Abstract
Competitiveness in the global market is becoming fierce. The importance of total quality management is growing to increase customers’ satisfaction and as a result to win the market in the long term. However, developing economies like Ethiopia is challenged in their quality of products and services. Based on the Ethiopian Quality Award (EQA) self-assessment model and the 2009 award participants, quality management practice in Ethiopian manufacturing and service industries is studied. The result justifies that quality will be the future challenges of competitiveness. The root causes of the quality problem are investigated and revealed in the study to give directions for the policy makers, the industries and researchers. Key words: Quality management, quality award.
Highlights
Ethiopia has registered development in the past five years
The analysis clearly indicates that all the industries have poor performances in all Ethiopian Quality Award (EQA) criteria
Through analyses of the EQA self-assessment report evaluation, generally, quality management practices in Ethiopia was found to be low in all the tenets including leadership, policy and strategy, resources management, process management, customer satisfaction, business performance and impact on society
Summary
Ethiopia has registered development in the past five years. According to government’s reports two digit rates of economic development have been achieved. Many researches have been done to identify and explore the means towards fast and sustainable development It is understandable by most of the stakeholders that quality related problems are the stumbling block for the majority of the industries. The EQA model’s main criteria used to evaluate industries were leadership, policy and strategy, resources management, process management, customer satisfaction, business performance and impact on the society (Figure 1). Under these seven criteria, there are 28 sub-criteria, 65 subsub criteria and 361 questions. Overall weight of EQA is 1000 points which is divide into Leadership—150 points, policy and strategy—80 points
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