ASSESMENT OF TOTAL QUALITY MANAGEMENT PRACTICE

(IN CASE OF HAWASSA FLOUR SHARE CAMPANY)

A ResearchProposal :SUBMITTED TO DEPARTMENT OF Logistic and Supply

CHain Maganement PARTIAL FULFILLMENT OF BA DEGREE IN LSCM

BY:NEGERA LEMU

ID NO:0757/07

HAWASSA UNIVERSITY
COLLEGE OF BUSINESS AND ECONOMIC

DEPARTMENT OF MANAGEMENT

JUNE/2016

AWADA,ETHIOPIA

Acknowledgement
First of all I would like thank to ALLAH for giving me the strength to bring my long time
dream and effort in to reality.
I would like to express out heart full gratitude appreciating to my advisor HABTAMU.M
{MBA} for his genuine and invaluable professional and guidance though out my
activities lastly, I would like to thank my family for their financial support to accomplish
this paper.

ABSTRACT

The study was conducted on the Assessment of total quality management in case of
Hawassa floury share company. The main objective of this study is to assess the
Assessment of total quality management in case of Hawassa flour share company in
Hawassa city . In order to achieve the proposed objective the researcher used both
primary and secondary data. Primary data collected through questionnaire, unstructured
interview and observation. Whereas secondary data obtained from the organizationThe
sampling technique that used in the study is simple random sampling technique. After
data gathered from perspective source then, the analysis was made using descriptive
method and interpreted in meaningful way and present by using tables with application
percentages.

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 CHAPTER ONE

INTRODUTION

1.1 Background of the study

Quality product is means of competency in world market since quality as the totality
features of product and characteristic of product or services that bear its ability to satisfy
stated and implied need. From its very nature quality refer to the ability of product or
service that constantly meet or exceed the customer requirement so that the working
definition of quality is customer dependent (william J Steven P.403)

In addition to this explanation about quality, it also refer to a relative term and generally
used with reference to the end user of product that is fitness for the purpose degree of
performance degree excellence fulfillment promise mode to meet customer
satisfaction(Joel E Koss Tom 2nd edition) Known days many manufacturing organization
have the problem of quality management on their product quality from this organization
Hawassa floury share company is one of them which have low quality on their the
product this low in quality of product results the organization to be in effective and incur
unexpected cost as the result of producing low quality product.(William J Steven)p.403

In this study the research interested to asses the problem of quality management in
Hawassa floury share company and its consequential benefits
improving/managing/quality in the organization of Hawassa floury share company.
Through detailed investigation, the research would deals the problem which affect the
quality of it product (William j steven) p.403
 1.2 BACKGROUND OF THE ORGANIZATION
Hawassa many manufacturing firm have problem of quality management on their product
quality management.

Hawassa flour share company many produces 100% wheat each flour product range such
as wheat flour etc in 1979 E,C there are around of flour factory in Hawassa broadly
classifying in to public and private enterprise. It has been established in 1979 E,C with
total capital of birr 1 million. Hawassa flour share company is one of the biggest flour
factory in Hawassa. It has large sale volume 60% of sale

Vision

The factory is committed to in creating abuts for excellence in the flour factory in
Hawassa in general and well as other country in same extent. To get competitive
advantage by producing high quality flour and flour products.

Mission

To increase the asset of the company in country To produce quality flour and at
reasonable price to maximize the organization profit.

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 1.3 Statement of the problem

Manufacturing firm is one of the business operation commercial activities which are
accomplished raw material into useful products through the use of machinery and skilled
man power to create wealth and satisfy demand. The quality product brings more
effectiveness in the organization objective that is profits. Hawassa flour Share Company
is a manufacturing company producing flour products to its customers. The researcher
identified a gap in addressing total quality management practice in the factory due to
many factors affecting the quality of products and services in the factory.

1.4 Research questions

Regarding the problem the study will be expect to answer the following question.

 What are the main factors that affect quality of products and services in the
factory?
 Does the current application of TQM provide benefit to the company?
 Are there alternative strategies to enhance the quality of products and services of
the company in the future?

1.5 General Objective of the study

The main objective the study is assessment of total quality management practice in case
Hawassa flour shares company and recommending the possible solution to the problem.

1.4.1 Specific Objectives of the study

 To identify the factor that affect the quality of products.

 To determine whether the application of current TQM provides benefits.
 To identify the alternative strategies used to enhance the quality of products.

1.6 Significance of the study

The study would conduct based on the specific problem concerning the quality
management system of Hawassa flour Share Company by point out the common or
recurrent problem. On the basis of finding the study forward communication can be
helpful for actual and reliable information about the to know the reason why the factory
fail to produce quality product.

In conducting this study, there are beneficiary bodies such as:

For organizations:- After conducting this research the organization will be benefices that
the manager see identified problems and recommended solution of the study and he/she
will take the corrective action in the way and function of the quality production.

For researcher:- Beneficiary on getting knowledge about the study and experience on
conducting such assessment to get satisfaction that when the study was the solution for
problem to practice the theoretical part with in addition practice in the real world.

For other researcher:- He/she can take this study as a reference for conducting other
similar assessment.

1.7 Delimitation of the study

The title research indicate the study would planning to asses be restrict on Hawassa city
in the Hawassa flour share company. The study or the research will be planning to asses

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quality management problem the factory. The research or study determination is depends
on the following reason.

There will be full information require to the organization due to its nearness

The researcher minimize the cost that arise distance also the researcher minimize the
budget time or consumption.

1.8 limitation of the study

When we see the limitations of the study I was face encountered some problems, the
respondent was involuntary to fill the questionnaires due to intensity of work load. But
the researcher takes measurement by arranging free time that suitable to respondents to
give correct answer freely. More over the respondents farness to explain over all
problems that are realized in quality production. To conduct this research the researcher
faced many challenge some of their where

The respondent of questionnaire is not willing fill the question and return it on the
specific in time.
In appropriate of time is the challenge to facilitate the work on time.
Hack of enough time to conduct the research in full death is additional problem
faced in undertaking this study
The sacrifice of electric power will be additional problem that the researcher
faced.
 CHAPTER TWO

REVIEW OF METHOD LITERANATURE

2.1 DEFINITION OF QUALITY

According to oxford American dictionary define quality as a degree or level of
excellence. The official definition of quality by American nation standard institution
(ANSI) and the American society for quality control (ASCO) in totality of feature and
characteristics of production or services that to bears on its ability to satisfy given needs
and wants

According to Joes E. Ross, the concepts and vocabulary of quality are elusive different
people interoperate quality in differently .fixes can defines quality in measurable term
that can be operational. Product base definition: quality is viewed as quality able or
measurable characteristics or attribute. For example durability reliability can be measured
(e.g. mean time best on failure, fits and finishing and the engineer can design to that
bench mark.

User base definition: based on the idea that quality is an individual match and products
that best satisfy their performance (e.g. perceived quality in those with high quality).

Manufacturing base definition: it concerning with primary with engineering and

manufacturing proactive and use the universal definition of conformance to requirement.

Value based: quality is designed in term of cost and price as well as number of other
attribute. Thus customer purchase in based on quality at an acceptable price

2.1.1 The meaning of quality from to perspective

According to Joes E Ross, quality defined in to two perspectives from producer
perspective and from consumer perspective.

Quality from consumer prospective

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From this prospective product and services quality is determined by what the consumer
wants and willing pay for since consumer have different product need, they will be
different quality exceptions. This result in commonly used definition of quality as
product or services fitness for it’s intend use or fitness for use. The dimensions of the
quality primary for manufacturing product a consumers look for in product including the
following characteristics.

Performance: The basic operating characteristics a product. Future: the extra items added
to the basic feature. Reliability: the probability that products will operates properly with
in an expecting time frame. Conformance: The degree to which a product meets
reestablished standard. Durability: How long the product cost in life span before
replacement. Service ability: the easy getting repair, the speed repair and the country and
competence of the repair person. Aesthetics: How product look, feels , sound and small
cost. Deftly: assume that the consumer will not suffer injury or harm from a product/will
Steven son p.403.

Quality from Producers perspectives.

Product development is a function of the quality characteristics(the product fitness for

case / the consumer dents, need and can offered product or services designed results in
design specification that hope fully will achieves the desired quality.

However once the produces designee have been determining the the producers perceives
quality to be how affectively the production process is able confirms the specification
required by designed referred to as quality of conformance.
 2.2 Determinants of quality
The degree to which product or services successfully satisfies its intended purpose her for
major purpose. Design: is it asking point for the level of quality even fully achieved
designed involve decision about the specifics characteristics of the product or service
such as size, shape and location quality designed is the intention of designed to include or
exclude feature in product or services. Conformance: the degree to which good or service
conform to the intent of the designers ease of use and users institution is important; the
injurious the chance but do not guarantee that the product will be used for its intended
purpose and in such way that it will continues use to function properly and safely.

2.3 The consequence of poor quality

It is important for managements to recognize the different way in which the equality of
firm product can affect the organization and to take these into account in developing
maintain quality assurance problem. Some of major areas affected by quality are

 loss of business
 liability
 Productivity
 cost(According to will Stevenson 406)

2.4 Responsibility for quality

It is true that all members of the organization have some responsibility for quality, but
certain part of the organization is key area of responsibility.

 Top management: it ultimate responsibility for quality while establishing

strategies for facility. Top management must institute program to improve quality.
 Procurement department : has responsibility to ensure process yield product and
services that can into design specification

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  Quality assurance: responsibility for gathering and analysis data on the problem
that is presented in the product.

This and the other department like packing and shipping , marketing and sales and
customer services departments are responsible for quality of the product in the
organization(According williamstevension).Quality management advocates continuous
improvement to Achieves conformance to specification and reduce variability. Quality
management could also be defined as more simply by one of the following according to
Joel E Ross and williamstevension

 Systematically and continuously improving quality product service and life using
all available human and capital resources
 An organization wide problem solving and process improving methodology
 A system or means to economically produce goods or services that satisfy
customer requirement
The quality management is process included the interpretation of all employees,
supplier and customer with in the corporate environment it embrace two
imperiling tenors.
 Quality managements is capability which integrant in our employees
 Quality management is controllable process not accident one to mark sure that
commitment to quality throughout the organization is required.

This approaches to the management of quality throughout the entire organization

it as involve in wanting is referred to as total quality management.

2.5 Quality management (total quality management)

Total quality management (TQM) is the way to continuously improve areas of an
organization using all available human and capital resource improvement is addressed to
award satisfying broad good such as cost, quality ,market share schedules and growth.
Quality management combines fundamental management technique existing and
innovation improvement efforts and specialized technical skills in structure focused on
continuously improving all process.

It demands commitment and discipline and an ongoing efforts operating at a high level
of quality may not be adequate as can be observed form the quite above(according to Joel
E Ross P 190)

According to joe E Ross total quality management is management philosophy that seeks
to intragrate all organization function (marketing, finance design, engineering and
production, customer services e.t.c) to focus on meeting customer need organizational
objectives.

Total quality management empowers the total organization from the employee to the
CEO, with this possibility reaching quality in their process through the appropriate
process improvement channel.

According to Joel E Ross quality management relies on people and asset of guiding
principles that represent the foundation of continuously improving organizational all the
process with the organization and degree which present and future need of the customer
are met.

2.5.1 Element of total quality management

Focus on the customer: since the practical of total quality management is an about
meeting customer expectation then the entire total quality management element must be
focused it timely on the customer. Additionally all employees in organization have
internal customer thus the concepts of meeting customer as well.

Work force involvement: first and for most the organization to management must be
committed to quality improvement. This commitment manifest itself in no of way when
managers given their subordinates the resources encouragement and responsibilities to
contributes to quality assessments and improvement the firm will we these result this
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efforts term of better process moral product and competiveness manager at all level of the
organization must view their role as facilitator.

Empowering employees as to make decision to solve problem or satisfy customer is one

way managers can built company culture of support and truth. employee view job at
companies such this job and rarely want to leave when employees and devoted and
focused on saving internal and external customer and are rewarded for improving
customer satisfaction the firm is well on the way to embaying the quality concept.

Term Work: it is also an important aspect work force involvement manager create
functional and cross functional terms to allow work to solve complex problem, to break
down barriers and competition between department and faster the cooperation, teaching
to concrete result self-directed work team aimed at solving quality problem are rooted in
quality circle concepts which originated in Japan 1660 and include spread use today in
many companies team work:is also an important aspect work force involvement
managers create functional and cross functional team to allow workers to solve complex
problem , to break barriers and competition between department and faster the
cooperation, teaching to concrete results, self-directed work team aimed at solving
quality problem are rooted in quality circle concepts which originated in japan 1660.s and
include spread use today in many companies around in USA (according to Joel D
Winsner G keong loan , keahChaon Tam (p 220)

2.5.2 The need for total quality management (TOM)

The customer king is true today them ever before as quality of life improve demand for
better quality services and product also there are customer all over the world how demand
that they be assured and satisfied that the product or service for which they playing will
meet their specification and expectation and perform as anticipated .in this change
environment of the economy and the industry driven by the customer the business is open
to competition of world wide. With transformation of the entire world in to boundary less
global villages echoing the were mantras of world is product, service that factor that
contribute to competitiveness quality competitive pricing and delivery. Pray prime ordeal
role.
This is emphasis on quality in product and service is forcing the inductees to adopt
internationally recognized and proven quality management system in their operation to
stay in business.

This remind us to the prediction of J.mjuran the quality guru to the world who said that
business in 21 century shall be decided be quality and industries be quality and industries
ongoing this shall be wiped out. internationally there have been several authoritative
studies to compute the cost noncompliance and they point out that will he manufacturing
industries which don't adhere to total quality management precepts may lose around 25%
on this account alone, the loss be away of cost in service sector could be as high as 40-
50%(According to Joel E Ross)

2.5.3 Principle of total quality management

1. Delight the customer: this focus one external customer and ask what would
delight them "Delight” means being best at what really matter most to the
customer and this can change overtime being in touch these change and always
satisfying the customer are an integral Tom.
2. Management by fact: Knowing current quality standards the product/service in
customer hard is the first stage of being able to improve we can only meaning
improvement we can only meaning improvement if we know the base we are
starting from.
3. People base management: if people understand what to do how to do it and obtain
feedback on their performance, they encouragement to take responsibility for the
quality of their work. The more people feel involved the great will their
commitment to customer satisfaction.
4. Continues improvement: TOM is not short term activity that will finish when
asset target has been achieved.

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It is not programmed or project it is management process that recognized that hour we
may improve competitor will continues it improves and our customer will epact more and
from us. here continuous improvement is an in governmental change and not a major
break through which shall be the aim of who which to undertake total quality
management journey(According to Joel E Ross)

2.6 The quality environment

The pursuit of quality requires that organization globally optimizes their system of
interdependent stock holder. This system includes employee, customer investors
suppliers and subcontractor, regulator the environment and the community the origination
which consists of employee and investor, supplier and subcontractors to satisfy the need
of the all stake holders. At one end of the system of interdependent stock holders is
organizational external customer. Each market segment need and want must be
communicated to the organizational. This is accomplish through an on go are performing
in the market place and what improvement and innovation would optimizes the system of
stake holders. The concepts of customer also include regulatory a services the community
and inventory should be applied to all area and people with the organization.

At other end of system interdependence stake holder are the organization suppliers and
sub-contractor the organization communicate its customer need its supplier and sub
common for so that they can acid in the pursuit of quality for all stake holders. Employee
is the most critical stake holder of an organization. According to the quality K=orvshikw
in management the first concern of the company is appliance of the people who are
connected with it if the people do not tell happy and cannot be made happy that company
have adequate income. This humanity must be respected and they must be give an
opportunity to enjoy their work and load a happy life.
 2.7 Benefits of improving quality
Demand approaches to the relationship between quality and productivity stress improving
quality to increase productivity promoting quality no less the chain reaction quality
several benefit result from improving approvers rework decrease productivity raise
quality improvement cost per units in decreased price can be out and work workers moral
goes up because they are seen as the problem. This last aspect lead us to further benefit
loss employee absence less burn our more interest in the job, an increase motivation to
improves work .this is the claim reaction of quality.

2.7.1 Ways of improving quality

We complete the quality of the product by using three major methods

1) By living the consultant(advisor) professional in the organization

2) Tend people including to executive to seminar
3) initiating arrest any of quality improvement program

2.8 Principle and concepts of the quality management must be.

 Require dedication, commitment and participation from top leadership
 Build and sustain a culture committed to continuous improvement
 Focus on satisfy job customer need and expectation
 involving every individual in improving his/her own work process
 Create team work and constrictive working relationship
 Recognize people as the most importance resources.
 employ the best available management practice and techniques and tolls

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 2.9 Quality assurance and top managements
Top management commitment and participation to laying down objective policies and
procedure for quality control system is a vital in gredients of only successful quality
assurance quality assurance program. It can provide support and coordination of various
activities to discharge the quality function with conscious effort and create pride in
worker aid supervisor of product quality change in the policies and contradictory
instruction during arise must be avoided as they create confusion and in the long run
result quality problem.

A quality a assurance program has three major concepts

1. Inspectional and testing: Component of assemblies and product at various control
point and inspection and testing of render/standard items for acceptance.
2. Quality auditing system: For independent periodic previous of practice
3. Quality and reliability: program for assuring reasonable performance over the
predicted life of product

2.9.1 Activities under quality assurance

To ensure and prove the criteria's of "fitness for use" a formal plan and review of all
phase product progression is manufacturing necessarily

 Receiving and inspection

 stage control
 Process control
 Final inspiration
 Performance testing
 Life and reliable testing
 server and audit of shop practice and quality control problem
 control gauge , tool and measuring instruments
 field complaints
 Analysis of rejection
 2.9.2 PRACTICES OF TQM
Factors as top management commitment and leadership, people management,

Policy and strategy, partnership and resources management and management of

Processes, are generally considered as the initial inputs to the implementation of

TQM. According to the European Foundation for Quality Management (1999),

These factors are called the enablers. In this model of excellence, essentially

Customer satisfaction, the enablers deliver the results, which in turn drive

Innovation and learning (Oakland, 2000)This suggests that the quality factors can

Be classified as ―soft‖ and ―hard‖ quality factors. Factors like leadership, employee

Involvement and quality policy development have long-term nature and some of

them are difficult to measure. These factors have an impact on maximizing support

And involvement in attaining the quality goals of an organization. Such factors are

Considered as internal marketing issues (Wilkinson, 1992)They include: senior

Executives’ commitment and involvement, policy development and effective

deployment of goals, entire workforce commitment to quality goals of the

Organization, supervisors, unit heads and divisional managers assume active new

Roles, empowerment, effective communication, teamwork, system for recognition

And appreciation of quality efforts, training and education. These soft‖ quality

Factors are long-term issues, something that cannot be switched on and off.

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These Quality factors must be addressed accordingly in the implementation plan.

There is a good chance that the TQM process will end up in failure if there is insufficient.

Attention to ―soft‖ factors (Wilkinson, 1992). The implementation of the ―soft‖ Quality
factors must be supported by tools and systems ―hard quality factors‖ to achieve the
goals. These ―hard‖ quality factors include‖ benchmarking, managing by processes,
self-assessment, quality control tools, cost of quality process, Documented quality
management system, supplier management and customer management. These -soft‖
and-hard quality factors reflect the total quality management model proposed by Oakland
(2000). The ―soft‖ quality factors are expected to be rated highly in terms of
criticality and emphasis in TQM implementation process.

The ―hard‖ quality factors are considered as tactics rather than strategies (Black, 1993).
While top management acts as a driving force for TQM, its commitment has to be
translated into specific strategies. Strategies that allow an organization to achieve
superior organizational performance include:

Designing quality into products and services, assuring in-process quality through the
use of defect prevention methods and control tools as well as judicious use of Quality
information such as customer feedback, benchmarking and charts (Ahireetal., 1996).

In order to implement these strategies successfully, organizations have to be customer

focused, maintain competent, reliable and flexible suppliers, and ensure full employee
participation through training and empowerment.

2.9.3 METHODOLOGIES OF TQM

Hellsten&Klefsjo (2000) argue that methodologies are ways to work within the
organization to reach the values", A methodology, according to Hellsten&Klefsjo(2000),
"consists of a number of activities performed in a certain way”. Assessment and
self-assessment have during the last few decades been established as important
methodologies for improvements.
One difference between assessments and self-assessment is that the latter does not
involve any external organization of the work, while the first does.

According to EFQM (1996) self-assessment is "a comprehensive, systematic and regular

review of an organization‘s activities and results referenced against a model of business
excellence". Further, according to EFQM (1996), “the self assessment process allows the
organization to discern clearly its strengths and areas in which improvements can be
made and culminates in planned improvement actions which are then monitored for
progress".

In more detail, Van der Wiele et al. (1996) point out that organizations are using self
assessment to identify strengths and weaknesses, and to facilitate internal and
external learning in terms of the transfer of best practice and ideas. Brown &Van der
Wiele (1996) show, on the basis of a national postal survey of self-assessment.

Practices in Australia, that the reasons for using self-assessment are mainly to find;

 Opportunities for improvement and to direct the improvement process, while the
goals for the introduction of self assessment are to improve business performance,
to drive continuous improvement and to increase quality-awareness in all aspects
of the business.

 The Methodologies consist of Quality Circles, Bench- marking, Quality

Functional Deployment, Employee Development, Process Management, Self
Assessment, Policy Deployment, Supplier Partnership and Design of Experiment.

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 CHAPTER THREE

3 .METHODOLOGY OF THE STUDY

3.1. Research design

A descriptive kind of researcher conducting is selected because it can easily describe the
actual occurrence of issue. And the researcher would described easily any problem that is
related of quality management problem. Because its nearness location of place with
researchers.

By using their type of researcher method the researcher have collected enough
information regarding about the quality management problem in the floury factory.

3 .2Target Population
The target population that the researcher wants to be focus on is employees of
Hawassa flour Share Company which is one hundred employees in number.

3.3. Sampling Techniques and Sample Size

3.4 Sampling Techniques

A sample is made up of some of the members of the company. Selecting a sample was a
fundamental element of the study. Simple random sampling was chosen for taking the
sample on the grounds that every single observation of the sample has non-zero chance of
being actually included in the sample, and so that bias was eliminated at the outset. And
the selection of any unit did not affect the selection of any other.

3.5 Sampling Size

In order to come across manageable size of population, the researcher was select
employees of Hawassa flour Share Company which are working.
In this department employees are 100 and from this department of total population the
researcher wants to use 50% of the populations the sample to represent whole population
by using simple random sampling technique. The formula stated for determination of
sample size is Yemanes (2007) formula as follows

n= N/1+N (e) ^2

n=100/1+100(0.1) ^2

n=50

Where N=Total population

n=Sample size

e=Error=0.1

Confidence level=90%

3.6. Source of Data

Primary Sources
The primary data were collected through distributing both questionnaire and interview
method of data collection. The interview was used to collect data from managers and the
questionnaires were used to collect data from employees.

Secondary Sources

The secondary source of data were gathered and recorded by the organization and other
experts prior to the current need of the researcher. Therefore, the researcher utilized the
organizations, employees and newspaper of the organization.

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 3.7. Methods of Data Collection
In the study both primary and secondary data collection methods were used principally,
self-administered questionnaires were proposed tool for the primary data collection.
Because the time given to conduct this study is short, the researchers use this technique to
get more data within a short period. As an additional source of primary data, interview
was conducted with management of the company. The questionnaires include open ended
questions that may invite them to express their feeling, and closed ended questions that
provides alternatives to choose. The researcher also used secondary data from books,
newspaper, magazines, employees handouts of the organization to get accurate data.

3.8Method of data analysis

First the researcher collected and gathered the data that is gained from questionnaire and
interview. And the researcher used the percentage method stratification tool for the
analysis of the study. The analysis is carried out in the tabulation form by relating the
percentage of the respondent not given the some answer and finally the researcher
interpreted in the table.
 CHAPTER FOUR

4. DATA ANALYSIS ,INTERPRETATION

This study is descriptive such it deal with present fact and coordination concerning
problem of quality management system in Hawassa floury share company. The data
collocated through questionnaire and interview.
The study was focus was on the department of Hawassa flour company and this
department are known as assessment of total quality control in Hawassa floury company
in this department the total population where 100 and of these 50(50%) of the population
were considered as sample respondent out of questionnaire distributed to the respondent
50(50) were returned at all.
Table 4.1 Background of the respondent
Item Respondents
Quantity Percentage (%)
Sex
Male 35 70
Female 15 30
Total 50 100
Age
Below 25 years 7 14
25-35 years 23 46
35-45 years 12 24
Above 45 years 8 16
Total 50 100
Educational level
Grade 10 complete 2 4
Grade 12 complete 5 10
Grade 12+1 7 14
Grade 12+2 10 20
College diploma 18 36
BA/BSC degree and above 8 16
Total 50 100
Years of service
Below 2 years 7 14
2-5 years 8 16
5-8 years 9 18
8-11 years 16 32
Above 11 years 10 20
Total 50 100
Source: Primary data

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The above table shows the respondents background, which includes four (4) classes that
are sex, age, educational level and years of service in the organization. As it can be seen
the above table the sex range, 35(70%) of the respondents are male and 15(30%) of the
respondents are female. This shows majority of the respondents are male. 7(14%) are
below 25 years, 23(46%) are 25-35 years, 12(24%) are 35-45 years and 8(16%) are above
45 years old. This shows majority of the respondents are 25-35 years old. 2(4%) of the
respondents are grade 10 complete, 5(10%) of the respondents are grade 12 complete,
7(14%) of the respondents are grade 12+2, 18(36%) of the respondents are college
diploma, 8(16%) of the respondents are BA/Bsc degree and above.

This shows majority of the respondents are college diploma. Finally, this table shows
years of in the organization are below 2 years 7(14%), 8(16%) of the respondents are 2-5
years, 9(18%) are 5-8 years, 16(32%) are 8-11 years and 10(20%) of the respondents are
above 11 years. This shows majority of the respondents are college diploma.

4.2 Presentation and interpretation

The analysis and interpretation of data is based on the types of questionnaire distributed
to the sample population in the factory. Thus the following is Analysis and interpretation
of the response.
Table 4.2 About system of quality managements

No Item Respondent Percentage(%)

1 in the factory is there
any product quality
management?
Yes 50 100
No 0 0
Total 50 100
Source: Competed from survey questionnaires, 2016
From the above table all of the respondents (100%) replied that in the factory there is a
product quality management system. From this the researcher understand that in the flour
factory there is quality management system according to the majority of the respondents.

Table 4.3 Quality control survey

No Item Respondent percentage %

2 in the company the responsibility of
quality
control is belong?

-for top managements 8 16

-for production department 6 12
-for all factory worker 15 30
-for quality control dept 21 42
Total 50 100
Source: Competed from survey questionnaires, 2016

From above table 3 the researcher analyzed as follow for top management 8(16%) of
respondents replied for production 6(12%) of the respondents replied at the
responsibility of the product quality control belong to quality control department
11(40.74%) of the respondent replied that the responsibility of product quality control
belong to all factory workers and 21(42%) of the respondent replied that the
responsibility of product quality belong top management.

27
From this the researcher understand that in the floury factory the product quality is
controlled by quality is controlled by quality control department according to the majority
the respondent replied.

Table 4.4 Importance of educational in factory.

No Item Respondent Percentage%

3 Do you think that the Educational level of
employee have their own impact on
producing quality product?

Yes 35 70
No 50 30
Total 50 100
Source: Competed from survey questionnaires, 2016

The intention of the above table 4 is to get full information from different respondent as
whether or not education level was an impact for quality production system of
manufacturing firm as the table 4 above table indicate that 35(70) of respondent replied
that the education level of work an impact on the quality production system in the
factory. On the other hand 15(30) of the respondent disagree with the item in above. from
this the researcher concluded that the educational level of the worker have an impact on
the quality production system in the factory.
Table 4.5 Factor related survey for its quality product

No Item Respondent Percentage%

4 Do you think that the relationship
between organization and it
customer for product quality
management in factory
important?
Yes 40 80
No 10 20
Total 50 100
Source: Competed from survey questionnaires, 2016

From the above table 5 of factory relation to survey the respondent replied that 40(80%)
of them said that the relationship between the organization and its customer for quality
producing is important and 10(20%) of the respondent replied that the relationship
between organization and its customer for producing quality producing quality products
is an important.

From this the researcher understands that for producing quality product the relationship
between customer and organization is the most important.

Table 4.6 Factor survey that influence quality management system

No Item Respondent percentage %

5 is there any factor that influence quality
management system in the company?
Yes 29 58
No 21 42
Total 50 100
Source: Competed from survey questionnaires,2016
29
From the above table 3 factor survey that influence quality managements 29(58%) of the
respondent replied there are factor that influence quality management system 21(42%) of
the respondent replied that there is no factor that influence quality management system.

The respondent who replied yes also listed some factor, those are:

 Employing the worker who have knowledge about quality.

 Don't visiting the new material supplier company is also the factor.
 low quality row material is also another factor.
 Absence of modernized technological material in the one and the most influential
factors.

From this the researcher concluded that there are factory. That influence quality
management system in the factory, the most influence factor are do not controlling row
material quality first then do not employee qualified worker in every department and
absence of giving training regularly for employees when it is need in the critical factor.

Table 4.7 Negative impact on the quality of product.

No Item Respondent percentage%

6 what is the degree of its negative impact of the
company if it the quality grown material is not
controlled properly.
- very high 27 54
High 14 28
-medium 0 0
-low 0 0
-very low 9 18
Total 50 100
No Item Respondent Percentage%
7 if the response on question no '6' is
very high what was major problem
you ever face?
-production haltered 11 22
-customer claim 33 66
-at required time 6 12
Total 50 100
Source: Competed from survey questionnaires, 2016

As can be observed in item 1 of table large of respondent 27(54%) agree that there was
very high impact on quality of produced product in the Hawassa flour share company if
the row material quality is not controlled properly the remaining respondent of sample
said that 14(28%) high 9(18%) said that there is low and very low impact on the quality
produced good if the row material quality is not controlled properly.

With regard to item 2 of above table the respondent were asked the major consequence
that the company ever faced.

The majority of 33(66%) of respondent replied that the major problem is customer claim
while the rest11 (22%)% agree that problem is production halted and 6(12%) of them
believe that the work is not completed at required time is major problem.

Therefore from the above information the researcher conclude that there is very high
degree or negative in the quality of produced if the quality of raw material is not
controlled properly and result customer claim.

31
Table 4.8 action taken into consideration to control quality of product.

No Item with response type Respondent Percentage%

1 Increasing salary to employee 14 28
2 Find out the factor lead to do not 23 46
reform work and giving training
to employees
3 Employing the person who have 13 26
through know about quality
4 Using modern technological 0 0
instrument
Total 50 100
Source: Competed from survey questionnaires, 2016

From the above table 23(46%) of respondents replied that identity is the factor lead to do
not perform the ask and giving training to employees is the solution in order to control
quality of the product 14(28%) of the respondents replied that increasing the salary to
employee and 13(26%)employing the person who have know how about the quality is
the action taken in order to control quality product.

From the above information the researcher understand that finding out the factor lead to
do not perform the task and giving training to employees is major action taken into
consideration when the flour factory want to produce quality product.

Item 10 problem solving inequality managements system for the above question a
number of respondent suggested the follow point concerning problem solving in quality
management system some of them are:

-Employing quality work in the flour factory of Hawassa flour share company

-Employing the employee who have enough know how about quality.
 -All employee should work and his/her interest.

-Giving paying bonus motivating the employee is one major way to improve quality of
products.

-Controlling row material quality and being punctual in the work place should be
additional problem solving in quality of product.

From the bottom up to top in the company , there should have awareness about quality.
From this the researcher concluded that quality problem should be solved by using above
listed point.

Table 4.9 Comparison survey quality in Hawassa flour share company.

No Item Number of Percentage%

Respondents
9 What is the quality of your
company’s product in
comparison with that of other?
It have very good quality 30 60
It have medium quality 20 40
It have poor quality 0 0
It quality standard is not known 0 0
Total 50 100
Source: Competed from survey questionnaires,2016

Form the above table 9 30(60%) of the respondent replied that in the floury factory there
is very good quality production than other company and 20(40%) of the respondent
replied that in floury factory there is medium quality product that other company.

33
From this the researcher concluded that there is very good quality of product according
to majority respondents.

Table 4.10 coordination between quality department and production department

No Item Respondent Percentage%

10 Is there any coordination between In nos In %
production department and
quality control department?
Yes 40 80
No 10 20
Total 50 100
Source: Competed from survey questionnaires,2016

From the above table 40(80%) respondent replied that there is coordination between the
two department and 10(20%) of the respondent replied that there is no coordination
between production department and quality control department.

From the above information the researcher understand that there is coordination
production department and quality control department according to the majority of the
respondents.
 Interview question analysis

1. Does floury factory gives any training about the assessment of quality? manager says
yes training is give to quality management in the floury factory.
From training the employees grasp the knowledge about quality and develop
positive outlook toward the work from this the researcher understand that training is
the most important part of developing attitude in the work place and shaping
individual mind be well professional in the field is study accordingly to the response
of manager says training is constant required for the staff of quality management it
may be increase effective demand skill such as writing team building concepts or
verbal skill or it may be cognitively or ented such us statistical quality control.
2. Does the customer of your company have a good approach to the product good
feeling to your product?

managers , Yes because there are so many customer for our product that comes from
outside of the country and with in the country .for both of them have good feeling
about our company product because the quality the cost and price are some what
negotiable when compared with the other company product.

Finally manager said as the result from the in the point the floury factory gain larges
sale volume with the country and other country. from there research conclude that
flour factory product have wider accept talk in the market.

3. Does floury factory import raw material from outside the country? manager: Yes
floury factory import raw material from different Ethiopia countries and the some is
true it can export its product to different Ethiopian countries. from these the
researcher conclude that the floury factory has different rent importing section and
exporting section.

35
4 Does the company can get estimated profit? manager says : No it may be rarely occur
but, most of the time the company get above estimated profit and in the other time it may
below the estimated profit because the price fluctuation/variation / in the market from
these the researcher understand the flour factory cannot set the estimated forecasted profit
it.
 CHAPTER FIVE

5. SUMMARY , CONCLUSION AND RECOMMENDATION

5 .1 Summary of the major finding

The purpose of this study was to investigate quality managements problem in the case of
Hawassa floury share company to this end questioner were developed and addressed to
the respondent so also know factor that affect quality and to suggest solution to the
problem.

The study employed case analysis and at organizational workers were include in the
study as sample respondent the data obtain was analyzed using percentage method some
interview was analyzed based on the response of manager based on the result of the data
analysis the following major finding were obtained.

 In the factory the percentage female (30%) were less than that of male.
 The entire respondent (100%) said that in the factory their is product quality
management system.
 Majority of the respondent (42%) said that in the company the responsibility of
product quality control belong to quality control department.
 A large proportion of the respondent (70%) said that educational level of
employee its own impact on providing quality products.
 A mass of the respondent (80%) said that the relationship between organization
and customer for product quality managements in the important.
 A large population of respondent (58%) show that there are factors that influence
quality controlling system.
 The response of most of respondent (54%) replied that the degree of it negative
impacts if the quality of raw material is not controlled properly is very high.

37
 5.0 INTRODUCTION
 This chapter summarizes and concludes the entire study. It presents
recommendations and the direction for future research. The purpose of the
research was to assess TQM practices and its effect on organizational
performance at Intravenous Infusions Limited, in the Eastern Region of Ghana.
It is noteworthy that some of the recommendations made can help implement
the TQM practices which could be employed to bring improvement in
organizational performance at IIL and other pharmaceutical companies in
Ghana. Primary data was collected by the use of questionnaire from a
population of 124 respondents; however 120 of the questionnaire were retrieved
from the respondents and analyzed. The objectives of the study were to explore
the degree of effectiveness of TQM practices in Intravenous Infusions Limited
(IIL), to analyse the extent to which TQM practices affect organizational
performance at IIL and to identify the challenges involved in implementing
TQM practices at IIL koforidua.
39
 Appendix A
Hawassa University
School of management and accounting
Department of management
Questionnaires filled by respondents
Dear respondents, this questionnaire is prepared by Ali Yara, a graduating class student
of Hawassa University college of business and economics Department of Management ,
for collecting data which will be used for the study going to be conducted on the title
"Assessment of Total Quality Management Practice In case of Hawassa flour Share
company in Hawassa city ” Therefore honest is significant to materialize this research.
Since the information you will provide has significant contribution for the success of this
study, thus you are kindly requested to provide honest and relevant response. Moreover I
want to assure that the information that will provide is only used for academic purpose
and kept with great confidentiality.

Thank you in advance for your cooperation!!!

General Instruction
For close ended question put( x )
Open ended equations write your suggestion
Do not write your name

Part I:Backgroundoftherespondents

1. Personal profile: General information about the respondent

1.1 Gender Male Female
 1.2 Age Below 25 years 35-45

25-35 years  above 45 years 

1.3 Academic qualification

Grade 10 complete  Grade 12+2

Grade 12 complete  College diploma 

Grade 12+1  BA/ degree and above

1.4 Years of service in the organization

Below 2 years  5-8 years 

2-5 years  8-11 years 

Above 11 years 

2-5 years  8-11 years 

Above 11 years 

Part II: Question related to Total Quality management practice

1 In the factory is there any product quality management?

Yes No.

41
2 In the company the responsibility of quality control is belongs ?

For top managements. 

For production department.

For all factory worker.

For quality control department 

3 Do you think that the educational level of employee have their own impact on
producing quality product?

Yes. No. 

4 Do you think that the relationship between organization and it customer for Product
quality management in factory important?

Yes. No

5 Is there any factory that influences quality management system in the company?

Yes. No

6 what is the degree of its negative impact of the company if it the quality grown material
is not controlled properly?

Very high 

High

Medium 
 Low

Very low 

7 If the response on question no '6' is very high what was major problem you ever face?

Production haltered

Customer claim 

At required time 

8 what action should be taken in order to control quality of production in the companies?

Increasing salary to employee 

Find out the factor lead to do not reform work and giving training to employees 

Employing the person who have through know about quality 

Using modern technological instrument

43
9 What is the quality of your company product in comparison with that of other?

It has very good quality 

It has medium quality 

It has poor quality 

It quality standard is not known

10 Is there any coordination between production department and quality control

department?

Yes.  No.
APPENDIX B

Interview question analysis

1. Does floury factory gives any training about the assessment of

quality?...........................................................................................................................
........................................................................................................................................
........................................................................................................................................
..........
2. Does the customer of your company have a good approach to the product good
feeling to your
product?..........................................................................................................................
45
 ........................................................................................................................................
..................................................................................................................................

3 Does floury factory import raw material from outside the

country?............................................................................................................................
..........................................................................................................................................
................................................................................................................

4 Does the company can get estimated profit?

………………………………………………………………………………………………
……………………………………………………………………………………………

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McGraw Hill Publising organizational New York 1991 organizational
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47