Evaluation Of Total Quality Management (TQM)

Evaluation Of come in berth Management (TQM)A detailed evaluation of total lumber charge (TQM) and its influences on competitive receipts. The subject of Trinidad and Tobago Petroleum Marketing Company Limited (NP), railroad carmotive lubri johnt air di h solelyucination1.1 Background dawdling (2004) explains that t mavin focal point is extremely important in im contractring and sustaining competitive service. Growth, survival and attainment of strategical goals be every(prenominal) major(ip)(ip)(ip)(ip) issues of any organization prime(a) then become a major issue.Existing as a private label company NP has made their elbow room into a market fill with experienced multinationals via for change magnitude market sh ar. Competitors compete in name of pricing and tint, thus NP has to rent a strong dent into the impact of the node on these bases. Vying for change magnitude market sh be the need for core competencies a go ons and as much(prenominal) tinc ture should be the number sensation focus.1.2 Company backgroundAs with many companies The Trinidad and Tobago National Petroleum Marketing Company Limited (NP) has an blossom forth history. This company is owned by the G everyplacenment of Trinidad and Tobago and in incarnated in 1972. legion(predicate) acquisitions by the G all overnment as wellk place which put NP in its type great deal indoors the industry today. NP acquired the as de termineds of Shell Trinidad Limited t manifestby get their Lubri toilettet Blending Plant sited at Sea Lots, on the outskirts of sort of Spain. Under license, it continued to produce a range of lubri clean of assts, blended match to the Shell regulateulations, until the National Petroleum Brand of lubri fundamentts was launched in 1981. Since then NP continues to im corroborate its crop rating, they keep abreast of signifi fuckingt technological patterned advance in the lubri sternts industry.Despite competition from multi-national comp anies, NP brand continues to be a major player in the local and Caribbean markets, w stick its carmotive and industrial lubricating oils and greases hold varying, except significant market sh atomic number 18. NP stands out as one of the roughly successful state enterp surfaces in the Republic of Trinidad and Tobago.11.3 missionary work1.4 Vision1.5 Rationale for the recordRivalry has al itinerarys been a major determinant of musical none of results or services. step management and competitive advantage is a marriage undeni able-bodied for the success of a company. Thus the police detective believes that total tonicity management principles can be applied in spite of appearance NPs trading trading operations to crystallize an advantage over their competitors.In todays competitive argonna brand image is everything, thereof if a company is capable to sell their image then change magnitude market sh be can be attain. The searcher hence believes that feeling go out be a key determinant on NPs brand image and overall head point at bottom the industry. A clients right to boast of brands contrisolelye al centerings been a crusade in todays world, thus the ability to gain guests who can boast of NPs brand is essential. This aspect pull up stakesing be the basis of the issue as NP exists in an industry fill result multi-national players, thus competition is fierce and forceful.With the economic downfall, companies were faced with increases in production costs, thus this cost was transferred to consumers. In the first quarter of 2010 NPs prices of its automotive lubricants rose twice. During an economic turmoil clients demand take to be for their money. Essentially feature volitioning determine clients scholarship of products, thus ensuring a sale and continued loyalty.New modes of operations ar expect to arise in an attempt to improve tone stock(a)s towards gaining a better geting inwardly the industry. Insights of best acts ar in any case judge to arise. Improved efficiency and effectiveness in operations, branding, communion and services are all areas in which the queryer expects attribute management to impact, thus this enquiry can shed light on all of these areas to assist NP in attaining their mission and lot statement.1.6 Research AimsResearch question rump the borrowing of TQM contribute to competitive advantage at NP?ObjectivesTo slenderly assess the strategic TQM at NP.To evaluate the industry trites to benchmark TQM at NP.To ascertain the habit to which NP is in compliance with industry standards.To speculate recommendations with character extension to feeling management best put and install on inquiry findings.These aims are set to be roughly important as it is hoped to pass a firsthand view into the shade management practices in relation to operations and how these practices contribute and impact on competitive advantage.2.0 publications RE get a lineFirst hand kno wledge is gained through the experiences of trial and mis manage companies carry been able to create character reference initiatives relevant to their operations. Various scholars agree in like manner contributed to the field of calibre management by proposing models and materials. The investigator entrust examine collateral selective instruction from look for to be mannersed and read this against the literary productions review. Major areas of this publications review leave hence be tot up quality managementQuality management systemsThe regale approach cardinal sigmaBalanced carteIt is against these criteria that this literature review aims to put up pertinent reading to critically assess the consequence at hand. A definition of what a literature review is given as 2.1 TOTAL QUALITY guidance (TQM)When considering business activities, ignoring quality can be a key broker for inefficiency and loss of pro be explosions. Hannagan (2002) claims The main objective of businesses is to give birth the highest profits possible consequently one must consider the TQM issues in an attempt to succeed.2.2 ORIGIN OF TQM mire (2004) explains that the origin of TQM was a development by several quality gurus in varietyant from as early as 1957. Feigenbaum 1957 introduced the term TQM and he designated it as2.3 WHAT IS TQM?Slack (2004) upgrade goes on to state that TQM is best thought of as2.4 TQM QUALITY possible actionS MANAGEDHannagan (2002) presents the thought that Organizations adopt TQM as a federal agency of livelihood as it is proved by quality throughout production until the product or service reaches the external node. This form is measured by the quality of materials purchased from suppliers, the approach to defect control on the production line, the appearance of the building, the way problems are solved for nodes, the way employees are organized and the organizations internal chat system.Hannagan (2002) continues by saying that H annagan (2002) goes on merely by claiming that TQM is a strategic approach within an organisation which can volunteer an umbrella chthonian which a number of quality initiatives can be managed. These initiatives includestatistical process controlRight-first- dateJust-in- convictionQuality assuranceBenchmarkingQuality circlesTauguchi system2.5 CRITISM OF TQM murderSlack (20004) argues that These programmes may loose their impulse over epoch. This has been variously expound as quality disillusionment and quality droop.Various tecs and consultants who stimulate use TQM, Slack (2004) argues have put forward prescriptions which are mean to lower the risk of recurring. These include the followingDo non set quality in TQM narrowly it includes all aspects of surgical procedure.Make all quality amelioration relate to the procedure objectives of the operations. TQM is a means of up(a) work and not an end in itself.TQM should not be viewed as a depute for responsibilities o f normal managerial leadership. It is important to note that ineffective managers are not made better only when by adopting TQM.TQM is not an attachment of a company. It should be integrated with and indistinguishable from everyday activities.TQM has a considerable primordial attraction. It is some cartridge clips tempting to exploit the motivation pull of TQM rather than thoroughly thought-out plans.Different organizations leave alone have different needs depending on their circumstances. TQM should be adapted to these circumstances.Companies may push quality for its own sake, and shift withal much responsibility down to the sponsor floor. In addition TQM is antipathetical with more radical improvement approaches much(prenominal) as business process reengineering (BPR). TQM may excessively imply empowerment and liberal attitude toward grass over floor staff however it is argued that this is merely a further precedent of management exploiting workers. Critics have been k nown to define TQM as management by stress?.2.6 QUALITY way arrangingS (QMS) AND PROCESSESA SIMPLE FLOWCHART demo HOW PROCESSES ARE CHARTED IN AN ORGANISATIONSOURCE http//www.praxiom.com/process-approach.htmQUALITY MANAGEMENT frame (QMS) PRINCIPLES AND STANDARDSSOURCE http//www.abcb.demon.co.uk/iso9k2kworkbook_part5.htmlQuality management system seeks to identify external quality related input requirements specified in Licenses to Trade, regulations, specified customer requirements and the elect management system standard(s).In addition quality systems seek to define performance measures, as applicable, to the system requirements and generate the result or essay that system requirements have been executed. The next yard is to measure, monitor and report boundary of compliance with these performance measures.2To light upon a standard the first step is to implement a QMS. Implementing a QMS can serve uper your business to achieve greater consistency, expurgate expensive m istakes, increase efficiency, gain customer contentment, efficaciously market your business, exploit new markets manage growth more efficaciously and constantly improve your products, processes and systems.2.7 THE PROCESS APPROACHThe ISO 9000 series of standards is the main set of International Standards applying to the management of quality systems. It includes ISO 9001, the key internationally agreed standard for a QMS. Achieving ISO 9001 certification could mean new business. This certification can help distinguish you from competitors.Slack (2004) refers to the ISO 9000 series as Slack (2004) recognizes that there are four additional principles which ISO 9000 stresses upon. He argues that quality management should be customer focuse. In addition he states that quality performance should be measured. thirdly Slack sees the need for quality management to be improvement driven. fourth top management must demonstrate their commitment to maintaining and continually change manag ement systems.ADVANTAGES AND DISADVANTAGES OF CERTIFICATIONADVANTAGES1. Increased Efficiency Companies that go through the ISO 90012000 Quality Management Standards certification process have given a piling of thought to their processes and how to maximize quality and efficiency.2. Increased Revenue Studies have shown that ISO QMS conscious companies experience change magnitude productivity and improved financial performance, compared to un certified companies.3. client Satisfaction Client confidence is gained be practise of the universal acceptance of the ISO standards. client expiation is ensured be thrust of the benefits of ISO 90012000 QMS to company efficiency, consistency and dedication to quality service.3DISADVANTAGESThe actual change to ISO 9000 for operations can be very expensive. As is well known in business and industry, it is difficult to change the habits of long-time employees. New ways are normally resisted by everyone. This resistance cuts into profits and lik ewise decreases company morale.There are times when companies feel that the existing set of operational procedures is already operative well and they do not feel a change is necessary. forthwith these companies have the choice of loosing a customer or implementing ISO 9000. Either way money is lost in the short term.42.8 SIX SIGMA gapS sise Sigma alone means a measure of quality that strives for near perfection. sextet Sigma is a disciplined, info-driven approach and methodology for eliminating defects in any process whether it is from manufacturing to transactional and from product to service.The cardinal objective of the hexad Sigma methodology is the performance of a bar- base strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects.5Slack (2004) explains that Six Sigma processes are executed via belts. Master sick Belts are the experts in the use of Six Sigma tools, techniques and death penaltys . Six Sigma stern Belts can take a direct hand in organizing improvement teams. squirt Belts work within improvement teams they are not full-time positioned and have normal day-to-day process responsibilities. It is expected that they spend at to the lowest degree(prenominal) cardinal per cent of their time in improvement projects.ARGUMENTS FOR AND against THE SIX SIGMA INITIATIVESlack (2004) identifies the following positive sights of the Six Sigma initiativeImprovement exercise is generally neglected in most operations and if it is to be interpreted seriously, it deserves the significant investment take.If operated well, Six Sigma improvement projects controlled by experienced violence can save more than their cost.Slack (2004) identifies the following flaws of the Six Sigma initiative.It can be too hierarchical in the way it structures its various levels of social function in the improvement activity.It is expensive. Training and improvement time can prove to be costly .2.9 THE BALANCED SCORECARDThe balanced wit is a strategic planning and management system that is useto align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals. It was originated by Drs. Robert Kaplan and David Nortonas a performance measurement poserthatadded strategicnon-financial performance measures to traditional financial metrics togive managers and executives amore balanced view of organisational performance.DIAGRAM cover THE purview OF THE BALANCED SCORECARD FROM FOUR PERSPECTIVESSOURCEhttp//www.balancedscorecard.org/BSCResources/AbouttheBalancedScorecard/tabid/55/Default.aspxThe balanced scorecard suggests that we view the organization from four linear sides, and to develop metrics, collect selective instruction and contemplate it relative to each of these attitudesThe Learning Growth Perspective includes employee training and somatic cult ural attitudes related to both individual and corporate self-improvement.The Business exhibit Perspective refers to internal business processes. Metrics establish on this perspective allow the managers to know how well their business is running, and whether its products and services conform to customer requirements.The Customer Perspective explains that the receivedization of the importance of customer focus and customer satisfaction in any business is essential.The Financial Perspective states that frequently there is more than enough handling and processing of financial information. With the implementation of a corporate database, it is hoped that more of the processing can be alter and automated.6Quality indeed provides companies with a competitive edge. Total quality management looks at a companys operations holistically and determines best practice quality initiatives. Though there are pitfalls to the strategic implication of TQM, compiling of proper initiatives can reduc e the occurrence of such pitfalls. TQM initiatives can also result in customer satisfaction, thereby resulting in customer loyalty.3.0 methodologySa under(a)s (2003) simply defines methodology as Haralambos (2000) however goes a bit further by explaining what methodology is concerned with. He sees methodology as creationThe inquiry to be conducted give take a deductive approach. This enquiry approach is found to be the most appropriate, as a government issue/ hypothesis is designed and a question strategy is designed to riddle the payoff/ hypothesis. Although the look for is a deductive interchange of work, the tec go out adopt a mixed approach to data assembling. That is the research look-alike leave behind be a mixture of both qualitative and three-figure data. Generally the philosophies use are positivists and phenomenologist. Triangulation research lead be conducted as this lead increase validity and reliability.Research question plenty the toleration of tot al quality management (TQM) contribute to competitive advantage at NP?Having throwd the research topic it is essential that the police detective answers the research question. Thus essentially the detective depart undertake many strategies in addressing this question. By conducting structured research via hypothesis examineing and analyze of reading ground on best practices and recommendations the answer to the research question go away be accomplish. Thus the use of both primary and inessential data compendium tools exit be profound for this question. object lens ONE To critically assess the strategic total quality management initiatives at NP.In assembling data for objective one the investigator has found it fit to use case studies. Robson (2002) defines case rent AS The data arrangement methods allow include questionnaires, interviews, placards and accusative synopsis. The detective result select interviews and documental analysis in an attempt to collect the data call for.Interviews go away be conducted by the research worker. Structured interviews provide be use. Two groups pass on be targeted quality control managers and quality supervisors. This leave behind be through in an attempt to gain culture based on the quality methods and standards N.P. before long has. withal to establish the quality initiatives deployed from subordinates in the upper section of the organisational structure. This data appealingness method go forth be of primary nature. Interviews impart be conducted to these groups because these are the groups with the required training.Documentation analysis entrust also be selected as a means of data ingathering. The method utilise is necessary to gain information about N.P. and their documents based on quality control. It is mean to identify followup points, certifications, specifications and any new(prenominal) relevant documents based on quality control initiatives. This data charm method is of alternative nature. This method testament be utilize as it is upon these documents that N.P. thrives for their quality standards. analytic technique the funnel technique forget be utilise in conducting interviews. Quality initiatives are not easily shared therefore by start-off the interview with general questions and narrowing down, the groups targeted exit feel gentle and easy going thereby gaining the information desired. justification of methods The investigator has found it utile to conduct interviews as detailed information is gained from state in a face-to-face situation, thereby allowing interviewers to explore issues in- depth. This method has its downside as it gives rise to the possibility of biasness due to action.In conducting documentation analysis the researcher forget analyze documents in an attempt to identify forms in sales performance relative to competitors performance with respect to the quality initiatives employed at this company. documental TWO To evaluate the industry standards to benchmark TQM at NP.In appeal data for objective two the researcher found it useable to conduct surveys. Letts (2000) explains Saunders (2003) goes on further on this point by claiming that information here is put in by apply questionnaires, structured honorings and structured interviews. data cool from surveys are standardized, allowing easy comparison.The researcher get out use questionnaires and structured observations in an attempt to collect the necessary data.A questionnaire give be constructed containing twenty five questions, in which respondents ordain be asked to answer. The questionnaire testament be hand out to other companies within the industry. These companies include Bel-Ray, Castrol, Havoline and Shell. A total of 10 questionnaires each will be given out at these companies. These questionnaires will be given to members within the quality departments of these companies. These members will be every which way sele cted within the department. Questionnaires will be given out to these members as it was them who will have the required information.Structured observations will also be used to collect data. The researcher will adopt a thespian observation approach to this method. While at the various service stations, quick shops and auto mechanic parts shops the researcher will spend time spy customers choice of lubricants when other brands are available. In addition observations will be made based on the prices of other brands compared to N.P.s brand and customer scholarship of quality based upon this factor. Research will be make on both customers and companies quality departments. This will be under taken as gaining an change magnitude market share results in gaining a resource capability towards having a competitive advantage. Thus customers preferences of one product over another will give the researcher the entities of what constitutes competitive advantage based on quality. Thus making room for opportunities for benchmarking based on specifications utilize by other companies within the industry. justification of methods Questionnaires will be utilized as the researcher wishes to question a large number of individuals within a short space of time. Time would constraint the researcher in conducting interviews with 40 persons individually within the industry. Participant observation will be used in an attempt to gain a complete soul of the views, preferences and beliefs of the plurality cosmos surveyed. In addition the researcher will interact with individuals of the sample in an attempt to gain reasons for their choice.The researcher will cognise that there will be a major drawback by using questionnaires. That is they cannot address issues in-depth. It is for this reason that thespian observation will be used hand in hand with the questionnaire as it will allow individuals to go in depth on issues.analytical technique the researcher will use cognitive pen etration in an attempt to gain information from customers. Participant observation requires interactive processes, therefore it is crucial to gain origination and carry out the research. The researcher make outs the fact that informal acceptance from intended participants will be necessary in order to gain retrieve to the required information.Cognitive access will be used as it is necessary for participants to feel understood and this will allow the researcher to gain an sense of their social genuinelyity by allowing them to know what is being examine and the objective. This aims at making participants openly give information based on the objective of the research.Objective three To ascertain the extent to which NP is in compliance with industry standards.Documentation analysis will be selected as the means of data prayer for the attainment of this objective. This method is necessary for analyzing the information gained about N.P.s documentations based on quality control. The N.P.s quality initiatives discovered will be scrutinized along side information attained from the industry analysis. It is intended to identify gaps within the operation requirements relevant to inspection points, certifications, specifications and any other relevant quality control initiatives. This data accruement method is of supplementary nature. This method will be used as it is upon these analyses that gaps will be identified and compliance standards assessed.Justification of methods documentation analysis was found to be the most appropriate method as it will provide comparative and contextual data. This method will allow the researcher to compare and contrast findings when compared to secondary data.OBJECTIVE FOUR To formulate recommendations with reference to quality management best practice and based on research findings.In collecting data for objective three the researcher will use the multiple- source secondary data process. This objective will be achieved by evaluati ng the literature and documentary secondary data and matching up the findings to the survey- based secondary data.Documentary secondary data uses a confederacy of primary and secondary data. By reviewing the literature based on the selected topic, quality management best practice in relation to N.P. will be determined. In addition companys print out from their intranet will be used to gain an inside view of N.P.s perspective of quality management best practice.Survey- based secondary data will allow the researcher to compare the findings gained from doing research via survey and case memorise methods to information derived from documentary secondary data. The researcher will be able to make recommendations based on this comparison. The comparison of the findings from both documentary secondary data and survey base secondary data will be necessary as this is the method which will reveal the necessary information.Justification of methods The multiple- source secondary data process w as found to be the most appropriate as it will provide comparative and contextual data. This method will allow the researcher to compare and contrast findings when compared to secondary data. The researcher however acknowledges the fact that there may be no real control over the quality of data.3.1 honourable issuesThe research will s accession go against any unhonorable methods of data assemblage. Essentially the criteria relevant to the methods of data collection chosen are as followsVoluntary participation and conformed consent all participants will not be coerced into participating in the research. Consent will be sought after from all parties to be analyze. All participants will be given a through breakdown on the study and its aims.Confidentiality and namelessness the researcher will not seek after name or any personal information which may reveal the participants identity. This will be made clear to all parties in advance of the method of data collection.3.2 Limitations of studyWhen conducting research and collecting data one must consider the limitations of the study as this may provide boundaries and barriers to gaining a representative and accurate piece of work. The researcher will therefore moderate against the followingResponse rate expressage time and namelessness of respondents may provide barriers to the researcher for following up on people who didnt respond, thus resulting in a low response rate. grasp of information Companies cherishes their quality management secrets and guiding principles, therefore information on the characteristics of the quality management initiatives may not be divulged.Time the limited timeframe al allotted to conduct this study may constrain the researcher form collecting sufficient comparative data from competitors in an attempt to present a more in-depth comparative analysis.Generalization due to the nature of the topic and the research objectives, the findings may not be applicable to other organizations. The situation, time and place may be of a different nature.3.3 RESEARCH TOOLSThe researcher will ensure that the tools and resources are available to carry out the research designs. These materials will includeStationary tools pens paper and note pads.Data collection tool questionnaires and voice recorder.Monetary tools The researcher will require funds to reach destination to attain data.3.4 MARGIN OF ERRORDATA RELIABILITY, daring AND ACCURACYReliability and accuracyMcNeil (research methods) defines data as Data reliability therefore, is concerned with ideas such as1. The consistency of the data sedate2. The precision with which data is self-collected3. The ability to replicate a piece of work.The reliability of data collected will be an important servant since if data used is not reliable, then the conclusions or findings drawn will be fairly useless. Data reliability will be affect by such things as researcher bias into data collection processes, standardization and interpr etation. The inability to record data accurately will cause the data to be less reliable.ValidityData is only useful if it measures what it is supposed to measure. Validity refers to the extent to which the data collected gives true measurement of social reality.7When conducting research the concepts of reliability, validity and accuracy go hand in hand. It would be safe to say therefore that if data is reliable but not valid then it may have limited use. alike if data is valid, but not reliable the researcher may not be able to make general statements.In undertaking this research the researcher acknowledges the fact that the research will not be one hundred percent (100%) reliable, valid and accurate. However the researcher will make every attempt to achieve these in an aim to stand against scrutiny. The researcher will conduct the research in a highly professional, ethical and confidential manner. In addition all interpretations and collection of data will be made in an attempt t o be unbiased.4.0 Justification of time planEssentially projects must conform to set deadline dates. Thus a plan is essential to ensure the successful completion within the timeframe allowed. The dates proposed are expected to conformation however contingencies will assist the researcher in any short comings. These dates are given in medium term expected time span, therefore any additional times required will be attained via slack times gained form other tasks running simultaneously. Therefore undergoing a successful dissertation a timescale becomes necessary to use to gain efficiency and complete the project on time. For the dissolve of this study the duration will be six months. The stating date will be June 15th 2010 to December 15th 2010.Evaluation Of Total Quality Management (TQM)Evaluation Of Total Quality Management (TQM)A critical evaluation of total quality management (TQM) and its influences on competitive advantage. The case of Trinidad and Tobago Petroleum Marketing Com pany Limited (NP), automotive lubricant component1.1 BackgroundSlack (2004) explains that Quality management is extremely important in gaining and sustaining competitive advantage. Growth, survival and attainment of strategic goals are all major issues of any organization quality therefore become a major issue.Existing as a private label company NP has made their way into a market filled with experienced multinationals via for increase market share. Competitors compete in terms of pricing and quality, thus NP has to make a strong dent into the impact of the customer on these bases. Vying for increased market share the need for core competencies arises and as such quality should be the number one focus.1.2 Company backgroundAs with many companies The Trinidad and Tobago National Petroleum Marketing Company Limited (NP) has an unfold history. This company is owned by the Government of Trinidad and Tobago and incorporated in 1972. numerous acquisitions by the Government took place wh ich put NP in its position within the industry today. NP acquired the assets of Shell Trinidad Limited thereby get their Lubricant Blending Plant sited at Sea Lots, on the outskirts of behavior of Spain. Under license, it continued to produce a range of lubricants, blended fit in to the Shell formulations, until the National Petroleum Brand of lubricants was launched in 1981. Since then NP continues to improve its product rating, they keep abreast of significant technological attainment in the lubricants industry.Despite competition from multi-national companies, NP brand continues to be a major player in the local and Caribbean markets, where its automotive and industrial lubricating oils and greases hold varying, but significant market share. NP stands out as one of the most successful state enterprises in the Republic of Trinidad and Tobago.11.3 bursting charge1.4 Vision1.5 Rationale for the studyRivalry has always been a major determinant of quality of products or services. Quality management and competitive advantage is a marriage necessary for the success of a company. Thus the researcher believes that total quality management principles can be applied within NPs operations to gain an advantage over their competitors.In todays competitive arena brand image is everything, therefore if a company is able to sell their image then increased market share can be attained. The researcher therefore believes that quality will be a key determinant on NPs brand image and overall head point within the industry. A customers right to boast of brands have always been a trend in todays world, thus the ability to gain customers who can boast of NPs brand is essential. This aspect will be the basis of the issue as NP exists in an industry filled will multi-national players, thus competition is fierce and forceful.With the economic downfall, companies were faced with increases in production costs, thus this cost was transferred to consumers. In the first quarter of 201 0 NPs prices of its automotive lubricants rose twice. During an economic turmoil customers demand apprize for their money. Essentially quality will determine customers perception of products, thus ensuring a sale and continued loyalty.New methods of operations are expected to arise in an attempt to improve quality standards towards gaining a better positioning within the industry. Insights of best practices are also expected to arise. Improved efficiency and effectiveness in operations, branding, communication and services are all areas in which the researcher expects quality management to impact, thus this research can shed light on all of these areas to assist NP in attaining their mission and vision statement.1.6 Research AimsResearch question Can the adoption of TQM contribute to competitive advantage at NP?ObjectivesTo critically assess the strategic TQM at NP.To evaluate the industry standards to benchmark TQM at NP.To ascertain the extent to which NP is in compliance with in dustry standards.To formulate recommendations with reference to quality management best practice and based on research findings.These aims are found to be most important as it is hoped to achieve a firsthand view into the quality management practices in relation to operations and how these practices contribute and impact on competitive advantage.2.0 literary works REVIEWFirst hand knowledge is gained through the experiences of trial and fallacy companies have been able to create quality initiatives relevant to their operations. Various scholars have also contributed to the field of quality management by proposing models and frameworks. The researcher will examine secondary data from research to be conducted and analyze this against the literature review. Major areas of this literature review will therefore beTotal quality managementQuality management systemsThe process approachSix sigmaBalanced scorecardIt is against these criteria that this literature review aims to provide perti nent information to critically assess the topic at hand. A definition of what a literature review is given as 2.1 TOTAL QUALITY MANAGEMENT (TQM)When considering business activities, ignoring quality can be a key chemical element for inefficiency and loss of profits. Hannagan (2002) claims The main objective of businesses is to make the highest profits possible therefore one must consider the TQM issues in an attempt to succeed.2.2 ORIGIN OF TQMSlack (2004) explains that the origin of TQM was a development by several quality gurus beginning from as early as 1957. Feigenbaum 1957 introduced the term TQM and he defined it as2.3 WHAT IS TQM?Slack (2004) further goes on to state that TQM is best thought of as2.4 TQM QUALITY INITIATIVES MANAGEDHannagan (2002) presents the thought that Organizations adopt TQM as a way of demeanor as it is proved by quality throughout production until the product or service reaches the external customer. This process is measured by the quality of material s purchased from suppliers, the approach to defect control on the production line, the appearance of the building, the way problems are solved for customers, the way employees are organized and the organizations internal communication system.Hannagan (2002) continues by saying that Hannagan (2002) goes on further by claiming that TQM is a strategic approach within an organisation which can provide an umbrella under which a number of quality initiatives can be managed. These initiatives includestatistical process controlRight-first-timeJust-in-timeQuality assuranceBenchmarkingQuality circlesTauguchi method2.5 CRITISM OF TQM capital punishmentSlack (20004) argues that These programmes may loose their impulse over time. This has been variously set forth as quality disillusionment and quality droop.Various researchers and consultants who have utilise TQM, Slack (2004) argues have put forward prescriptions which are intended to reduce the risk of recurring. These include the following Do not define quality in TQM narrowly it includes all aspects of performance.Make all quality improvement relate to the performance objectives of the operations. TQM is a means of improving performance and not an end in itself.TQM should not be viewed as a fill-in for responsibilities of normal managerial leadership. It is important to note that ineffective managers are not made better simply by adopting TQM.TQM is not an attachment of a company. It should be integrated with and indistinguishable from everyday activities.TQM has a considerable transcendental attraction. It is sometimes tempting to exploit the motivation pull of TQM rather than thoroughly thought-out plans.Different organizations will have different needs depending on their circumstances. TQM should be adapted to these circumstances.Companies may push quality for its own sake, and shift too much responsibility down to the shop floor. In addition TQM is repugnant with more radical improvement approaches such as busi ness process reengineering (BPR). TQM may also imply empowerment and liberal attitude toward shop floor staff however it is argued that this is merely a further drill of management exploiting workers. Critics have been known to define TQM as management by stress?.2.6 QUALITY MANAGEMENT SYSTEMS (QMS) AND PROCESSESA SIMPLE FLOWCHART SHOWING HOW PROCESSES ARE CHARTED IN AN ORGANISATIONSOURCE http//www.praxiom.com/process-approach.htmQUALITY MANAGEMENT SYSTEM (QMS) PRINCIPLES AND STANDARDSSOURCE http//www.abcb.demon.co.uk/iso9k2kworkbook_part5.htmlQuality management system seeks to identify external quality related input requirements specified in Licenses to Trade, regulations, specified customer requirements and the chosen management system standard(s).In addition quality systems seek to define performance measures, as applicable, to the system requirements and generate the result or bear witness that system requirements have been executed. The next step is to measure, monitor and re port extent of compliance with these performance measures.2To achieve a standard the first step is to implement a QMS. Implementing a QMS can help your business to achieve greater consistency, reduce expensive mistakes, increase efficiency, gain customer satisfaction, efficaciously market your business, exploit new markets manage growth more effectively and constantly improve your products, processes and systems.2.7 THE PROCESS APPROACHThe ISO 9000 series of standards is the main set of International Standards applying to the management of quality systems. It includes ISO 9001, the key internationally agreed standard for a QMS. Achieving ISO 9001 certification could mean new business. This certification can help distinguish you from competitors.Slack (2004) refers to the ISO 9000 series as Slack (2004) recognizes that there are four additional principles which ISO 9000 stresses upon. He argues that quality management should be customer focused. In addition he states that quality p erformance should be measured. thirdly Slack sees the need for quality management to be improvement driven. fourthly top management must demonstrate their commitment to maintaining and continually improving management systems.ADVANTAGES AND DISADVANTAGES OF CERTIFICATIONADVANTAGES1. Increased Efficiency Companies that go through the ISO 90012000 Quality Management Standards certification process have given a lot of thought to their processes and how to maximize quality and efficiency.2. Increased Revenue Studies have shown that ISO QMS certified companies experience increased productivity and improved financial performance, compared to uncertified companies.3. Customer Satisfaction Client confidence is gained because of the universal acceptance of the ISO standards. Customer satisfaction is ensured because of the benefits of ISO 90012000 QMS to company efficiency, consistency and dedication to quality service.3DISADVANTAGESThe actual change to ISO 9000 for operations can be very ex pensive. As is well known in business and industry, it is difficult to change the habits of long-time employees. New ways are normally resisted by everyone. This resistance cuts into profits and also decreases company morale.There are times when companies feel that the existing set of operational procedures is already working well and they do not feel a change is necessary. at one time these companies have the choice of loosing a customer or implementing ISO 9000. Either way money is lost in the short term.42.8 SIX SIGMA INITIATIVESSix Sigma simply means a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects in any process whether it is from manufacturing to transactional and from product to service.The primitive objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects.5Slack (2004) explains that Six Sigma processes are executed via belts. Master Black Belts are the experts in the use of Six Sigma tools, techniques and implementations. Six Sigma Black Belts can take a direct hand in organizing improvement teams. blue jet Belts work within improvement teams they are not full-time positioned and have normal day-to-day process responsibilities. It is expected that they spend at least twenty per cent of their time in improvement projects.ARGUMENTS FOR AND against THE SIX SIGMA INITIATIVESlack (2004) identifies the following positive perspectives of the Six Sigma initiativeImprovement activity is generally neglected in most operations and if it is to be taken seriously, it deserves the significant investment required.If operated well, Six Sigma improvement projects controlled by experienced force play can save more than their cost.Slack (2004) identifies the following flaws of the Six Sigma initiative.It can be too hierarch ical in the way it structures its various levels of meshing in the improvement activity.It is expensive. Training and improvement time can prove to be costly.2.9 THE BALANCED SCORECARDThe balanced scorecard is a strategic planning and management system that is usedto align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals. It was originated by Drs. Robert Kaplan and David Nortonas a performance measurement frameworkthatadded strategicnon-financial performance measures to traditional financial metrics togive managers and executives amore balanced view of organizational performance.DIAGRAM SHOWING THE VIEW OF THE BALANCED SCORECARD FROM FOUR PERSPECTIVESSOURCEhttp//www.balancedscorecard.org/BSCResources/AbouttheBalancedScorecard/tabid/55/Default.aspxThe balanced scorecard suggests that we view the organization from four perspectives, and to develop metrics, col lect data and analyze it relative to each of these perspectivesThe Learning Growth Perspective includes employee training and corporate cultural attitudes related to both individual and corporate self-improvement.The Business cognitive operation Perspective refers to internal business processes. Metrics based on this perspective allow the managers to know how well their business is running, and whether its products and services conform to customer requirements.The Customer Perspective explains that the realization of the importance of customer focus and customer satisfaction in any business is essential.The Financial Perspective states that oft there is more than enough handling and processing of financial data. With the implementation of a corporate database, it is hoped that more of the processing can be centralise and automated.6Quality indeed provides companies with a competitive edge. Total quality management looks at a companys operations holistically and determines best p ractice quality initiatives. Though there are pitfalls to the strategic implication of TQM, compiling of proper initiatives can reduce the occurrence of such pitfalls. TQM initiatives can also result in customer satisfaction, thereby resulting in customer loyalty.3.0 methodological analysisSaunders (2003) simply defines methodology as Haralambos (2000) however goes a bit further by explaining what methodology is concerned with. He sees methodology as beingThe research to be conducted will take a deductive approach. This research approach is found to be the most appropriate, as a topic/ hypothesis is designed and a research strategy is designed to test the topic/ hypothesis. Although the research is a deductive piece of work, the researcher will adopt a mixed approach to data collection. That is the research trope will be a mixture of both qualitative and numerical data. Generally the philosophies used are positivists and phenomenologist. Triangulation research will be conducted a s this will increase validity and reliability.Research question Can the adoption of total quality management (TQM) contribute to competitive advantage at NP?Having formulated the research topic it is essential that the researcher answers the research question. Thus essentially the researcher will undertake many strategies in addressing this question. By conducting structured research via hypothesis testing and analyze of information based on best practices and recommendations the answer to the research question will be attained. Thus the use of both primary and secondary data collection tools will be profound for this question.OBJECTIVE ONE To critically assess the strategic total quality management initiatives at NP.In collecting data for objective one the researcher has found it fit to use case studies. Robson (2002) defines case study AS The data collection methods will include questionnaires, interviews, observations and documentary analysis. The researcher will select interview s and documentary analysis in an attempt to collect the data required.Interviews will be conducted by the researcher. Structured interviews will be utilized. Two groups will be targeted quality control managers and quality supervisors. This will be done in an attempt to gain information based on the quality methods and standards N.P. currently has. Also to establish the quality initiatives deployed from subordinates in the upper section of the organizational structure. This data collection method will be of primary nature. Interviews will be conducted to these groups because these are the groups with the required information.Documentation analysis will also be selected as a means of data collection. The method used is necessary to gain information about N.P. and their documents based on quality control. It is intended to identify inspection points, certifications, specifications and any other relevant documents based on quality control initiatives. This data collection method is of secondary nature. This method will be used as it is upon these documents that N.P. thrives for their quality standards.Analytical technique the funnel technique will be used in conducting interviews. Quality initiatives are not easily shared therefore by beginning the interview with general questions and narrowing down, the groups targeted will feel leisurely and easy going thereby gaining the information desired.Justification of methods The researcher has found it useful to conduct interviews as detailed information is gained from people in a face-to-face situation, thereby allowing interviewers to explore issues in- depth. This method has its downside as it gives rise to the possibility of biasness due to interaction.In conducting documentation analysis the researcher will analyze documents in an attempt to identify trends in sales performance relative to competitors performance with respect to the quality initiatives employed at this company.OBJECTIVE TWO To evaluate the indust ry standards to benchmark TQM at NP.In collecting data for objective two the researcher found it useful to conduct surveys. Letts (2000) explains Saunders (2003) goes on further on this point by claiming that Data here is collected by using questionnaires, structured observations and structured interviews. Data collected from surveys are standardized, allowing easy comparison.The researcher will use questionnaires and structured observations in an attempt to collect the necessary data.A questionnaire will be constructed containing twenty five questions, in which respondents will be asked to answer. The questionnaire will be turn over out to other companies within the industry. These companies include Bel-Ray, Castrol, Havoline and Shell. A total of 10 questionnaires each will be given out at these companies. These questionnaires will be given to members within the quality departments of these companies. These members will be haphazard selected within the department. Questionnaires will be given out to these members as it was them who will have the required information.Structured observations will also be used to collect data. The researcher will adopt a participant observation approach to this method. While at the various service stations, quick shops and auto mechanic parts shops the researcher will spend time find customers choice of lubricants when other brands are available. In addition observations will be made based on the prices of other brands compared to N.P.s brand and customer perception of quality based upon this factor. Research will be done on both customers and companies quality departments. This will be undertaken as gaining an increased market share results in gaining a resource capability towards having a competitive advantage. Thus customers preferences of one product over another will give the researcher the entities of what constitutes competitive advantage based on quality. Thus making room for opportunities for benchmarking based on s pecifications utilized by other companies within the industry.Justification of methods Questionnaires will be utilized as the researcher wishes to question a large number of individuals within a short space of time. Time would constraint the researcher in conducting interviews with 40 persons individually within the industry. Participant observation will be used in an attempt to gain a complete understanding of the views, preferences and beliefs of the people being surveyed. In addition the researcher will interact with individuals of the sample in an attempt to gain reasons for their choice.The researcher will acknowledge that there will be a major drawback by using questionnaires. That is they cannot address issues in-depth. It is for this reason that participant observation will be used hand in hand with the questionnaire as it will allow individuals to go in depth on issues.Analytical technique the researcher will use cognitive access in an attempt to gain information from custo mers. Participant observation requires interactive processes, therefore it is crucial to gain entry and carry out the research. The researcher acknowledges the fact that informal acceptance from intended participants will be necessary in order to gain access to the required information.Cognitive access will be used as it is necessary for participants to feel understood and this will allow the researcher to gain an understanding of their social reality by allowing them to know what is being studied and the objective. This aims at making participants openly give information based on the objective of the research.Objective three To ascertain the extent to which NP is in compliance with industry standards.Documentation analysis will be selected as the means of data collection for the attainment of this objective. This method is necessary for analyzing the information gained about N.P.s documentations based on quality control. The N.P.s quality initiatives discovered will be scrutinized along side information attained from the industry analysis. It is intended to identify gaps within the operation requirements relevant to inspection points, certifications, specifications and any other relevant quality control initiatives. This data collection method is of secondary nature. This method will be used as it is upon these analyses that gaps will be identified and compliance standards assessed.Justification of methods documentation analysis was found to be the most appropriate method as it will provide comparative and contextual data. This method will allow the researcher to compare and contrast findings when compared to secondary data.OBJECTIVE FOUR To formulate recommendations with reference to quality management best practice and based on research findings.In collecting data for objective three the researcher will use the multiple- source secondary data process. This objective will be achieved by evaluating the literature and documentary secondary data and matching up the findings to the survey- based secondary data.Documentary secondary data uses a combining of primary and secondary data. By reviewing the literature based on the selected topic, quality management best practice in relation to N.P. will be determined. In addition companys print out from their intranet will be used to gain an inside view of N.P.s perspective of quality management best practice.Survey- based secondary data will allow the researcher to compare the findings gained from doing research via survey and case study methods to information derived from documentary secondary data. The researcher will be able to make recommendations based on this comparison. The comparison of the findings from both documentary secondary data and survey base secondary data will be necessary as this is the method which will reveal the necessary information.Justification of methods The multiple- source secondary data process was found to be the most appropriate as it will provide comparative and contextual data. This method will allow the researcher to compare and contrast findings when compared to secondary data. The researcher however acknowledges the fact that there may be no real control over the quality of data.3.1 ethical issuesThe research will guard against any unethical methods of data collection. Essentially the criteria relevant to the methods of data collection chosen are as followsVoluntary participation and conformed consent all participants will not be coerced into participating in the research. Consent will be sought after from all parties to be studied. All participants will be given a through breakdown on the study and its aims.Confidentiality and anonymity the researcher will not seek after names or any personal information which may reveal the participants identity. This will be made clear to all parties in advance of the method of data collection.3.2 Limitations of studyWhen conducting research and collecting data one must consider the limitations of th e study as this may provide boundaries and barriers to gaining a representative and accurate piece of work. The researcher will therefore guard against the followingResponse rate limited time and anonymity of respondents may provide barriers to the researcher for following up on people who didnt respond, thus resulting in a low response rate. telescope of information Companies cherishes their quality management secrets and guiding principles, therefore information on the characteristics of the quality management initiatives may not be divulged.Time the limited timeframe allotted to conduct this study may constrain the researcher form collecting sufficient comparative data from competitors in an attempt to present a more in-depth comparative analysis.Generalization due to the nature of the topic and the research objectives, the findings may not be applicable to other organizations. The situation, time and place may be of a different nature.3.3 RESEARCH TOOLSThe researcher will ensure that the tools and resources are available to carry out the research designs. These materials will includeStationary tools pens paper and note pads.Data collection tool questionnaires and voice recorder.Monetary tools The researcher will require pay to reach destination to attain data.3.4 MARGIN OF ERRORDATA RELIABILITY, validity AND ACCURACYReliability and accuracyMcNeil (research methods) defines data as Data reliability therefore, is concerned with ideas such as1. The consistency of the data collected2. The precision with which data is collected3. The ability to replicate a piece of work.The reliability of data collected will be an important circumstance since if data used is not reliable, then the conclusions or findings drawn will be fairly useless. Data reliability will be bear upon by such things as researcher bias into data collection processes, standardization and interpretation. The inability to record data accurately will cause the data to be less reliable.ValidityDa ta is only useful if it measures what it is supposed to measure. Validity refers to the extent to which the data collected gives true measurement of social reality.7When conducting research the concepts of reliability, validity and accuracy go hand in hand. It would be safe to say therefore that if data is reliable but not valid then it may have limited use. Also if data is valid, but not reliable the researcher may not be able to make general statements.In undertaking this research the researcher acknowledges the fact that the research will not be one hundred percent (100%) reliable, valid and accurate. However the researcher will make every attempt to achieve these in an aim to stand against scrutiny. The researcher will conduct the research in a highly professional, ethical and confidential manner. In addition all interpretations and collection of data will be made in an attempt to be unbiased.4.0 Justification of time planEssentially projects must conform to set deadline dates. Thus a plan is essential to ensure the successful completion within the timeframe allowed. The dates proposed are expected to conformation however contingencies will assist the researcher in any short comings. These dates are given in medium term expected time span, therefore any additional times required will be attained via slack times gained form other tasks running simultaneously. Therefore undergoing a successful dissertation a timescale becomes necessary to use to gain efficiency and complete the project on time. For the purpose of this study the duration will be six months. The stating date will be June 15th 2010 to December 15th 2010.