Abstract

SOLOMON, N.P.; BESTER, A.  and  MOLL, M.. Diffusion of a quality management system: A case study. S. Afr. J. Ind. Eng. [online]. 2017, vol.28, n.2, pp.149-164. ISSN 2224-7890.  http://dx.doi.org/10.7166/28-2-1762.

The diffusion of a quality management system (QMS) to improve business performance depends upon the quality management strategy used. The aim of Eskom's QMS strategy was to create a sustainable quality drive throughout the company to improve customer and stakeholder satisfaction. This research project's objective is to determine how the diffusion of a QMS can improve the electricity supply industry in the Western Cape division of the electricity sector in South Africa. A quantitative research methodology was employed in the study. The responses to a survey questionnaire were analysed and conclusions were drawn. The research finding is that diffusion of a QMS improves the electricity industry by positively affecting attitudes towards the challenge of securing a sustainable long-term energy supply; improving processes and practices; engendering a quality culture; and contributing towards continual improvement. At the same time, certain barriers to the implementation of a sustainable QMS were identified.

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