CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
Total Quality Management is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. It is described as an improved scandalized culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs. The culture requires quality in all aspects of the company’s operations, with processes being done right the first time and defects and waste eradicated from operations.
Total Quality Management (TQM), is a method by which management and employees can become involved in the continuous improvement in the production of goods and services. It is a combination of quality and management tools aimed at increasing business and reducing losses due to wasteful practices.
Some of the companies who have implemented TQM include Ford Motor Company, Phillips Semi-conductor, SGL Carbon, Motorola and Toyota Motor Company. In Nigeria the following companies implement TQM. UAC Nig. Lever Brothers Nig. Plc, Guinness Nig. Plc and Pater zonchons plc etc.
TQM is a management philosophy that seeks to integrate all organizational functions (Marketing, Finance, Design, Engineering, and Production, Customer Service, etc.) to focus on meeting customer needs and organizational objectives (Hyele A. 2002). TQM views an organization as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge and experiences of workers. The simple objective of TQM is “Do the right things right, the first time, and every time.” TQM is infinitely variable and adaptable. Although originally applied to manufacturing operations, and for a number of years only used in that area, TQM is now becoming recognized as a generic management tool, just as applicable in service and public sector organizations. There are number creating their own versions from the common ancestor. TQM is the foundation for activities, which include:
Meeting customer/consumers requirements
Reducing development cycle times
Reducing product and service costs
Line management ownership
Focus on processes/improvement plans
Specific incorporation in strategic planning
1.2 Statement of the Problem
Total quality management is adopted by government. Its implementation does not show much of improvement to the quality of services given to the caliber of staff and training. The continued effort of firms to grow and improve their performance both internally and externally is constantly being challenged by a number of fundamental issues. Quality represents a key component of the productivity index and even so the external performance or position of the firm in the service place.
The proper look and the review of the perception, processes and application of quality and the TQM concept would help to raise specific problem area as related to the subject in the firm and further suggest relevant approaches to solve them.
1.3 Objectives of the Study
The study intend to achieve the following objectives
To examine the impact of the implementation of total quality management in government owned hospitals.
To find out what hinders the implementation of total quality management in government owned hospitals.
To examine the quality of service rendered in the public sector organization as a result of total quality management (TQM) implementation.
To identify examine how total quality management (TQM) respond to rapid technological change in government hospitals.
1.4 Research Questions
The following research questions were formulated to guide this research study.
What are the effects of TQM implementation in government owned hospitals?
What are the hindrances to the implementation of total quality management in government owned hospitals for improved service delivery?
How are the qualities of service delivery in the public sector organization as a result of total quality management implementation?
How can TQM respond to rapid technological change in government owned hospitals for improved service delivery?
1.5 Significance of the Study
The findings from this study will;
Revealed the principle of quality management used in organization to determine whether they are actually total, and to show best business organization.
It will unveil the control measures and standard as a benchmark adopted to get justifiable satisfaction of the customer/consumer by way of product of quality service delivery.
It will contribute to the knowledge in the manufacturing industry and quality of service delivery in government organization and services industries.
It will expose the strength and weakness of certain management policies, style, application, implementation and verse that are presently in the public sectors.
It will be a source of reference material to existing and potential firms, consultancy on vital information on the various co-ordinations and management of organization.
1.6 Scope of the Study
This research work is on the implementation of total quality management in the government owned hospitals for improved service delivery in Akwa Ibom State, using University of Uyo Teaching Hospital as a case study.
