THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT (TQM) IN THE TELECOMMUNICATION INDUSTRY: PROBLEMS AND PROSPECTS

Abstract

The study examines the Implementation of Total Quality Management (TQM) in the Telecommunications Industry: Problems and Prospects with a focus on Globacom Nigeria PLC. Some firms aspire to be market leaders without considering their customers as being vital to their success. This has led to the collapse of erstwhile good businesses. Two research questions were posed for the study and two hypotheses formulated in line with the objectives. The paper adopted survey method. 124 copies of questionnaire was given to the respondents to write clearly their views and observations. The population of the study is Globacom Nigeria. (SPSS) and (Cronbach’s alpha) was employed. Also descriptive, statistical and content analyses techniques were used in the analysis of the data collected. The study made use of statistical tools such as regression analysis in testing hypotheses and ANOVA which helped in the interpretation of results. The study found out that Strategic Management Process significantly affects Total Quality Management implementation and also planning and training method significantly affects Total Quality Management implementation in the Organization. The results indicated that if the Total Quality Management principles are fully integrated into the organizational functions and the Total Quality Management quality tools applied, then the benefits to be borne are immeasurable.

Keywords

• total quality management implementation
• strategic management process
• planning and training method