Diffusion of a Quality Management System: A Case Study

Abstract

The diffusion of a quality management system (QMS) to improve business performance depends upon the quality management strategy used. The aim of Eskom's QMS strategy was to create a sustainable quality drive throughout the company to improve customer and stakeholder satisfaction. This research project's objective is to determine how the diffusion of a QMS can improve the electricity supply industry in the Western Cape division of the electricity sector in South Africa.A quantitative research methodology was employed in the study. The responses to a survey questionnaire were analysed and conclusions were drawn. The research finding is that diffusion of a QMS improves the electricity industry by positively affecting attitudes towards the challenge of securing a sustainable long-term energy supply; improving processes and practices; engendering a quality culture; and contributing towards continual improvement. At the same time, certain barriers to the implementation of a sustainable QMS were identified. OPSOMMINGDie verspreiding van 'n kwaliteitbestuurstelsel (KBS) om die maatskappy se prestasie te verbeter hang af van die kwaliteit bestuurstrategie. Die doel van Eskom se KBS strategie was om 'n volhoubare gehalte inisiatief deur die hele maatskappy te skep ten einde die kliënt en belanghebbendes se tevredenheid te verbeter. Die doel van hierdie navorsingsprojek is om te bepaal hoe die verspreiding van 'n KBS die elektrisiteitsvoorsieningsbedryf in die Wes-Kaap afdeling van die elektrisiteit sektor in Suid-Afrika kan verbeter. 'n Kwantitatiewe navorsingsmetodologie is in die studie gebruik. Die resultate van 'n meningsopname vraelys was ontleed en gevolgtrekkings is gemaak. Die navorsing bevinding is dat diffusie van 'n KBS verbeter die elektrisiteitsbedryf deur ingesteldhede positief te beïnvloed teenoor die uitdaging van die verkryging van 'n volhoubare langtermyn energievoorsiening; die verbetering van prosesse en praktyke; die kweek van 'n kwaliteit kultuur; en by te dra tot voortdurende verbetering. Terselfdertyd, word sekere hindernisse tot die implementering van 'n volhoubare KBS geïdentifiseer. INTRODUCTIONThe diffusion of a quality management system (QMS) leading to an improvement in business performance is affected by the business's quality management strategy. The aim of Eskom's QMS strategy was to have a sustainable quality drive throughout the company to achieve improved customer and stakeholder satisfaction.Eskom Holdings' quality management strategy was initially developed with the aim of achieving sustainable and improved business performance [14]. In 2008, a review of the old quality management strategy was initiated due to its focusing on ISO 9001 compliant management systems,

Top management role in improving the state of QMS under the influence of employee's involvement: Best practice from the food processing industry

“…The importance of the QMS in current competitive environments has already been confirmed (Solomon et al, 2017;Nair, 2006;Prajogo & Sohal, 2006;Pérez & Gutiérrez, 2013;Fonseca et al, 2017). The development of QMS should be supported by the use of standards.…”

“…The requirement for Quality Management System (QMS) in the organizations is widely accepted and undisputable. Despite all reported problems and difficulties in their implementation (Solomon, Bester & Moll, 2017), complemented by the inability to always confirm the link between the success of the organization and QMS (Pérez & Gutiérrez, 2013;Solomon et al, 2017;Fonseca, Domingues, Machado & Calderon, 2017), their importance is not questioned. What is called into question are the ways of implementation, especially connected with the motives for QMS implementation (Martínez-Costa, 2008;Psomas & Fotopoulos, 2009;Magd, 2008;Oliveira, Correa, Balestrassi, Martins & Turrioni, 2017).…”

An Analysis of Barriers to the Implementation of an ISO Certified Quality Management System for National Meteorological and Hydrological Services in the Anglophone Caribbean

“…The existence of these hindrances is not unique to the AMOs in this region. A range of literature corroborates that many organizations across the globe face challenges with the QMS implementation (Amar & Zain, 2002; Lopes et al, 2022; Solomon et al, 2017; Sroufe & Curkovic, 2008). Related to this, Chin et al (2000), and Withers and Ebrahimpour (2001) inferred that the barriers can hinder and lengthen the implementation, delay the QMS accreditation, and induce a loss of motivation from the staff in both private and public sector.…”

Impact of implementing controlling on enterprise employees

“…People, information, technology and logistics are the main resources in the course of high quality services provided. It is important to adopt, use and develop a quality management approach based on international ISO 9000 standards for the success of service enterprises in global markets in order to develop a unified corporate management system in global markets [1]. Quality management systems (QMS) include the organizational structure, activities, programmes and actions designed to ensure that a product, process or service conforms to the objectives and the purposes for which it is to be used [2].…”