The integration of quality management systems into the strategic business plan (a case study of Eskom)

Abstract : ESKOM is mandated to supply electricity to consumers in the Republic of South Africa. Achieving quality in the fulfillment of this crucial mandate is essential for the development of the country. Integrating Quality Management Systems (QMSs) into ESKOM’s strategic business plan can assist this company in meeting its goal of supplying electricity to the satisfaction of its consumers in the country. The review of the existing literature has established that the integration of QMSs principles into a company’s business plan can assist in the achievement of its business goals by providing feedback to managers on progress towards the attainment of the set goals. Barriers to the implementation of QMSs exist. These include managerial attitude, insufficient resources, and lack of employee participation. Although ESKOM has been awarded the ISO 9001 quality standard, it continues to face challenges in realising a steady supply of electricity to customers. This manifests itself in the form of power outages. This research investigated how ESKOM is integrating QMSs into its strategic business plan to ensure the provision of reliable power supply to all consumers in South Africa. Questionnaires were distributed to workers and management at Eskom’s Duvha power station located in Mpumalanga province. The aim was to gather information on how QMSs are being integrated into the company’s strategic business plan. The survey also aimed to identify possible barriers, and establish how the company addresses them. The questionnaire contained questions assessing the implementation of QMSs principles, establishing the barriers and benefits of QMSs implementation, and appraising the performance of the quality department in achieving the company’s set goals. The survey results were used to examine the relationships between behavior, QMSs management principles, benefits of and barriers to the QMSs implementation process. Based on the outcome of the analysed data, it is apparent that the integration of QMS principles into ESKOM’s strategic business plan is of great value to the company: it is assisting in the streamlining of its business operations, to achieve its set goals.M.Tech. (Operations Management