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THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT (TQM) IN THE TELECOMMUNICATIONS INDUSTRY_ PROBLEMS AND PROSPECTS (A CASE STUDY OF GLOBACOM AND ETISALAT LIMITED, ENUGU

ABSTRACT

 The study examines the Implementation of Total Quality Management (TQM) in the Telecommunications Industry: Problems and Prospects with a focus on Etisalat and Globacom Limited, Enugu. Some firms aspire to be market leaders without considering their customers as being vital to their success. This has led to the collapse of erstwhile good businesses. Due to this, the necessity of Total Quality Management in organizations was probed. In order to successfully achieve the purpose of this study, the following objectives were set: to determine the strategic management process involved in Total Quality Management implementation; to examine the methods of planning and training attached to Total Quality Management implementation; to ascertain, if there is any form of transformational leadership, teamwork, employee’s involvement and empowerment, customer focus and satisfaction in the course of adopting Total Quality Management technique as a strategic weapon; to determine whether training, retraining and development is a pre-condition for achieving success in implementing Total Quality Management; to find out if employee participation in strategic planning and their commitment to work is necessary for the successful implementation of Total Quality Management; to ascertain if there exists any relationship between Total Quality Management, increase in work performance and customer satisfaction; to identify various problems associated with the implementation of Total Quality Management (TQM); to ascertain the likely prospects accruable from an effective/efficient implementation of Total Quality Management (TQM). A sample size of 190 employees of the organizations was served with questionnaire to generate data. The data elicited were analyzed using tables and simple percentages. The formulated hypothesis was tested with the Chi-Square distribution method. It was found from the hypothesis tested that, Total Quality Management is a strategic tool to gain competitive advantage and teamwork and good communication processes enhance employees performance.

Project detailsContents
 
Number of Pages91 pages
Chapter one Introduction
Chapter two Literature review
Chapter three  methodology
Chapter  four  Data analysis
Chapter  five Summary,discussion & recommendations
ReferenceReference
QuestionnaireQuestionnaire
AppendixAppendix
Chapter summary1 to 5 chapters
Available documentPDF and MS-word format


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