Authors: Abduletif H. Hebo; Kassu J. Sileyew; Daniel K. Azene
Addresses: Center for Modernization and Innovation, Ethiopian Technology and Innovation Institute, P.O. Box 2884, Addis Ababa, Ethiopia ' Addis Ababa Institute of Technology, Addis Ababa University, P.O. Box 385, Addis Ababa, Ethiopia ' Addis Ababa Institute of Technology, P.O. Box 385, Addis Ababa, Ethiopia
Abstract: The issues related to quality have received more attention in all sectors since years back. Improvement tools, like total quality management, have become prevalent terms in the discussion around quality issues. The intention of this paper is to study total quality management (TQM) implementation in Leather Industry Development Institute (LIDI), and more specifically, to see if the integration of TQM with other tools and techniques could significantly improve the service level of the institute and the satisfaction of the customers. The paper specifically highlighted that the role of senior managers in TQM implementation were minimal due lack of TQM awareness and system integration. To improve this, a phase-based TQM framework has been developed and interpreted comprehensively including implementation strategies, possible improvements and integrations. Due to this, the institute was expected to be passionate with regard to TQM and continuous improvement.
Keywords: total quality management; TQM; quality service; leather industry development.
International Journal of Quality Engineering and Technology, 2020 Vol.8 No.1, pp.1 - 20
Received: 07 Nov 2018
Accepted: 11 Nov 2019
Published online: 30 Sep 2020 *