The Impact Of Total Quality Management On Corporate Productivity In Nigerian Bottling Company

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The Impact Of Total Quality Management On Corporate Productivity In Nigerian Bottling Company


This research work topic is Impact of Total Quality Management on corporate productivity in Nigerian Bottling Company, Kaduna. This begin with a brief background of the study that introduce the subject matter, also statement of the problem is also highlighted which is the reason why the researcher undertook the study to exploit such problems and come up with solutions, the objective of the study is discuss to see how total quality is important in the organization, in chapter two which is aimed in discussing the main body of the study which is review of literature. It consists of quality, quality determinants, the benefit of total quality management to the organization, and the challenges of total quality management, the researcher also employs the use of research methodology to collect data fro m sample size of 80, in Nigerian Bottling Company, the research work adopt is survey method of research using questionnaire designed with likert rating scale to gather and analyzed the data. The data were presented, analyzed and tested in chapter four of the project in conclusion and recommended some ways to improve on quality in the organization.

Chapter One


1.1 Background of the Study

Total quality management can be defined as a strategy for improving business performance through the commitment of all employees to fully satisfying agreed customer requirements at the lowest cost through the continuous improvement of products and services, business processes and the people involved.

Deleforge (2000) also pointed out that total quality management is concerned with the management of all aspects of quality services provided to the customer. This includes quality of goods delivery price of services, quality of promotion and merchandising. The importance quality to an organization cannot be overemphasized because of it attribute to the fact that quality determines to a large extent, productivity, customer satisfaction, profit and other key performance element to an organization.

Total Quality Management (TQM) is one of the approaches used to enforce quality in the system and process of and organization as a concept, it sees the participation of all and sundry. Organization in the pursuit of quality so as to ensure customer satisfaction and organizational and societal benefit. The rationale behind the total quality management (TQM) concept is that, since a major objective of most corporate organizations (especially the profit concerns) is to gain and maintain competitive advantage every key elements that has a direct bearing on the achievements of that goal is to be accorded priority attention, among these elements is a quality as it is central to the organization’s competitiveness.

The concept of TQM view that, to achieve and sustain competitive advantage. A firm has to be at the best (optimum productivity) and on the other hand, the expectation of customers has to be met or satisfied. For the reasons quality which is true fundamental element in the productivity index assessment has therefore become and remain a business of all within the firm as it has direct linkages to both productivity and customers satisfaction problem surrounding the status of a company’s competitiveness cannot be in connected with it product performance that how well a product deliver to expectation, largely determines how competitive the company become.

1.2 Statement of the Problems

The continued effort of firm to grow and improve their performance, both internally and in the market place is constantly being challenged by a number of fundamental issues, for firm to perform credibly important key elements of its internally processes has to be looked into in relation to its market role and relevance, crucial among these basic is the subject of quality.

Quality represent a key component of the productivity index and even so the external performance or position of the firm in the market place.

The problems or challenges associated to quality for a firms to continues to be complex one. The question of these hastens firm fared in regard to quality is almost answer immediately by assessment of the revealing each firms position in the market place that begin to come to tire is how these firm see quality, has quality been properly defined as expressed in their processes and output? In what aspects are the firms internal processes adding the achievement of quality and which are the area in which they are lacking? What is the extent of their measuring to customers, requirements and expectation? The concept of total quality management (TQM) is an approach intended to inculcate a total quality orientation at all levels of the firm where quality is intended to achieved first and always how has this concept fared in the firms, in terms of applicability? Are the strategies, technology and culture and also training and development of organizational members of the organization duly impacted by the concept? What is the productivity assessment of the firm saying in regard to output on quality and firms competitiveness? A proper look and review of the perception, processes and applications of quality and the TQM concept would help to revise specific problems area as related to the subject in the firms and further suggest relevant approaches to solve them.

1.3 Objectives of the Study

The objectives are as follows:

  1. To identify the need for total quality management in an organization.
  2. To identify the extent to which total quality management is being applied in the organization
  3. To identify how total quality management control reduce cost of product and services
  4. To identify best strategies of the TQM concept that ensures quality, productivity and competitive advantage for firm.

1.4 Significance of the Study

This research will be of much significance to address the following problem.

Setting up a standard of quality measurement system in the organization which has really affect the operation of the organization, and also lack of effective leadership of the organizational members, which can be attributed to total quality management in the organization.

This research work will also go a long way to help the organization the research work is carried out for them to compete globally in the market; it will also be of immense contribution to future researcher the similar study.

1.5 Research Questions

  1. What are the needs for total quality management in the organization?
  2. What are the extents to which total quality can be applied in the organization?
  3. How can total quality management control reduce cost of production and service?
  4. What are the best strategies that total quality management concept that ensures quality productivity and competitive advantage?

1.6 Scope of the Study

The scope of the study is concerned about the impact of total quality management on corporate productivity in Nigerian Bottling Company Kaduna, which is limited to what is happening in the Nigerian Bottling Company plc, Kakuri, Kaduna from 2004 to 2010.

1.7 Limitation of the Study

In carrying out this research, the researcher are facing some problem and they are as follow:

One of the limitation face by the researcher is the time constraint, being the most serious and precious assets, coupled with the fact that it waits for no one, the researcher had no time owning to the fact that there are other numerous task and obligations to meet.

Another problem face by the researcher is finance the work was limited due to lack of enough money that will have enable me to do a more thorough job there, was limited to the level that the resources at my disposal permits.

Another problem face by the researcher is getting attention of the people the researcher intended to sample. When trying to ask question in the organization you are carrying out your research some people will not give you attention when you are trying to ask them question they don’t answer you.

1.8 Definition of Terms


This is the art of coordinating the element of factors of production toward the achievement of the purpose of and objective through the use of human labour, materials and machines.

Total Quality:

This is performance superiority in delaying customers.

Quality Management:

This is a management approach which advocates the integration of quality into organization’s strategy business plan.


This is an act of confirming to the client requirements. Quality is the ability to meet the requirement of customers, now and in the future at a lower over all cost.


This means the summation or association of everybody with the company and its operations activities produces or services.

Quality Control And Assurance:

This has the primary concern that all product and services are offered and given appropriate quality standards.

Chapter Five

Summary Conclusion and Recommendation

5.1 Summary

The research topic is impact of total quality management on corporate productivity, this research is conducted in Nigerian Bottling Company, Kaduna to see how to improve on the quality of their product for customer satisfaction.
This research project is divided into five (5) chapters and each one has its own topic in chapter one a brief background of the topic is made, and also the statement of the problem is also identified and also the objective of the study is also highlighted, the research question is also stated, scope and limitation of the study is also made, in chapter review work of previous scholars, authors and researchers in related topic of the giving definition of various scholars reviewed on the definition of the concept of total quality management, also discussing on the implication and importance of total quality management in organization were also discussed. Chapter three is also describing the methodology used in collecting the relevant data, the methods and procedures employed in conducting this research include questionnaire and procedure employed involving the population of the study and the sample size is also discussed, in chapter four, the data collected are presented, interpreted and analyzed to support the aim of research also characteristics of the respondents are also discussed.

The last chapter is chapter five, have the whole research work is summarized conclusion and recommendation were made based on the findings of the research.

5.2 Conclusion

In the light of the above findings the following conclusion were drawn for the organization to progressively develop and grow there must be rapid improvement of total quality management in Nigerian Bottling Company (NBC) in order to meet up with current challenges. For Nigerian Bottling Company to give it customers 100% satisfaction it need to train its personnel in Nigerian Bottling Company one of the best and known soft drink company all over the world, that identify with total quality management, there is still needs for improvement to meet up with global challenges, the lack of company while definition of quality and also lack of strategic plan for changes, poor organizational communication whereby there is flow of information from the top to the down in the organization.

5.3 Recommendations

As a result of the above finding concerning total quality management in Nigerian Bottling Company (NBC) Kaduna.

Therefore, the following recommendations in the opinion of the research and the respondent represent areas where improvement can be made.

  1. Making every one important in the spirit of team work, cooperation and consensus, this is by involving every employee to achieve total quality management in the organization.
  2. Continuous problem solving and process improvement there must be constant research thereby improving on the test and needs of the customers and solving the customer problem facing the product or services.
  3. The management should ensure that everything in the organization is right all the time by the repetition of the process which will end up saving lost and time for the organization.
  4. Quality should be strategic decision to enjoy.
  5. Total quality management should be seen in the organization to continually seek to improve the organizational performance in meeting customers need and expectation.
  6. Management should institute modern methods of supervision of production workers, the responsibility of the foreman must be changed from numbers to quality.
  7. It is the duty of Total Quality Management to listen to what customer say about their product if it is bad one they should improve the quality of their product for customer satisfaction.
  8. Inspection of raw materials is also important by the management to know the best material to use to meet up with customer demand.

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