ABSTRACT
This research study
examined the effects and possible solutions of product quality control as it
affects the ordinary customer using Cadbury Nig. Plc as a case study. The
research study was aimed at evaluating the product quality and customer
satisfaction on the growth and profitability which the organization achieves.
Also, the effectiveness of product control on customer satisfaction was also
addressed, and analyzed respectively. This information was analyzed with the
aid of SPSS v 18.0 on different tables and simple random sampling technique was
used. The study is limited by time, which is the school calendar year, coupled
with the cost involved in conducting such enormous task. The findings of the
study reveal that there are several quality control checks and balance which
should be put in place for thorough and in depth satisfaction of the final
customer. It also posits generally three processes to achieve quality at a
standard rate, these include: inspection of incoming Raw materials, inspection
of work in progress and the final inspection of incoming raw materials.
Interpersonal relationship amongst consumer’s using a definite product also
contribute to innovation and better quality of a product through purchasing.
The study recommended that management should control and maintain equipment
used for production in the organization.
TABLE OF CONTENTS
PAGES
Title
Page……………………………………………………………………………….. i
Certification…………………………………………………………………………… ii
Dedication……………………………………………………………………………… iii
Acknowledgement…………………………………………………………………. v
Abstract
………………………………………………………………………………… vi
Table of
Content……………………………………………………………………. vii
CHAPTER ONE
1.1 Background of the Study……………………………………………… 1
1.2 Statement of the problems…………………………………………… 2
1.3 Purpose of the study……………………………………………………. 3
1.4 Research Questions……………………………………………………… 4
1.5 Research Hypothesis……………………………………………………. 4
1.6 Significance of the
study………………………………………………. 5
1.7 Scope of the study……………………………………………………….. 5
1.8 Limitation of the study………………………………………………… 5
1.9 Definition of the terms………………………………………………… 6
References…………………………………………………………………………….. 8
CHAPTER TWO
2.0 Introduction ………………………………………………………………… 9
2.1 Conceptual Framework………………………………………………… 11
2.2 Production Management and Corporate
Policy……………… 18
2.3 Models in Production Management and its
uses. …………. 20
2.4 Production, Process
Design…………………………………………… 22
2.5 Quality control and
strategy…………………………………………. 23
2.6 Requirements for Production control. …………………………. 27
2.7 Total Quality Control……………………………………………………. 27
2.8 Quality control
application…………………………………………… 29
2.9 Strategy Consideration………………………………………………… 30
2.10 Determination of methods of inspection. …………………… 31
2.11 Summary of Chapter……………………………………………………. 33 References…………………………………………………………………… 34
CHAPTER THREE
3.0 Introduction………………………………………………………………… 37
3.1 Research Design…………………………………………………………… 37
3.2 Population of the study and sample
size……………………… 37
3.3 Sampling Techniques…………………………………………………… 38
3.4 Types of Source of Data………………………………………………. 38
3.5 Method of Data Collection…………………………………………… 38
3.6 Data Analysis
Techniques…………………………………………….. 39
References…………………………………………………………………… 40
CHAPTER FOUR
4.1 Introduction………………………………………………………………….. 41
4.2 Analysis of Research
Questions…………………………………… 41
4.3 Testing of Hypothesis…………………………………………………. 52
4.4 Correlation Analysis
Interpretation……………………………. 55
CHAPTER FIVE
5.1 Introduction………………………………………………………………… 57
5.2 Summary of Findings…………………………………………………… 57
5.3 Conclusion…………………………………………………………………… 58
5.4 Recommendation………………………………………………………… 59
5.5 Suggested Areas for Further
Study……………………………… 59
Bibliography………………………………………………………………… 60
Appendix……………………………………………………………………… 62
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF
THE STUDY
According to Fagbohungbe
(2009) defines production as the “process of designing, operating and
controlling a productive system capable of transforming physical resources and
human talent into needed goods and services”.
Although, some prefer the
label production/operations management, the more global term of production used
here is to emphasize that production system generates intangible services as
well as tangible goods.
Lawal (2007) states at
least four reasons why it is important that you know something about production
management, production is a core organizational function. The production
function commands the flow of resources through the organization. Society
depends heavily on the output of productive organizations and the production
function is tied to many serious societal components.
A typical operation or
production manager views organizations as productive systems, complete with
inputs, a transformation process and output. The transformation process
consists of interrelated parts, each depends on the other. Among the important
parts of productive systems are these activities listed below, (Enikanselu, and
Oyende, 2009)
Product design,
production planning, production scheduling, production control, purchasing and
material management inventory control, work flow layout and production or out
put forecasting and quality control.
Together, these
activities let managers carry out their economic function of transforming
resources into useful goods and services.
1.2 STATEMENT OF
THE PROBLEMS
Most organization have
nothing to do with company product policies, which could not be visualized as
determinants of the product that could be produced, the goals of the organization
have not attained the optimum product line. The changes available resources as
well as dynamics of the market conditions. In achieving optimum in product
competition, certain variables such as composition of product line, dynamism of
product attributes are considerations, the selection and design of the
particular products and services offered. It was finalized through assessment
of interaction between the original concepts, estimated costs of operation,
equipment configurations and alternative job or work crew designs. Capacity
planning decisions that also determines the location for warehouse and branches
and a growth plan, a supply, storage and logistic system (Afewape 2007)
The mature overall system
design was rendered in terms of designs for the modular branches. The component
of the design included workflow layout and architectural plans. A labour
staffing plan that specified just how each operation is to be carried out,
including labour time standards, a materials flow plan and layout and, the
central warehouse design including storage layout and logistics supply system,
the production operation layout, equipment specification, a schedule for the
acquisition of property and the building of branches, and a complete financial
analysis (Sanyaolu, 2005).
In analyzing what was
done and how it was done, it appears that we employed an interactive design
process, involving design and redesign to take to account of various
interactions. We employed long-range planning concepts, prediction and forecasting
techniques, layout planning, equipment justification techniques, behavioural
work concepts, product and service analysis and waiting line methods and
concepts (Karimu, 2000).
For an organization to be
successful, the conception of the process and facilities product design had to
represent an integrated view of the conversion process for the system as a
whole. In reviewing the longer-term operation decisions, we must realize that
they are very significant to the future of the organization.
The decision set against
the basic approach to supply distribution and operations for some time to come
and committing the majority of the available capital of the enterprise. The key
decision that set the design of the productive system are: The design of the
product/service bundle to be offered finalized through an interactive process.
1.3 PURPOSE
OF THE STUDY
·
To
examine the effectiveness of product control on customer satisfaction.
·
To
determine the efficient and effective competitive advantage on Customer interest.
·
To
assess new product control development programmes on customer satisfaction
·
To
evaluate the product quality and customer satisfaction on the growth and profitability which the organization
achieves.
1.4 RESEARCH QUESTIONS
·
What
is the effectiveness of product control on customer satisfaction?
·
Does
efficient and effective competitive advantage affect customer interest?
·
Does
new product control development programmes have impact on customer
satisfaction?
·
Does
product quality and customer satisfaction affect the growth and profitability
which the organization achieves?
1.5 RESEARCH HYPOTHESES
Hypothesis 1
Ho: Product quality control
will not affect customers’ satisfaction.
Hi: Product quality
control may affect customers’ satisfaction.
Hypothesis 2
Ho: Product quality control has no significant
impact on customers’ satisfaction
Hi: Product quality control has significant
impact on customer satisfaction.
1.6 SIGNIFICANCE OF
THE STUDY
The significance of the
study is to ensure that organization create better image for the customer. The
study will help the organization in ways of controlling their activities in
respect to high product standard. Customer satisfaction with performance
measure of the company is another significance of the study.
Hence, the product
quality and customer satisfaction survey would give a comparison test to
validate programme performance measures with an organization. This study will
also be useful to students who patronize the product or service, and the
organization about the relevance of product quality control tools as inducing
factors to consumer patronage of product and the importance of quality control
in everyday activities on campus.
1.7 SCOPE OF STUDY
The scope of this study
is limited to CADBURY NIG. PLC. in order
to find out the relationship between product quality control and customer
satisfaction. The staff of the company will be used as a study population.
1.8 LIMITATION OF
THE STUDY
The research work will be
limited to CADBURY NIG. PLC. Especially,the production, sales & marketing,
Research and Development and human capital department. The limitations of this
study include: Time constraints, Mobility, Financial Constraints and
Non-Flexibility of respondents.
1.9 DEFINITION OF
TERMS
Pricing: Is the financial bargaining of the product. It can be said to be
financial rate at which the product sales in the open market.
Market Segregation: This allows for a market to be segregated by different
product variations so that consumer’s are open to different choice in the
market area.
Manufacturing Date: This is the printing or label placed on a product for
identification and notification of a particular product manufacturing date. It
also carries other details like expiry date, and so on.
Target Consumer: These are individuals, organization or societies who are in
need of various products.
Marketing Strategy: Is the basic approach that the business unit uses to achieve
its objectives and it consists of broad decision on target market/consumers.
Shopping Product: Are items from which buyers are willing to put forth
considerable effort in planning and making the purchase.
Impulse Goods: Are low price items that are routinely purchases on a
specific trip to a store.
Products: An asset of tangible and intangible attributed including
packaging, color, price, which the buyers may accept as offering
want-satisfaction.
Packaging: Is the process of designing and producing the container or
wrapper for a meeting the prospect face.
Brand: Is a name symbol or special design or some combination of these elements
that is intended to identify one product from competing ones.
Labeling: Is the part of a product that carries verbal information
about the product or the seller.
Warranty: Is to give buyers some assurance that they will be
compensated in case the product does not perform up to reasonable expectation.
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