Developing an assessment tool for measuring total quality management in SASOL's Steam Station Plant

Abstract

Many attempts were made in the past to measure the success or failure of total quality management (TQM) in organizations. Although there are many quality management theories and models in existence, all are imperfect, i.e. each has its own advantages and disadvantages. This research aims at developing an assessment tool for measuring total quality management in SASOL's Steam Station Plant. Based on thorough review of some of the existing literatures in the field of TQM, the research has identified nine TQM principles. A tool for measuring TQM in SASOL's Steam Station Plant has also been proposed, illustrating the relationship between the various identified TQM principles. Data was collected from managers, employees and customers of SASOL's Steam Station Plant. The hypotheses stated have been tested using the Chi-square statistical tool. The findings of the research revealed that employee involvement and empowerment coupled with teamwork is necessary in order for organizations to achieve their goals and quality programs, which includes customer focus and satisfaction. It is suggested that a formal TQM programme be established in SSSP and more principles of TQM that affects a steam station plant be identified and further research work be done on the application of the proposed tool for other process industries.