Improved productivity and customer satisfaction in manufacturing through a sustainable quality system

Abstract

This work is based on a case study of a manufacturing company in Johannesburg, South Africa. The paper presents a set of findings based on an investigation into Quality Management System (QMS) implementation at a company located in the Northern part of Johannesburg. The paper discusses challenges experienced in QMS implementation, successes achieved, failures, and propose recommendations on how to improve QMS implementation and maintain a sustainable management system. Observations, unstructured interviews and structured questionnaires were used. Triangulation was concluded on 20% of respondents using unstructured interviews. Questionnaires were distributed to 114 respondents divided into three segments, namely; customers, Top Management and employees. 62% responses were received back properly completed. The results revealed that the customers involved in the study preferred to do business with companies where QMS has been implemented. The responses from Management showed that QMS implementation is of importance to them and is an empowerment tool to their employees.