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QUALITY CONTROL AS A
COMPETITIVE TOOL FOR SMALL SCALE ENTERPRISES IN NIGERIA
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF
THE ESSAY
The dynamic changes in the environment particularly as they
affect the tastes and aspirations of consumers, underscore the need to respond
effectively to challenges posed by the changes. On account of deregulation of
our economy, competition has become a major challenge which chief executives must
meet effectively to remain in business. Most managers agree that if an
organisation is to be successful, it must change continually in response to
significant development, such as customer needs, technological breakthroughs
and government regulations (Eke, 2001).
Globalization of market and operations forces organisations
to rethink their quality problems and in turn their overall organisational
competitiveness. In order to be successful in this global market, organisations
should dedicate themselves to improving productivity and quality in a timely
and collaborative manner (Dobyns and Crawford, 1994).
In recent times, the concept of customer services has risen
to the centre stage of modern business. As a result of this development, the
management vocabulary is now replete with all kinds of technologies which are
used to describe one and the same thing, customer service. Among these
terminologies are customer satisfaction, customer care, customer relations, etc
(Nwosu, 1996).
To achieve world class customer service, Total Quality
Management (TQM) techniques, supported by management commitment and good
organisation will provide objective means of improving quality and hence the
overall organisational competitiveness (Christopher, 1994).
Total quality management is among the new techniques which
modern organisations now employ with very good effect to secure and keep their
customers permanently satisfied. To this end, the Power Holding Company of
Nigeria is not expected to be left out of this struggle by organisations, to
remain relevant, gain a deeper insight into customers’ expectations of services
and the strategies that could be implemented to achieve a closer fit with wants
and needs as well as excel in the face of the present competitive environment.
Total quality management is therefore a way of managing to improve the
effectiveness, efficiency, flexibility and competitiveness of a business as a
whole (Christopher, 1994).
The role played by the small business has a vital input in
the socio-economic and welfare development of any nation cannot be
overestimated. There is no doubt that poor quality culture has been the bane of
management in Nigeria.
Problems of meeting products specification, often times,
product fail to meet the specification required by customers because of
assignable causes like; defective materials used, improper setting of
equipment, operational errors, manpower etc. it is not worthy of mention that
it cost the same amount to produce products units problems of variation in
quality of product.
It is against this background that the writer intends to
write on the quality control as a competitive tool for small scale enterprises
in Nigeria.
1.2 OBJECTIVES OF
THE ESSAY
This objective of the essay is to examine the quality control
as a competitive tool for small scale enterprises. The specific objectives are:
a. To
examine the prospects of TQM in small scale enterprises.
b. To
identify if the culture of small scale enterprises will favour the application
of TQM in the organisation.
c. To
assess the effect of environmental factors on the application of TQM in small
scale enterprises and organization at large.
1.3 SIGNIFICANCE
OF THE STUDY
The essay is important because it will make tremendous
contribution towards improving the small scale enterprises. In Nigeria
generally, some organisations have adopted the concept of TQM with little or no
literature and academic research undertaken to stress the importance of quality
in an organization.
The essay will help in determining the prospects of TQM in
small scale enterprises. This will in no small measure increase performance in
terms of profitability and customer satisfaction and thus contribute to
knowledge in the field of quality management.
It is hope that this essay will serves as an avenue for
managers to adopt the recommendations in handling the TQM for better economic
development which will invariably lead to customers’ satisfaction. The essay
will also be of immense significance to managers and future researchers who
wish to probe further study on the topic
1.4 SCOPE AND
LIMITATIONS OF THE ESSAY
This essay work will be confined to the quality control as a
competitive tool for small scale enterprises in Nigeria.As a management
paradigm based on the principles of total customer satisfaction, employee
involvement, and continuous improvement.
Emphasis in a nutshell, shall focus on TQM, as a concept that
holds that no matter how well you are already doing you can always do better.
In the course of this essay, the writer encountered some
natural limitations which made it difficult but never the less did not affect
the result of the essay. In every writes-up finance is supreme the insufficiency
of fund hampered the speed and thoroughness of conducting of this essay work.
The time limit given for this study deprived the researcher the opportunity of
covering all the expected areas of the essay. All these were constraints
encountered in the course of the essay.
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