| Summary: | Dissertation submitted in partial fulfilment of the requirements
for the degree of
Master of Business Administration,
Business Studies Unit, Faculty of Commerce,
Durban University of Techology, 2007. === Quality improvement is a fundamental and important attribute of a company’s business
strategy and competitive positioning. The Durban-based paint factory of Dulux (Pty)Ltd,
is the primary manufacturing and distribution site in South Africa. This site has to
ensure that the consumers and customers in the target market, are satisfied with the
quality of product and service received from the factory.
This research focuses on the determination of employee perceptions of quality during
2006 at the paint factory site. In particular, how could these perceptions be effectively
used by management as a basis for improving the quality ethic on the site. An
improved quality ethic ensures a value- added product and service offer to the target
market. The research investigates employee perceptions for various site departments
and job grades within the context of several quality themes.
Employee perceptions were determined by means of a quantitative survey conducted
on the site population using a survey questionnaire. The study shows a primarily
positive perception of quality by the employees. The subsequent descriptive and
inferential statistical analysis quantifies these perceptions as statistically significant in
relation to the research questions that were used in the research. There were some
perceptions of quality that highlited potential areas for improvement within the site
quality management system and the scope of application. These areas need to be
considered by management in order to restore positive perception and support for the
quality management system.
It is recommended that an annual survey of employee perceptions be conducted by the
Quality Assurance department and feedback discussed at the annual quality
management review forum. An effective quality improvement and communications
strategy can then be determined for implementation. It is also proposed that future
research consider conducting a similar study at the service oriented Dulux Alberton site
and another survey for the management team at the Durban factory.
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