Role of Monitoring and Controlling Quality in TQM

Purpose: As a result of increasing competition, organizations have realised the importance of using technological advances in bringing about continuous improvement in quality, thereby securing increased customer satisfaction and loyalty as well as sustainable development. This study aims to assess managerial perceptions of the extent and nature of monitoring and controlling quality (competitive benchmarking, continuous monitoring of sources of defects, statistical quality control) that takes place in the organization in efforts to achieve total quality management. Biographical influences on these managerial perceptions are also assessed. Design/methodology/approach: A sample of 202 managers (middle, senior, top) was drawn using a stratified random sampling technique. Data was collected using a pre-coded, self-developed questionnaire whose psychometric properties were assessed using Factor Analysis and Cronbach’s Coefficient Alpha respectively. Data was analyzed using descriptive and inferential statistics. Findings: The findings reflect that managers believe that monitoring and controlling quality takes place at a moderate pace in the organization with the greatest focus being on competitive benchmarking, followed by continuous monitoring of sources of defects and lastly, on statistical quality control. The regression analysis, however, indicates that statistical quality control has the greatest impact on monitoring and controlling quality followed by continuous monitoring of sources of defects and then competitive benchmarking. Research limitations: The study was undertaken in a public sector organisation and caution must therefore, be taken to generalize the results of the study to the private sector or any other business environment. Originality: Based on the empirical analysis, since all action plans for monitoring and controlling quality in the organization reflect areas for improvement in bringing about total quality management, a graphical representation is outlined to recommend strategies for enhanced monitoring and controlling of quality and the accomplishment of TQM.