Using ISO 9001 Principles to Enhance Total Quality Management: A Case Study of a Packaging Manufacturer in South Africa

Abstract

The lifting of sanctions post-1994 ushered in the era of international trade in South Africa. To be competitive, the selected packaging organisation became ISO 9001 certified. However, it continued to be plagued by product quality complaints filed by customers.  The objective of the study was to ascertain the factors contributing to quality gaps using the ISO 9001:2015 Quality Management Principles descriptors as measures and to recommend a TQM improvement framework based on the gap analysis. A mixed method approach was adopted for the study. Questionnaires were used to capture baseline information from employees and interviews were conducted with selected managers. The reasons for there being a high number of customer complaints not being closed off timeously, were found to be embedded in the disjuncture between skills required and personnel appointed to various positions. This also had a negative influence on people engagement, resulting in demotivated employees. It was also found that there was insufficient time allocated and personnel dedicated to performing root cause analysis. Continual improvement was found to be primarily constrained by cost considerations, and supplier quality was not being managed effectively.