The low output of SMEs in Nigeria suggests they may be failing to secure customers because of the quality or price of products and services, and the speed of delivery. It’s possible they could benefit from applying total quality management, a philosophy aimed at continuously improving processes, products and services by focusing on customer expectations. This strategy might help businesses meet consumer demands and offer better customer service. Not many studies have examined the association between total quality management and performance in SMEs, particularly in developing countries. We carried out research in Nigeria to find out whether organisational culture influenced the way these businesses carried out total quality management and whether it had a bearing on business performance.
SOURCE: THE CONVERSATION