Success factors for the effective implementation of Total Quality Management (TQM) in the maintenance of university building

Abstract

The paper examined success factors enhancing the effective implementation of TQM in the maintenance of university buildings in South Africa. The study further investigated the existence of a statistical difference in workers’ affiliated campuses, workers’ positions and their perception of the factors that ensure successful implementation of TQM in the maintenance of university building facilities. The study adopted a case study approach and purposive sampling method was used to select 71 participants and respondents for the study. Questionnaires with closed-ended questions were distributed to workers in the maintenance department in a university across five campuses. Descriptive and inferential statistics were used to analyse the data.It was revealed that TQM success factors were extensively practiced with respect to training and education of maintenance workers, use of statistical methods, and commitment to satisfaction to school stakeholders, as well as commitment from top management. A statistically significant difference existed in the perception of workers’ affiliated campuses on the level of practice of TQM success factors. The study provides immediate interventions which include prioritisation of success factors and long-run interventions which include benchmarking through development of best practices and standards to be followed in all campuses in situations were significant differences were discovered. Data for the study was built upon an available sample of maintenance workers in only one university. This therefore may limit the representation of other school categories in the country in the study. The study recommends an effective communication network such as memo and newsletters to disseminate information within the maintenance department to keep employees informed and get them involved.