AN EXAMINATION OF THE CHALLENGES IN IMPLEMENTING TOTAL QUALITY MANAGEMENT (TQM) IN FEDERAL MEDICAL CENTER OWERRI

TABLE OF CONTENT

Title page

Approval page

Dedication

Acknowledgment

Abstract

Table of content

 CHAPETR ONE

1.0   INTRODUCTION 

1.1        Background of the study

1.2        Statement of problem

1.3        Objective of the study

1.4        Research question

1.5       Research hypotheses

1.6        Significance of the study

1.7        Scope and limitation of the study

1.8       Definition of terms

1.9       organization of the study

CHAPETR TWO

LITERATURE REVIEW

2.1 introduction

2.2 conceptual review

2.3 empirical review

CHAPETR THREE

3.0        Research methodology

3.1    sources of data collection

3.3        Population of the study

3.4        Sampling and sampling distribution

3.5        Validation of research instrument

3.6        Method of data analysis

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS AND INTERPRETATION

4.1 Introductions

4.2 Data analysis

CHAPTER FIVE

5.1 Introduction

5.2 Summary

5.3 Conclusion

5.4 Recommendation

Appendix

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Abstract

Total Quality Management (TQM), a core strategic management approach is designed for quality of any organization (healthcare) based on the employer and employees’ participation for customers’ satisfaction, organization’s effectiveness, competitiveness and flexibility. The study researches the applied principles to achieve Total Quality Management (TQM) at healthcare institutions. Main elements elaborated in accordance with field specialists and international standards. These principles, elements, and the associated processes were reflected on the healthcare industry and the specific requirements of its operations, management, and customers. In order to apply the literature study into the field. The study aimed at evaluating the implementation of TQM and its impact on employees’ performance in in the healthcare sector with emphasis on federal medical center in Owerri Imo state

 

 

 

 

 

 

 

 

CHAPTER ONE

INTRODUCTION

1.1 Background of the study

Total Quality Management (TQM) is considered an important driving force because it has captured the attention of all sides of commerce and industry, as well as that of politicians and academics (Yavas & Shemwell, 2001). Quality improvement has become one of the most important organizational strategies for achieving competitive advantage. Improving the quality with which an organization can deliver its products and services is critical for competing in an expanding global market.

Barney, (2011) noted that in today’s highly competitive business environment, a company’s capability to sustain its competitive advantage is crucial for the continuity of the business. However, quality is the most important factor for sustaining the competitive advantage yet, the implementation process of total quality management in organizations especially the hospitality industry has always been confronted with series of challenges which must be addressed for quality to be ensured and managed effectively.

Quality aspect has become one of the most important factors in global competition today. Increasing demand by customers for better quality of product in market place has encouraged many companies to provide quality product and services in order to compete in the marketplace successfully. To meet the challenge of this global competition, many businesses have invested substantial resources in adapting and implementing total quality management (TQM) practices in their operations. TQM is as an action plan to produce and deliver commodities or services, which are consistent with customers’ needs or requirements by better, cheaper, faster, safer, easier processing than competitors with the participation of all employees under top management leadership (Lakhal, 2006).

Motwani, (2001). define total quality management, as the measurement of how well a company can meet or exceed its customers’ requirements and expectations. He further identified; high competition, similarity in products or services, switching tendency of customer to another service provider, price sensitivity and strong bargaining power among customers as major challenges confronting the implementation of total quality management in the hospitality industry.

One of the fastest growing industries in the service sector is the hospitality industry. In this industry, all hotels provide the same type of service, but they do not provide the same quality of service. To achieve service excellence, hotels must strive for zero defects, retaining every customer that the company can profitably serve. Zero defects means continuous efforts to improve the quality of the service delivery system (Lim & Tang, 2000).

Therefore, this research project examines the challenges in implementation of total quality management in the in the health sector with emphasis on federal medical center in Owerri

1.2 Statement of the problem

The role of total quality management is widely recognized as being a critical determinant in the success and survival of an organization in today’s competitive environment. Any decline in customer satisfaction due to poor service quality would be a matter of concern. Consumers are becoming increasingly aware of rising standards in service quality, prompted by competitive trends which have developed higher expectations (Yavas & Shemwell, 2001).

The issue of products and services quality is the concepts that has drawn a lot of attention in the marketing literature (Powel,1985).Quality improvement and service delivery is still seen by many organizations today, not as a way of survival but as optional extras. They make quality improvement efforts only as a benchmark to bridge the competitive edge enjoyed by others. The concept of quality has migrated from being considered as a non-price factor on which imperfect competition in the markets is based, to being considered as a strategic resource of firms.

Quality went from being a one-dimensional attribute of the product to being considered a multi-dimensional construct which has to be managed and the implementation leads to a dynamic capability of firms. In a hospitality industry, for example any quality problem will induce guest complaints, the impact is direct and immediate without any time delay. For successful TQM practice, organizations have to integrate the quality management into the business strategy and to align the goals both horizontally and vertically throughout the various levels within the organization, this will eventually give room for full implementation.

1.3 Objectives of the study

The main objective of the study will be to examine the challenges in implementing total quality management in federal medical center Owerri Imo State. Specifically, the study will examine the following objectives:-

• To examine the effect of total quality management practice in achieving organizational goals in medical center Owerri Imo State State.
• To determine the impact of total quality management practice on service delivery in medical center Owerri Imo State.
• To evaluate the impact of total quality management on competitive advantage in federal medical center Owerri Imo State
• To understand the role of total quality management as a business strategy in federal medical center Owerri Imo State.

1.4 Research questions

For the researcher to achieve the above objectives, the following research questions will be developed to guide the study:

• To what extent does total quality management help in achieving organizational goals in medical center Owerri Imo State?
• To what extent does total quality management promote service delivery in medical center Owerri Imo State?
• How does total quality management enhance competitive advantage in medical center Owerri Imo State?
• How effective is total quality management practice as a business strategy in medical center Owerri Imo State?

1.5 Research hypothesis

The following research hypothesis will be formulated to guide the study;

• There is no significant relationship between  total quality management and organizational success/survival in federal medical center Owerri Imo State
• There is no significant relationship between total quality management and service delivery in federal medical center Owerri Imo State.
• There is no significant relationship between total quality management and competitive advantage in federal medical center Owerri Imo State Imo State
• There is no significant relationship between total quality management and business strategy in federal medical center Owerri Imo State

1.6 Scope and Limitation of the Study

The scope of the study is narrowed down to examine the challenges in implementing total quality management in federal medical center Owerri Imo State State. The following limitations were envisaged to be encountered by the researcher, first of all, poor attitude of the respondents toward questionnaires respond. The researcher had the problem of getting relevant information for the study due to the unwillingness of management staff of federal medical center to disclose certain information they consider confidential.  Secondly, high cost of transportation fares to and from the case study. The researcher had difficulty in moving to and fro the case study However, it should be noted that these limitations will not in any way hamper the achievement of the research objectives.

1.7  Significance of the study

This study will be of immense benefits to the intending and present customers of the hospitals as it will open their eyes to the great advantages of total quality management and also to hotels, restaurants, amusement parks, resorts and other operators in the hospitality industry as the implementation of total quality management will bring about increase in their customers base, increase in deposit and as tools for favorable competitions in the industry. The research is equally significant because it would provide answers to factors militating against the implementation of total quality management in the hospitality industry as a whole and also valuable tool for students, academician, institutions and individuals that wants to know more about total quality management.

1.8 Definition of terms

Total Quality Management (TQM):- Is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback (Crosby,1979).

Hospitality industry:- This is a broad category of fields within the service industry that includes lodging, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry (www.Wikipedia.com).

Implementation:- is the carrying out, execution, or practice of a plan, a method, or any design for doing something (Walton and Edwards 1988).

Quality:- This refers to a perceptual, conditional, and somewhat subjective attribute and may be understood differently by different people (Chowdhury,2005).

 

₦5,000.00 – DOWNLOAD FULL PROJECT DOWNLOAD FULL PROJECT Added to cart

---

---

---

---

Related Project Topics :