DIFFUSION OF A QUALITY MANAGEMENT SYSTEM: A CASE STUDY

Authors

  • Noel Phillip Solomon Cape Peninsula University of Technology
  • Andre Bester CPUT
  • C M Moll CPUT

DOI:

https://doi.org/10.7166/28-2-1762

Abstract

The diffusion of a quality management system (QMS) to improve business performance depends upon the quality management strategy used. The aim of Eskom’s QMS strategy was to create a sustainable quality drive throughout the company to improve customer and stakeholder satisfaction. This research project’s objective is to determine how the diffusion of a QMS can improve the electricity supply industry in the Western Cape division of the electricity sector in South Africa. A quantitative research methodology was employed in the study. The responses to a survey questionnaire were analysed and conclusions were drawn. The research finding is that diffusion of a QMS improves the electricity industry by positively affecting attitudes towards the challenge of securing a sustainable long-term energy supply; improving processes and practices; engendering a quality culture; and contributing towards continual improvement. At the same time, certain barriers to the implementation of a sustainable QMS were identified.

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Published

2017-09-04

How to Cite

Solomon, N. P., Bester, A., & Moll, C. M. (2017). DIFFUSION OF A QUALITY MANAGEMENT SYSTEM: A CASE STUDY. The South African Journal of Industrial Engineering, 28(2), 149–164. https://doi.org/10.7166/28-2-1762

Issue

Vol. 28 No. 2 (2017)

Section

Case Studies

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