TOTAL QUALITY MANAGEMENT IN NIGERIAN S.M.E COMPANIES (A CASE STUDY OF ROLLING TECHNOLOGIES COMMUNICATION LIMITED) (MANAGEMENT PROJECT TOPICS AND MATERIALS)
The main aim of this research work was to pinpoint how Rolling technologies as a small medium enterprise in Lagos ICT market has been managing her TQM mode despite the fact that the company is a sole proprietorship business also major outcome of this research work showed the TQM lapses of Rolling technologies Limited and new TQM policies that will be a benefit to the case company was created. In the study, the author used a benchmarking method of the Finnish SME companies.
Qualitative research method was been used in this research study. The research data enabled a total of five interviews in which three of it was conducted from the management of the case company and two who are Finnish Small Medium enterprise experts in Finland.
The outcome of the interviews revealed that Rolling technologies lacked the modern usage of total quality management in the small scale company, also how the management of Rolling technologies have just been using a one man business discretion without consulting the theory of total quality management or a knowledgeable TQM experts who knows much about how it could be used in a small business.
The author of this research work recommends that Rolling technologies should have a feedback form from all her customers about the company total quality in a whole and this would strengthen the power of continuous improvement in the small management, also to initiate performance measurement in the company.
Keywords: Total Quality Management and Customer Satisfaction
The main idea of this thesis started from the previous experience during the practical training period with Rolling Technologies Communication Limited. Total Quality management has been in existence for long, the world talk has been the conventional mode of managing quality, which is product and customer focused. But presently, the SME companies have modified it with the kind of total quality they engaged in. There has been a pervasive consensus that Total Quality Management is a way of handling organizations to improve their overall competency and effectiveness in emancipating customer satisfaction. There is a minimal correspondence as to what are the key elements of Total Quality Management and the critical factors that influence the Total Quality Management implementation process. Organizations differ in their approach to Total Quality Management.