TABLE OF CONTENTS
Table of Contents
DECLARATION
APPROVAL
DEDICATION
ACKNOWLEDGEMENT iv
TABLE OF CONTENTS v
LIST OF TABLES
LIST OF FIGURES ix
ABSRACT
CHAPTER ONE i
INTRODUCTION 1
1.1 Background of the Study 1
1.2 Statement of the Problem 2
1.3. General Objective 2
1.3.1 Research Objectives 3
1.4 Research Objectives 3
1.5 Scope of the study 3
1.5.1 Geographical Scope 3
1.5.2 Content scope 3
1.5.3 Time scope 4
1.6 Significance Study 4
1.7 Conceptual Framework 4
CHAPTER TWO 6
LITERATURE REVIEW 6
2.1 Introduction 6
2.2. Key Concepts 6
2.2.1 Total Quality Management 6
2.2.2 Operational Competitiveness 7
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2.2.3 Total Quality Management and Competitiveness 8
2.3 Theory 9
2.3.1 Resource Based Theory 9
2.4 Total Quality Management Practices 9
2.3 Operational Competitiveness 11
2.4 Relationship Between Total Quality Management and Competitiveness 12
2.5 Summary 13
CHAPTER THREE 15
RESEARCH METHODOLOGY 15
3.1 Introduction 15
3.2 Research Design 15
3.3 Sources of Data 15
3.3.2Secondary sources 16
3.4lnstruments of Data Collection 16
3.4.llnterviews 16
3.4.2 Questionnaires 16
3.5 Sample Size and Selection 16
3.6 Sampling Techniques 17
3.7 Research Procedure 17
3.8 Data Analysis 17
3.9 Limitation 18
CHAPTER FOUR 19
DATA INTERPRETATION AND ANALYSIS OF FINDINGS 19
4.1 Introduction 19
1.2 Background Information 19
4.2.1 Educational Level of the Respondents 19
fable 4.1: Respondents Educational Level 19
~.2.2 Continuous service with the organization 20
[able 4.2: Length of Continuous Service 20
L3 Total Quality Management Practices 20
Eable 4.3: TQM constructs applied in the firm 21
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4.3.1 Performance Measures .22
Table 4.4: Performance measures employed in the firm 22
4.3.2 Top Management 23
Table 4.5: Top management commitment 23
4.3.3 Customer focus 24
Table 4. 6: Customer Focus on TQM 24
4.3.4 Employee Involvement 25
Table 4.6: Effect of Employee Involvement 25
4.3.5 Supplier Relationship 26
Table 4.7: Supplier Partnership 26
4.4 Effect of TQM on Organizational Competitiveness 26
4.4.1 Pearson and Spearman’s Correlations 27
Table 4.8: Pearson and Spearman’s Correlation Coefficient 27
CHAPTER FIVE 29
SUMMARY CONCLUSIONS, DISCUSSIONS AND RECOMMENDATIONS 29
5.1 Introduction 29
5.2 Summary 29
5.3 Conclusion on the Study 30
5.4 Recommendation of the Study 30
REFERENCES 32
APPENDICES 34
