Impact of total quality management practices on customer retention and satisfaction (a case study, champion breweries plc, uyo, akwa ibom state)

Thesis Abstract

Quality is an important concern for management for four basic reasons customer retention, competition, productivity and cost. Once an organization makes a decision to enhance the quality of its products and services, there are a number of areas to be addressed. This study examined how total quality management can be advanced as a tool to improving the productivity of the manufacturing industry Champion Brewery Plc was selected for the study. To achieve this objective, extensive literature review was carried out and primary data was gathered using a likert scale questionnaire format administered to fifty-six management and staff of Champion Brewery Plc. Hypotheses were postulated to test the significance of the research problem. Data analysis was done using Pearson Moment Product correlation coefficient which provide the alternate hypothesis significant in the hypothesis tested. Findings show that total quality management has been implemented in the manufacturing industry like champion brewery, but the implementation is partial, that is, it is not operational in all the departments in champion brewery and the employees do not fully understand the principles and application of total quality management. Further, it shows that total quality management can be very instrumental in improving the productivity of the manufacturing industries and ensuring that customers satisfaction is guaranteed in conclusion, the study recommended among others a full and immediate installation of the principles of total quality management formation of the quality circles and the creation of a department that ensures that quality is upheld as a standard and implemented in all departments, division and section of Champion Breweries Plc.