Total Quality Management And Customer Service Delivery A Case Study Of Uganda Telecom

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Table of Contents

Chapter 1

1.0 lntroduction .......................................................................................................................... 1

1.1 Background of Study ........................................................................................................... 1

1.2 Statement of the Problem ................................................................................................ .3

1.3 Purpose and Objectives of the Study .............................................................................. 3

1.4 Research Questions ............................................................................................................ .4

1.5 Significance of the Study ................................................................................................... .4

1.6 Limitations of Study ............................................................................................................ .4

1.7 Conceptual Framework ...................................................................................................... .5

Chapter 2

2.0 Literature Review .................................................................................................................. 7

2.1 lntroduction ........................................................................................................................... 7

2.2 Concept of Quality ................................................................................................................ 7

2.3 Quality Management... ........................................................................................................ 8

2.4 Stages of TQM Implementation ........................................................................................ 10

2.5 Major Principles ofTQM ...................................................................................................... 13

2.6 Benefits ofTQM lmplementation ..................................................................................... 16

2.7 Limitations to the implementation ofTQM ..................................................................... 16

2.8 TQM and the Telecommunication lndustry ..................................................................... 18

iv

Chapter 3

3.0 Methodology ........................................................................................................................ 19

3.1 I ntrod uctio n .......................................................................................................................... 19

3.2 Research Design ................................................................................................................... 19

3.3 Location of the Study .......................................................................................................... 19

3 .4 Target Po pu latio n ................................................................................................................ 20

3. 5 Sam pie Selection ................................................................................................................. 20

3.6 Research lnstruments ........................................................................................................ 20

3. 7 Data Co 11 ectio n Techniques ............................................................................................... 21

3 .8 Data Analysis ......................................................................................................................... 21

Chapter 4

4.0 Data Analysis ........................................................................................................................ 22

4.1 I ntrod uctio n ......................................................................................................................... 22

4.2 Analysis of Research Population ....................................................................................... 22

4.3 Descriptive Analysis of Variables ...................................................................................... 28

4.4 Summary of Analysis .......................................................................................................... 33

Chapter 5

5.0 Discussion, Managerial Implications and Conclusion ................................................... 36

5. 1 I ntrod uctio n ........................................................................................................................ .3 6

5.2 Discussion of Findings ......................................................................................................... 36

5.3 Managerial lmplications .................................................................................................... .40

V

5.4 Conclusion ........................................................................................................................... .42

5.5 Limitations to the Study ..................................................................................................... 43

5.6 Recommendation ................................................................................................................ 43

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APA

SSA, R (2021). Total Quality Management And Customer Service Delivery A Case Study Of Uganda Telecom. Afribary.com: Retrieved June 19, 2021, from https://afribary.com/works/total-quality-management-and-customer-service-delivery-a-case-study-of-uganda-telecom

MLA 8th

Research, SSA. "Total Quality Management And Customer Service Delivery A Case Study Of Uganda Telecom" Afribary.com. Afribary.com, 10 Jun. 2021, https://afribary.com/works/total-quality-management-and-customer-service-delivery-a-case-study-of-uganda-telecom . Accessed 19 Jun. 2021.

MLA7

Research, SSA. "Total Quality Management And Customer Service Delivery A Case Study Of Uganda Telecom". Afribary.com, Afribary.com, 10 Jun. 2021. Web. 19 Jun. 2021. < https://afribary.com/works/total-quality-management-and-customer-service-delivery-a-case-study-of-uganda-telecom >.

Chicago

Research, SSA. "Total Quality Management And Customer Service Delivery A Case Study Of Uganda Telecom" Afribary.com (2021). Accessed June 19, 2021. https://afribary.com/works/total-quality-management-and-customer-service-delivery-a-case-study-of-uganda-telecom