Total Quality Management and Operational Performance of Central Glass Industries Ltd

Abstract

The main purpose of the study was to determine TQM practices adopted by central Glass industries and their impact on operational performance. It was also to identify the gaps to effective TQM implementation as well as the challenges faced in implementation. The target population was all the permanent staff at central glass industries. The study used primary data which was gathered by means of a selfadministered questionnaire issued to the respondents. Secondary data available at the central glass industries resource centre was also used to check correspondence to the primary data. Data analysis involved the use of descriptive statistics and multiple regression analysis to determine the co relationship of TQM practices and operational performance of Central glass industries. The model used six variables in the TQM practices construct namely; Top management, Employee involvement, continuous improvement, process approach, customer focus and strategic quality planning.The model also had six variables in the operational performance construct namely; Plant efficiency (Overall Equipment Effectiveness), Energy Usage, Employee morale, customer complaints and Health & safety.Operational performance was the dependent variable whereas TQM practices were the independent variables. The study found out that customer focus, top management support and strategic quality planning were the top practices adopted at CGIL. Employee involvement, continuous improvement and whole process approach were not in the list of TQM practices in place at CGIL. The study found a strong positive link between customer focus, Employee involvement and Process approach to operational performance; however the other three practices had a negative link with operational performance indicating their absence. This assertion could nonetheless be quantified. The study therefore recommends the adoption of all the TQM practices in an integrated manner and their proper implementation to rip the benefits of TQM in this competitive world. Change management could assist in cultivating the right mindsets, behaviors and capabilities with a view to setting the right company cultures.