| Abstract: | This research has been conducted to assess critical success factors in implementing total quality
management system in the mechanical engineering service sector in the case of Berhan Engineering which
is certified ISO-9001-2015 Quality management System. A descriptive research approach was employed
using a questionnaire and interview to get primary data from employees of Berhan Engineering. The data
were collected with a response rate of 79.1% from the distributed forty three 43) questionnaires and
analyzed using descriptive statistics focusing on the mean, standard deviation and percentages, which is
calculated using Microsoft excel. The validity of the instrument was checked and internal consistency of the
instrument was measured using Cronbach’s Alpha and the result was 0.93, which signifies that reliability of
data was good. The results of this study identify CSFs in implementing TQM the case of Berhan
Engineering. Among the five CSFs identified in the literature Supplier management and employee training
and education were critical problem in implementing TQM. The research work has identified lack of
employee’s commitment and willingness for quality service, lack of effective supervision, suppliers were not
willing to delivered recommended raw materials and products, lack financial resources, Insufficient
knowledge about QMS, lack of QMS training, lack of proper equipment and tool available for use, and lack
of a quality assurance team and documentations problem were the challenges in implementing QMS in the
company. The benefits of the company from implementation of QMS practices also listed in this study such
as, the company achieves improvement in productivity and efficiency, reduction in cost and waste, strength
cooperation and team work between employee, builds good customer relations and increase customer
satisfaction, Internal communication between departments and personnel’s increase. Finally this study
recommended that the company has to deliver organized training and education programs to employee,
work on supplier management and all the challenges identified in the implementation of QMS to be given a
due attention. |
