The impact of using total quality management (TQM) tools in the production of paper products
Authors:   , Meyiwa Mlungisi Nkosisiphile 
Published: October 2022

The process of implementing Total Quality Management (TQM) initiatives in the production organizations comes with a plethora of difficulties and to achieve the promised benefits, presents a massive challenge. It is, therefore incumbent on any organization, whether in service or manufacturing, to improve their quality philosophies and methodologies. Both factors are significant for a business to survive and gain a competitive edge. It was against this background that the research study was undertaken with the primary aim of assessing the impact of using TQM tools in the production of paper products. The study was carried out at Twinsaver Riverview Mill in Verulam in the eThekwini Metropolitan Municipality in KwaZulu-Natal Province, in South Africa. The study comprised three main objectives. The first objective was to evaluate the effectiveness of using TQM tools to enhance the quality of paper products produced by Twinsaver Riverview Mill. The TQM tools in question were as follows: Checklists, Fishbone Diagrams, Run Charts, Pareto Charts, Histograms, Flowcharts and Scatter Diagrams. On-site visits were conducted to inspect standard operations procedures in the mill. Questionnaires designed in Likert form were used to obtain the primary data. A multi-approach method was employed in this research work and it combined the synergies of both qualitative and quantitative research designs. Secondary data was obtained from literature, specifically journals, books and web pages. The MoonStats program was then employed for statistical analysis and data interpretation. Empirical evidence from this study revealed that checklists were commonly used by 70% of the workforce in the mill. It was, therefore, concluded that more training was required to assist employees and managers to fully utilize all seven basic TQM tools. The second objective was to understand the extent of awareness and involvement of employees during the usage of TQM tools in executing strategic plans for successful TQM. Data used in the case study was gathered by means of questionnaires and interviews. Results showed that 60% of the workers were aware of and were also involved in the utilization of TQM tools. A further 60% were in strong agreement with the usage of TQM tools in solving quality-related problems. Some 10% of the workers were not involved at all, while 16% had no comments. It was concluded that a lack of resources, workshops as well as focus group meetings were major contributing factors which were inhibiting effective implementation of TQM practices. The last objective was to determine the quality of communication between employees and management when setting up goals and objectives for phasing in TQM practices, and also how a teamwork culture was affected. Carefully constructed open-ended and closed questionnaires were utilized as a research instrument. It was noted that 74% of the workers agreed with the existence of good communication from management level down to employees. There was substantial evidence emanating from the study, which indicated that 56% of the employees agreed with the existence of a strong teamwork culture at Twinsaver Mill. It was, however, noted from the respondents’ results that 84% of the workers indicated a breakdown of communication when it came to setting up goals and objectives of TQM amongst various departments in the workplace. It was concluded that TQM could deliver better performance and improve communication when appropriate tools were correctly used in a supportive environment. Overall, the study created proper platforms for Twinsaver Riverview Mill to develop effective training and educational programs for all their workers in order to fully utilize the seven TQM tools. To implement TQM tools both operational and business processes could be aligned in accordance with quality improvement strategies. The study also emphasized that the senior management and business owners should be at the forefront in driving awareness about the significance of producing good quality products in manufacturing and other service-related enterprises. It is recommended that appropriate usage of quality tools be implemented as these serve as diagnostic instruments during manufacturing, by eliminating wasteful and non-core activities, thereby ensuring the business remains profitable and sustainable for future generations.