ABSTRACT
The
dynamic nature of changes in the environment has made organisations, big or
small the world over, to turn to “quality” to help them cope with competitive
challenges, as they affect tastes and aspirations of consumers. Most
organisations have therefore adopted Total Quality Management (TQM) as a way of
providing quality products and services to their customers. The Nigeria
power sector has been associated with poor quality performance. Therefore, the
research examined the prospects of TQM in Nigeria power sector. In a nutshell
the research sets out to examine the prospects of TQM in PHCN in relation to
the attitude of top management, its applicability in the Nigeria power sector. The survey
and descriptive methods were adopted. Three hundred and twelve randomly
selected personnel from a population of 1408 participated in the study, as well
as four hundred customers were randomly selected from a population of 268,091.
The instrument of data collection labeled Total Quality Management
Applicability Inventory (TQMAI) was built on a Likert Scale system. Findings indicate that no difference exists
between the PHCN staff and customers in their understanding of the relationship
between top management support for quality and prospects of TQM. Also the study
found that the culture of PHCN does not favour the application of TQM. The
study confirms the need for cultural shift/change in order to facilitate the
application of the tenets of TQM, and reaping of benefits they may accrue.
Conclusively, the Nigeria
power sector should initiate a company wide awareness of TQM through seminar
and workshop.
LIST OF TABLES
3.1 Population distribution of the study area – – – – – 71
- The distribution of the staff – – – – – – – 74
- Selection of stratified sample of business units from a population of
1,408 of
the 8 business units in Kaduna
distribution zonal office. – 76
- The Population Distribution of the PHCN Customers – – – 77
- The sample distribution of the PHCN customers – – – – 7
- Are you a staff of PHCN or a Customer – – – – – 84
- What is your position in the organisation – – – – – 85
- Years of working experience – – – – – – – 85
- Higher qualification – – – – – – – – 86
- How long have you patronize PHCN – – – – 87
- Top management is generally happy with the quality of work
passed from one department to next – – – – – – 88
- Indicates that management ensures that the generating units are
properly maintained to avoid breaking down – – – – – 89
- PHCN Management welcomes quality suggestions from specialists
or any worker in periods of need especially when
there is a problem
or need for improvement. – – – – – – – 89
- The organization periodically finds out the opinion of its workers
on the quality of its service and top management
attitude to quality
programme – – – – – – – – – 90
- Top management leadership can encourage adoption of quality service – 91
- TQM requires top management personal involvement in quality
planning and performance – – – – – – – 91
- The commitment of top management is an essential requirement
without which TQM implementation cannot succeed – – – 92
- Organization culture describes the basic qualities and values that
characterize the ideal behaviour of a total quality organization – 93
- Superior subordinate relationship in the organization is generally
cordial because each of them performs his/her
duties according
to specifications required for quality service. – – – – 94
- There is the culture of trust and intimacy among the employees – – 94
- Organizational culture presents the largest and most intractable
barrier to change – – – – – – – – – 95
- Influence of political factors on the application of TQM in PHCN – 96
- Influence of economic environment on the application of TQM in PHCN 97
- Influence of technological factor on the application of TQM in PHCN – 97
- Influence of socio-cultural factors on the application of TQM in PHCN 98
- There is high level of awareness about TQM in PHCN – – – 99
- PHCN embarks upon extensive training of personnel for efficiency and effectiveness in line with TQM principles – – – – 99
- PHCN is committed to quality in all aspects because it has vigorously pursued and adopted TQM – – – – – – – 10
- PHCN has started implementing TQM – – – – – 101
- The following summary table 4.5.1 is used for the analysis 103
- Correlation – – – – – – – – – – 103
- The following summary table 4.5.3 is used for the analysis. 104
- Correlation – – – – – – – – 105
- The following summary table 4.3.5 is used for the analysis- 106
- Environmental Factors* Application of TQM Crosstabulation 107
- Chi-Square Tests – – – – – – – – – 108
- The following summary Table 4.5.9 is used for the analysis – 109
TABLE OF CONTENTS
Title page – – – – – – – – – – – i
Declaration – – – – – – – – – – – ii
Approval page – – – – – – – – – – iii
Dedication – – – – – – – – – – – iv
Acknowledgement – – – – – – – – – – v
Abstract – – – – – – – – – – – vi
List of tables – – – – – – – – – – vii
Table of contents – – – – – – – – – – ix
CHAPTER ONE: Introduction
1.1 Background of the study – – – – – – – 1
1.2 The statement of the problem – – – – – – – 8
1.3 The
objectives of the study – – – – – – – 9
1.4 Research hypotheses – – – – – – – – 10
1.5 Scope of the study – – – – – – – – – 11
1.6 Limitation of the study – – – – – – – – 11
1.7 Significance of the study – – – – – – 12
1.8 Definition of terms – – – – – – – 12
References – – – – – – – – – – 14
CHAPTER TWO: Review of Related Literature
2.1 Introduction – – – – – – – – – 15
2.2 An overview of total quality management (TQM) – – – 15
2.3 TQM: evolution and concepts – – – – – – 20
2.3.1 Evolution of TQM – – – – – – – 20
2.3.2 The concepts
of TQM – – – – – – – – 28
2.3.3 Prospects of TQM – – – – – – – – – 33
2.4 The traditional concept of quality – – – – – – 35
2.5 Determinants of service quality – – – – – – 40
2.6 TQM concept of quality and service – – – – – 41
2.7 TQM concept of quality and customer satisfaction – – 43
2.8 Organisational culture and the applicability of TQM – 46
2.8.1 Application of TQM in the electric power sector – – – 54
2.9 Influence of environmental factors – – – – – – 56
2.10 Summary of related literature – – – – – – – 61
References – – – – – – – – – – 64
CHAPTER THREE: Research Methodology
3.1 Research design – – – – – – – – – 68
3.2 Sources
of data – – – – – – – – – 68
3.2.1 Primary data – – – – – – – – 69
3.2.2 Secondary
data – – – – – – – – – 69
3.3 Area of the study – – – – – – – – – 69
3.4 Population of study – – – – – – – – 70
3.5 Sample size and its determination – – – – – – 72
3.6 Instrument
for data collection – – – – – – – 79
3.7 Method of data analysis – – – – – – – – 80
3.8 Reliability and validity of the instrument – – – – – 81
3.8.1 Reliability – – – – – – – – – – 81
3.8.2 Validity – – – – – – – – – – 82
3.8.3 Test: test retest – – – – – – – – – 82
References – – – – – – – – – – 83
CHAPTER FOUR: Data Presentation and Analysis
4.1 Presentation of data – – – – – – – – 84
4.2 Respondents profile – – – – – – – – 84
4.3 Hypothesis
I – – – – – – – – – 88
4.4 Hypothesis
II – – – – – – – – – 93
4.5 Hypothesis
III – – – – – – – – – 96
4.6 Hypothesis
IV – – – – – – – – – 99
4.7 Test of hypothesis – – – – – – – – – 102
4.8 Discussion of results – – – – – – – – 110
CHAPTER FIVE: Summary of Findings, Conclusion and
Recommendations
5.1 Introduction – – – – – – – – 116
5.2 Summary of findings – – –
