THE EFFECT OF PRODUCT QUALITY CONTROL ON CUSTOMER’S SATISFACTION
(A CASE STUDY OF CADBURY NIG. PLC)
ABSTRACT
This research study examined the effects and possible solutions of product quality control as it affects the ordinary customer using Cadbury Nig. Plc as a case study. The research study was aimed at evaluating the product quality and customer satisfaction on the growth and profitability which the organization achieves. Also, the effectiveness of product control on customer satisfaction was also addressed, and analyzed respectively. This information was analyzed with the aid of SPSS v 18.0 on different tables and simple random sampling technique was used. The study is limited by time, which is the school calendar year, coupled with the cost involved in conducting such enormous task. The findings of the study reveal that there are several quality control checks and balance which should be put in place for thorough and in depth satisfaction of the final customer. It also posits generally three processes to achieve quality at a standard rate, these include: inspection of incoming Raw materials, inspection of work in progress and the final inspection of incoming raw materials. Interpersonal relationship amongst consumer’s using a definite product also contribute to innovation and better quality of a product through purchasing. The study recommended that management should control and maintain equipment used for production in the organization.
TABLE OF CONTENTS
PAGES
Title Page……………………………………………………………………………….. i
Certification…………………………………………………………………………… ii
Dedication……………………………………………………………………………… iii
Acknowledgement…………………………………………………………………. v
Abstract ………………………………………………………………………………… vi
Table of Content……………………………………………………………………. vii
CHAPTER ONE
1.1 Background of the Study……………………………………………… 1
1.2 Statement of the problems…………………………………………… 2
1.3 Purpose of the study……………………………………………………. 3
1.4 Research Questions……………………………………………………… 4
1.5 Research Hypothesis……………………………………………………. 4
1.6 Significance of the study………………………………………………. 5
1.7 Scope of the study……………………………………………………….. 5
1.8 Limitation of the study………………………………………………… 5
1.9 Definition of the terms………………………………………………… 6
References…………………………………………………………………………….. 8
CHAPTER TWO
2.0 Introduction ………………………………………………………………… 9
2.1 Conceptual Framework………………………………………………… 11
2.2 Production Management and Corporate Policy……………… 18
2.3 Models in Production Management and its uses.…………. 20
2.4 Production, Process Design…………………………………………… 22
2.5 Quality control and strategy…………………………………………. 23
2.6 Requirements for Production control.…………………………. 27
2.7 Total Quality Control……………………………………………………. 27
2.8 Quality control application…………………………………………… 29
2.9 Strategy Consideration………………………………………………… 30
2.10 Determination of methods of inspection.…………………… 31
2.11 Summary of Chapter……………………………………………………. 33 References…………………………………………………………………… 34
CHAPTER THREE
3.0 Introduction………………………………………………………………… 37
3.1 Research Design…………………………………………………………… 37
3.2 Population of the study and sample size……………………… 37
3.3 Sampling Techniques…………………………………………………… 38
3.4 Types of Source of Data………………………………………………. 38
3.5 Method of Data Collection…………………………………………… 38
3.6 Data Analysis Techniques…………………………………………….. 39
References…………………………………………………………………… 40
CHAPTER FOUR
4.1 Introduction………………………………………………………………….. 41
4.2 Analysis of Research Questions…………………………………… 41
4.3 Testing of Hypothesis…………………………………………………. 52
4.4 Correlation Analysis Interpretation……………………………. 55
CHAPTER FIVE
5.1 Introduction………………………………………………………………… 57
5.2 Summary of Findings…………………………………………………… 57
5.3 Conclusion…………………………………………………………………… 58
5.4 Recommendation………………………………………………………… 59
5.5 Suggested Areas for Further Study……………………………… 59
Bibliography………………………………………………………………… 60
Appendix……………………………………………………………………… 62
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
According to Fagbohungbe (2009) definesproduction as the “process of designing, operating and controlling a productive system capable of transforming physical resources and human talent into needed goods and services”.
Although, some prefer the label production/operations management, the more global term of production used here is to emphasize that production system generates intangible services as well as tangible goods.
Lawal (2007) states at least four reasons why it is important that you know something about production management, production is a core organizational function. The production function commands the flow of resources through the organization. Society depends heavily on the output of productive organizations and the production function is tied to many serious societal components.
A typical operation or production manager views organizations as productive systems, complete with inputs, a transformation process and output. The transformation process consists of interrelated parts, each depends on the other. Among the important parts of productive systems are these activities listed below, (Enikanselu, and Oyende, 2009)
Product design, production planning, production scheduling, production control, purchasing and material management inventory control, work flow layout and production or out put forecasting and quality control.
Together, these activities let managers carry out their economic function of transforming resources into useful goods and services.
1.2 STATEMENT OF THE PROBLEMS
Most organization have nothing to do with company product policies, which could not be visualized as determinants of the product that could be produced, the goals of the organization have not attained the optimum product line.The changes available resources as well as dynamics of the market conditions. In achieving optimum in product competition, certain variables such as composition of product line, dynamism of product attributes are considerations, the selection and design of the particular products and services offered. It was finalized through assessment of interaction between the original concepts, estimated costs of operation, equipment configurations and alternative job or work crew designs. Capacity planning decisions that also determines the location for warehouse and branches and a growth plan, a supply, storage and logist
