Full Project – The impact of total quality management on motivation and performance

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CHAPTER ONE

INTRODUCTION

1.1 Background to the Study

Craft workers controlled the quality of the finished product through their own individual abilities. Before the end of the nineteenth century, quality was a function of the craft workers skill. This was the era in which the only view of quality was from innate or transcendent perspective (Juran 1995). The history of Total Quality Management (TQM) shows how ideas about quality and management practices have continually developed and changed.

In the early 1900s, mass production really got into its stride with the theory of F.W. Taylor. According to Banjoko (2004) current production and operation management techniques and practices have come a very long way from the evolutionary stage of production management thoughts of early 19th century, where production management as we know it today, never exist. At that time, the scale of operation was very limited and demand far exceeded supply with the result that whatever was produced no matter how defective, would always find a buyer, competition as we know it today was not much in force. To Miller (1994), it is only those companies that apply the techniques of Total Quality Management (TQM) that can survive the competition in future. Such companies according to Miller will increase greatly in competitiveness and performance; due to the effect of TQM. This strategy involve the development at societal and organizational level and it ensures the individual workers fulfillment of their aims, expectations and objectives which result in the form of fulfillment that comes from excellent performance and rewards at both the intrinsic and extrinsic needs and desires of the employees associated with it.

According to Ogundele (2005), TQM is a culture of continuous improvement based on continuous learning and adaption to changes in the consumer demand and period of operational method.

1.2 Statement of the Problem

The study will attempt to provide solutions to the problem the management of the Nigeria Customs Service (NCS) may encounter in recruiting and placing the right caliber of people to man positions in strategic seaports and border stations, so as to enhance effective service delivery to the society. More so, procurement of quality input resources at the right price at the right place that may enhance effective service delivery may not be the practice if the officers and men of NCS are not fully motivated. Therefore, if motivation is not adequately used in getting the actual performance of the officers, the benefactors (final consumers) may not get the right service at the right time, at the right cost or price and at the right place, as such effective and efficient service delivery to the Nigeria citizen may be hindered.

In addition, lack of training and poor facilities used in training (if any) may constitute a big problem. Again, the problem of poor quality service characterizes inefficiency in most management or organization vis-à-vis Nigeria customs service (NCS) due to inability to meet stakeholders’ specifications.

1.3 Research Questions

1. How do we assess the impact of TQM on motivation and performance on the officers of Nigeria Customs Service?
2. What is the impact of TQM on the officers & men of Nigeria Customs Service effectiveness in terms of productivity?

iii. Does TQM aid Nigeria Customs Service as service provider to render adequate service to numerous stakeholders at the right price, right time and at the right place?

1. What effect has TQM on the overall performance at officers and men of the Nigeria Customs Service?

1.4 Purpose and Objectives of the Study

The purpose and objective of the research study consists of:

1. To identify the effective and efficient strategic management planning techniques through the application of TQM using motivation.
2. To determine how TQM as a management technique can transform the Nigeria Custom Service

iii. To identify the importance of consistency in the need to achieve quality and provision of stakeholders expectations and need requirement from a product of service as a continuous process.

1. To evaluate various motivational techniques through which the implementation of TQM strategies can reduce cost and waste in all activity areas with the NCS.

1.5 Statement of Hypothesis

Hypothesis 1

H0: There is a significant relationship between total quality management using motivation and high level quality performance of officers in Nigeria Customs Service (NCS)

H1 There is no significant relationship between total quality management using motivation and high level of quality performance of officers in Nigeria Customs Service.

Hypothesis 2

H0: There is a significant relationship between Total Quality Management and Performance.

H1: There is no significant relationship between Total Quality Management and Performance.

1.6 Significance of the Study

The significance of the study is to highlight the importance of assessing the impact of total quality management on motivation and performance in Nigeria Customs Service (NCS). The study also shows how strategic management adopted in any organization or parastatals like NCS can improve profitable opportunities, efficiencies and effectiveness, regardless of what the circumstances may be for the organization and that in future, TQM using motivation will create a favorable competitive advantage within the operating environment

Therefore, this study is very important to any sector of the economy, be it manufacturing firms, service providers and even government and their agencies such as NCS, because it will provide them with relevant strategic working tools to be able to cope with the economic volatility. Again, the study is important to the consumers and all stakeholders, since it will provide them with relevant data on their choice and strategies needed to arrive at a good choice of product or service they need to get among many alternatives. The study as earlier mentioned is equally important to the government; it will provide them with relevant strategic approach that will enable them to give positive direction to the economy.

Furthermore, the study is important to researchers, marketers and functional managers because it will provide new areas that need further research leading to new knowledge and skill.

Finally, the research study is useful to NCS and even other companies as a means of identifying and utilizing effectively the knowledge, skill and experiences gained in the implementation and application of TQM as a management technique aimed at achieving higher quality standards of services at minimum cost of transaction and also cost quality-hence its impact on motivation and quality performance.

1.7 Scope of Study

The study shall be limited to the Nigeria Customs Service (NCS) Lagos area command. It will also be limited to our teaming customers and stake holders-that is seaport user namely Customs Licensed Agents, importers and other port users in Lagos seaport alone because the researcher is a full time uniform officer based in

Lagos and as a rudimentary service is confined to his duty post and may not be allowed to move to other places especially headquarters at Abuja.

More so, the time frame permitted for the submission of the research work is so limited, that is between March to June 2010 and this may not be adequate enough to cover the range required of this study.

The study endeavour mainly on the assessment impact of the total quality management an motivation and its quality output –that is performance and the satisfaction the stakeholders derived from the quality services they experience in the new re-generated and reorganized Nigeria custom service.

1.8 Limitation of the Study

Total Quality Management as a concept and management tools is limited as a research topic due to certain constraints.

1. Dearth of relevant text book on the subject matter mere especially in Nigeria.
2. Only few research works had been conducted on this subject matter, thus limiting the amount of materials available as reference point.

iii. Time is another major constraint, since the researcher is uniform personnel it is not easy to leave his tight schedule and duty post to pursue this academic research.

1. Financial resource posses more problem and almost hinders the pursuit of this research. The funding is personal and as a civil servant it is not so easy to finance the research especially as it involves traveling, typing, paying for certainty relevant for the subject matter etc.
2. Again, inability to retrieve some vital information from management team and other ranking officers, major stakeholders and customers or clients is not easy to come by, and this poses great limitation to the study.

1.9 Definition of Terms

1.9.1 Quality

The British Standard Institution defined quality as the totality of feature and characteristics of a product or service that bears on it ability to satisfy a given need. In the view of Baily and Farmer (1978) however reliability is an extension of quality .i.e. the ability of an item to perform a required function under a stated continuous for a stated period of time .Reliability can be expressed as a probability that a product will operate satisfactory for a stated period of time.

1.9.2 Motivation

Motivation is an inner state that energizes, activates, or moves and direct or channel behaviors towards goals. It is different from motivator (those things that induces an individual to perform e.g. higher salary, promotion, challenging jobs etc). Motivation in general terms used to denote relationships between need and fulfillment of needs; it is a pervasive function that cuts across all aspect of employment.

1.9.3 Total Quality Management

The quest to maximize customer satisfaction leads some organization to adopt Total Quality Management principles. A baseline technical definition of what TQM is all about has been given by the America Federal office of Management Budget circular (cited in Milakouch, 1990, Pg. 209), “TQM is a total organization approach for meeting customer needs and expectations that involves all managers and employees in using quantitative methods to improve continuously the organisation’s processes, products and services”.

TQM attempt to move the focus of quality away from being a purely operation activity into major concern for the whole organization

.Through TQM quality becomes the responsibility of all part, department and section in the organization.

1.9.4 Performance

Performance as earlier noted is often defined simply in output terms the achievement of quantified objectives. But performance is a matter not only of what people achieve but how they achieve it. The oxford English dictionary states that “the accomplishment, execution, carryout, working out of anything ordered or undertaken”. High performance results from appropriate behavior, and the effective use of the required knowledge, skills and competencies. Behavior emanates from performance and transforms performance from abstraction to action.

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Full Project – The impact of total quality management on motivation and performance