech UEC;
• To ascertain the challenges being faced by the implementation of lean manufacturing at Altech UEC; and
• To explore the ways in which the implementation of lean manufacturing can be improved within Altech UEC.
For the purpose of obtaining necessary information, the researcher employed a descriptive research design. With this research design, the primary data needed in this research are derived from the answers of the respondents of the survey through a previously used questionnaire.
This study sought to explore the use and implementation of lean manufacturing principles at Altech UEC as the basis for understanding how lean manufacturing can benefit an organisation within a South African context. There were four research questions asked under the broader topic of lean manufacturing and through extensive research of previous literature and logical inferences made from the analysis of the data it was found that while some aspects of lean manufacturing principles were being used to improve upon the lean manufacturing process, there was still a great deal of improvement for Altech UEC to be a lean manufacturing organisation.
The study was able to effectively conclude that lean manufacturing impacts positively on the manufacturing process and, if implemented correctly, the manufacturing process will run smoothly and efficiently. The more lean manufacturing aspects applied to the manufacturing process, the more likely it was to run smoothly and efficiently at an increased rate of production.
Green sourcing strategy challenges faced by Automotive Component Manufacturers in Durban, South Africa.
Full text linkMasters Degree. University of KwaZulu-Natal, Durban, 2019.There is a growing need to protect the environment mainly because a clean environment is of
essence for healthy living. One of the means by which automotive component manufacturers
(ACMs) may protect the environment is by implementing green supply chains. Demand for
motor vehicles has been intensified by continued increase in the world’s overall population.
Original equipment manufacturers (OEMs) are producing more vehicles to meet demand and
ACMs are in turn required to produce more component parts to meet OEMs’ demand. The
significance of making sustainable sourcing strategy decisions cannot be overstressed. This is
because sourcing is the backbone of any organisation, with its main aim being to procure critical
components at the lowest possible cost from consistent and reliable suppliers at the best quality.
The adoption of Kraljic’s (1983) purchasing portfolio model is presumed to be used as a sourcing
strategy. The main aim of this research is to understand how ACMs incorporate green elements
in sourcing and to identify drivers and barriers to the implementation of green supply chain.
This cross-sectional study made use of mixed method and data were collected using personally
administered questionnaires to purchasing and logistics employees as well as managers in ACMs
in Prospecton, Durban. Qualitative and quantitative data was analysed using the Statistical
Package for the Social Sciences (SPSS) version 23 and Nvivo 11, respectively. Participation in
the study was voluntary and anonymity of participants was maintained.
Green sourcing is not yet a priority to ACMs and those that are practicing it confirmed that
greening requirements have influenced sourcing. Kraljic’s (1983) model is used extensively by
ACMs in Durban and the model is considered crucial when conducting sourcing.
Recommendations based on findings include; a thorough understanding of the consequences of
the deteriorating environment and contributions ACMs make, ACMs providing trainings and
courses to educate employees on green sourcing and its significance, mitigating barriers to
implementing green sourcing by involving suppliers, customers and government when
conducting sourcing
The influence of dimensions of organisational culture on supply chain performance in selected state-owned enterprises in Zimbabwe.
Full text linkDoctoral degree. University of KwaZulu-Natal, Durban.This study aimed to explore the extent to which organisational cultural factors, like time orientation, profit orientation, and ownership orientation have an influence on the supply chain performance of state owned enterprises (SOEs) in Zimbabwe. The main objective of the study was to explore the influence of dimensions of organisational culture on supply chain performance in SOEs in Zimbabwe. There were seven specific objectives. The first research objective was to review literature on organisational and supply chain management. The second research objective was to examine the extent to which SOEs in Zimbabwe were effective in terms of financial targets, customer satisfaction, internal business processes, and learning and growth perspectives. The third research objective was to understand the influence of time orientation on the supply chain metric of delivery in SOEs in Zimbabwe. The fourth research was to understand the influence of time orientation on the supply chain metric of flexibility in SOEs in Zimbabwe. The fifth research objective was to understand the influence of profit orientation on cost reduction in supply chain activities in SOEs in Zimbabwe. The sixth research objective was to understand the influence of ‘no ownership culture’ on decision-making in supply chain management in SOEs in Zimbabwe. The seventh research objective was to assess the level of customer satisfaction in SOEs. The researcher used mixed methods, which entailed a combination of both qualitative and quantitative designs. The population for the study comprised managers, employees, and clients of eight SOEs in Zimbabwe. The researcher used a combination of sampling strategies. Judgmental sampling was used to select the SOEs that were studied. Managers and employees were selected using random sampling while clients were selected through convenience sampling. Questionnaires and interviews were used as research instruments. This thesis presents the findings thematically, in line with the research questions. When answering the first research question, it was established that the SOEs were not meeting financial targets, not satisfying customers, internal business processes were not efficient and learning, and growth targets were not met. The study also found that the organisational cultural variables such as time and ownership orientation in the SOEs were weak and affecting, flexibility and timely delivery of goods and services negatively. It was established that there was no urgency because there were no ownership claims to profit. With regard to customer satisfaction, it was found out that the SOEs were failing to meet the needs of clients. In its contribution to new knowledge, the present research found that organisational cultural variables such as time, ownership and profit orientation have a direct influence on the behaviour of human resources and an indirect effect on customer satisfaction, cost saving and profitability in the SOEs. Based on the study, it is therefore recommended that commitment of leadership on human behaviour is necessary for effective supply chain performance and strategy implementation. It is also held that constant environmental scanning, strategic alliances (private-public partnerships), rationalisation of salaries and benefits and sound corporate governance are essential
Using group work to harness students\u27 multilinguistic competencies for a better understanding of assignment questions
Full text linkIn South Africa, it is readily acknowledged that there is an absence of pedagogy to inform multilanguage usage for students for whom English is not a first language. Equally noteworthy, is that while group work has been used extensively as an active learning methodology, which has not been explored to the same extent is the manifestation of translanguaging when working in groups. This study explored how best to harness students’ multilingual competencies for a better understanding of assignment questions. The population comprised of first year Business Communication students at a university of technology. A mixed method research design revealed that when multilingual students engaged in group work, there was a tendency of gravitation towards translanguaging which resulted in students having a better understanding of assignment questions. It was concluded that group work can serve as an enabler for translanguaging, harnessing students’ multilingual competencies for a better understanding of their work
Improving service delivery at a public health care clinic through a quality management system : the case of Hartebeeskop Clinic in Elukwatini, Mpumalanga
No full textThis work is submitted in fulfilment of the requirements of the degree of Master of Management Sciences Specialising in Quality Management at the Durban University of Technology, Durban, South Africa, 2024.Service quality challenges in public healthcare clinics in South Africa are multi-faceted and
complex. Resource constraints, staff-related challenges, and patient-related challenges are
healthcare providers' primary obstacles in providing high-quality service. These challenges are
interrelated and can have a significant impact on the quality of service provided to patients.
The implementation of a Quality Management System (QMS) can have significant benefits for
public healthcare clinics in South Africa, including improvements in patient satisfaction, quality
of care, and staff morale. QMS can also help to address some of the challenges facing public
health care clinics in South Africa, including resource constraints, resistance to change,
inadequate training and support, cultural and language barriers, and a lack of effective
leadership and governance. However, successful QMS implementation requires adequate
resources, effective training and support, successful communication and buy-in from all
stakeholders, good leadership and governance, and sustained monitoring and evaluation.
Therefore, there is a need for a concerted effort to support the implementation of QMS in public
health care clinics in South Africa, including policy support, funding, training and support, and
ongoing monitoring and evaluation. Numerous studies have been conducted to evaluate the
effectiveness of QMS in the public clinics in South Africa. The studies have assessed the impact
of QMS on various aspects of healthcare services, such as patient outcomes, healthcare
workers' satisfaction, and healthcare system performance. However, in all these studies, a gap
still emerges in that in some studies, only patients were participants, while in others, only health
care providers were participants.
This research project aimed to Improve service delivery at a public health care clinic through a
Quality Management System: The case of Hartebeeskop Clinic in Elukwatini, Mpumalanga.
By ascertaining the challenges and gaps in service delivery at the Hartebeeskop Clinic and to
improve service delivery, by discovering the gaps in service delivery at the clinic through
conducting a survey amongst patients and conducting interviews with the health care providers
to ascertain the effectiveness of the QMS that is currently in place at the clinic by document
analysis. The study also set out to establish how the health sector can realise the provision of
quality service delivery to the community, as enshrined in the South African Constitution, Act
108 of 1996.
A pragmatist paradigm was deemed to be most suitable for this study because the researcher
gathered quantitative data from patients and qualitative data from clinic staff, thus enabling a
complete picture of the phenomena under study to emerge. The study employed a mixed methods research design and as a result, the researcher was able to corroborate the findings
and better interpret them and give a deeper understanding to the study.
The researcher adopted phenomenology as a design in quantitative research because the
researcher sought to understand how patients experience the service delivered by the
healthcare providers, in addition to exploring the experiences and perspectives of patients and
healthcare providers. For the quantitative part of the study, the research had a population of
6000 patients and the sample size of 364 patients. The researcher used Kaur’s (2018) formula
to find the sample size for a quantitative study. The participants were selected using systematic
probability sampling. The researcher chose every 3rd patient who did not answer previously
and agreed to participate in the study; for patients who refused to participate, the researcher
asked the next patient.
The population for the qualitative study was 18 healthcare givers. Therefore, there was no
sampling because the population was small, and all healthcare providers were interviewed.
Reliability assumes that data collection instruments and procedures will produce consistent
results. The researcher used the software SPSS version 20 for Windows 11 for data analysis.
According to Heris (2018), a construct or variable is said to be highly reliable if it provides a
Cronbach Alpha value of > 0.7- 0.9. The researcher used Cronbach's Alpha to determine the
reliability of the questionnaire.
This study recommends that the government ensures that there is improvement in resource
allocation to public healthcare institutions, so that public institutions provide quality service
delivery and quality healthcare services to customers. The National Health Department must
ensure that all public institutions implement the National Core Standards (NCS); Batho Pele
principles should be familiar to staff to ensure patients’ rights and to enhance service delivery
at the public clinic. Reducing staff attitudes at Hartebeeskop Clinic is an essential endeavour.
The challenges faced by healthcare workers in these settings are numerous, but with the right
strategies and a commitment to improving the work environment, positive change is possible.
By addressing issues such as resource allocation, communication, training, and organisational
culture, Hartebeeskop Clinic can create a more positive atmosphere for both staff and patients.
Continuous monitoring and adaptation of these strategies are key to long-term success in
improving staff attitudes and, consequently, the quality of care provided to the community. The
study’s contributions include an identification of key service delivery factors and demonstration
of QMS effectiveness, providing valuable insights for healthcare quality improvement in public
clinics.
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