TABLE OF CONTENT
DECLARATION ............................................................................................................................. i
APPROVAL .................... : ...... , ....................................................................................................... ii
DEDICATION ....................... :: ...................................................................................................... iii
ACKNOWLEDGEMENTS ........................................................................................................... iv
LIST OF ABBREVIATIONS ......................................................................................................... v
DEFINITION OF TERMS ............................................................................................................ vi
TABLE OF CONTENTLIST OF TABLES ................................................................................. vii
LIST OF TABLES ......................................................................................................................... xi
LIST OF FIGURES ...................................................................................................................... xii
LIST OF FIGURES ...................................................................................................................... xii
ABSTRACT ................................................................................................................................. xiii
CHAPTER ONE ........................................................................................................................... 1
INTRODUCTION ......................................................................................................................... 1
1.1 BACKGROUND OF THE STUDY ......................................................................................... I
1.2 THE CHOICE OF BID CO OIL REFINERY ........................................................................... 3
1.3 STATEMENT OF PROBLEM ................................................................................................. 3
1.4 PURPOSE OF THE STUDY .................................................................................................... 4
1.4.1 RESEARCH OBJECTIVES .................................................................................................. 4
1.5 RESEARCH QUESTIONS ...................................................................................................... 4
1.6.1 GEOGRAPHICAL SCOPE ................................................................................................... 4
1.6.2 CONTENT SCOPE ............................................................................................................... 5
1.7 SIGNIFICANCE OF THE STUDY .......................................................................................... 5
1.8 CONCEPTUAL FRAMEWORK ............................................................................................. 5
1.9 Map representation and photos ................................................................................................. 8
CHAPTER TWO .......................................................................................................................... 9
2·.0 INTRODUCTION ................................................................................................................... 9
2.1 OVERVIEW OF TQM AND SUPPLY CHAIN ...................................................................... 9
2.1.1 TQM ....................................................................................................................................... 9
2.1.2 Supply chain management ................................................................................................... 11
2.1.3 Key feature of flexible supply chain .................................................................................... 13
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2.2 TQM PRINCIPLES ............................................................................................... . ' ' I'
External Customers....................................................................................................... 1 -I
2.\ KEY ELEMENT OF TQM.................................... ......... ...... .................................. 1 r,
2.3. 1 EMPLOYEE INVOLVEMENT ........................... : ............................................................. 16
2.3.2 CUSTOMER FOCUS ........................................................................................................ 1 il
2.3.3 BENCHMARKING ............................................................................................. .
2.3.4 CONTINO US IMPROVEMENT ...................................................................... ..
2.4 Supply chain quality management based on the TQM principles ....... .' ........... : ...... .
2.4.1 Customer focus ................................. : ................................................................. .
2.4.2 Leadership .................................................. , .................. : ..................................... .
2.4.3 Involvement of people ........................................................................................... .
2.4.4 Process management ............................................................................................ .
2.4.5 System management ........................................................................................... .
2.-1.6 Continual improvement ........................................................................................ ..
2.4. 7 Factual approach to decision making ................... : ................................. ..
:2.4.8 i'vlutually beneficial supplier relationships ............................................................ ..
2.5 The Cost oCTQM ....................................................................................................... .
2.6 Factors that have conttibuted to the dewlopment ofTQlvi ........................... ..
2.7 Tools used In TQivi ............................................................. .
2.7.1 Quality assurance ................................................................................................. .
' 2.7.2 Quality control ................................................................................... ..
2.7.3 Quality Circle ................................................................................................. .
2.7.-l Quality standards ..................................................... ..
2.7 ~.1 ISO 9000 Series ............................................. .
2.8 TECHNIQUES FOR QUALITY CONTROL AND RELIABILITY ......... .
2.8.1 INSPECTION ............................................................................................................ .
2.8.2 QUALITY FUNCTION DEPLOYMENT (QFD) ................................. · ..... .
2.8.2.1 BENEFITS OF QFD .................................................................................... .
2.9 FAILURE Iv!ODE ERRIORS ANALYSIS (FMEA) ....................... .
2.91 TYPES OF FMEA ............................................... ..
2.9.1.1 SYSTEM FME/\ ................................... .~ •. .......
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2.9. I .2 DESIGN FMEA .............................................................................................. 29
2.9.1.3 PROCESS FMEA. ......................... ........ ..... ... ... . .. . .. ....... ... . . . . . ... 29
2.9.1.4 ADVANTAGES OF FMEA .... , ................................................................................ 29
2.9.1.5 DISADVANTAGES OF FMEA ..................................................................................... 29
2.10 CONTRIBUTION OF TQM TO ORGANIZATION .... , ................................................... 29
2.1 I CHALLENGES ENCOUNTERD IN IMPLEMENTING TQM ..................................... 30
CHAPTER THREE ....... : .......................................................................... ~.............. ',I ... ' ..•........•. -
METHODOLOGY..................................................................................................... . ... 3 I
. 3.0 INTRODUCTION ............................................................ ,. . . .... ..... ... . .. ... .. . .. . .. 31 . . . 3.1 RESEARCH DESIGN............................................................... ...... .... .... ..... ..... . ... 3 I
3.2 SAMPLE SIZE AND STUDY POPULATION .............................................................. 3 I
3.3 SAMPLE SELECTION ................................................................... . . ... ~...:
3.4 SAMPLING TECHNIQUES ....................................................... . .. :r:
3.4. I SAMPLE RANDOM TECHNIQUE ................................................ :.............. . ..... 32
3.4.2 PURPOSIVE SAMPLING TECI-INIQUE ........................................................... . ........ 32
3.5 DATA COLLECTION METHOD ..................................................................... .. '" .... _)..:...
3.5. I QUESTIONNAIRES ......................................................................... .
3.5.2 INTERVIEWS .................................................................................... . " ··········· ,)J
3.5.3 DOCUMENTARY REVIEW......................................................................... . .. 33
3.5.-l OBSERVATION ................................................................................... . . .. . " u
3.6 TEC!-INIQUES FOR DATA ANALYSIS ........................................ .
3. 7 LIMIL-\TION OF THE STUDY ....... . ...... ...... ...... .
3.7.I TIME CONSTRAINT ........................................... .
3.7.2 FINANCIAL CONSTRAINT ..................................... ..
CHAPTER ·FOUR ....................................................... ..
PRESENTATION AND ANALYSIS OF FINDINGS...... . ........... .
-1.0. Introduction ............... : .................................................. . i ························ ··············· . -1. I .0 Demographic characteristic ............... _ .......................................... .
-1.8 Hem· is quality assured within the organization° ......... ..
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4. 9 Techniques used in controlling quality in Bidco Oil Refinery Limited ........... .' ..................... 44
4.10 Working together to support cross-functional key performance indicators to assure Total
Quality .......... : ....................................................... ~ .................................. c ••••••••• '. •••••••••••• : •••••••••••••• 45
4.11 The benefits ofTQM in the Supply Chain Management.. ................................................... 46
4.12 Challenges encountered when accomplishing TQM ........................................................... 4 7
CHAPTER FIVE ........................................................................................................................ 49
SUMMARY, CONCLUSION AND RECOMIVIEND'ATION ......................................... 49
5.0. Introduction................................................................................................................. .. -J'J
5.1. Summary ...................................................................... :........................................ 49
5.2 Conclusion ........... : ......................... ~ ............................................... , ...........•...
5.3 Recommendation ...................................................................... .
REFERENCES ..................................................................... . ·'
APPENDICES ................................................................................ .
APPENDIX 1 ........................................................................................... .
QUESTIONNAIRE ...................................................................... .
INTERVIEW GUIDE QUESTIONS ........................ , ........................... · ... 5R
DURATION OF THE STUDY............................................. . ................................ ···············59
AI)l)ENDIX 3 ............................................................................................................ . . 60
EST!f'vfATED BUDGET POR THE DISSERTATION ............................ , ........... . . .. ()l)
