Author: 1Dr. David Ackah, PhD & 2Hanson Obiri-Yebaoh
1Golden Sunbeam International College of Science & Technology, & 2Accra Polytechnic
Abstract
This research seeks to address the impact of Total Quality Management on customer satisfaction with particular reference to Electricity Company of Ghana limited. The study aims to identify the impact of Total Quality Management (TQM) on customer satisfaction in both the public and the private sectors. The intention of management is also drawn on the essence of developing effective procedures in order to suit the ever rising customer’s demands of services. The research led to a number of findings of which certain conclusion and recommendations were made. Until the introduction of total quality management (TQM) concept in Electricity Company of Ghana (ECG) there has been several problems like faults not properly attended to, incorrect billings, unannounced power outages, unannounced disconnections were very rampant. Bills paid by customers were not reflecting on their bill sheet early or not at all. The planned load schedules were not adequately and timely published. Most of the customers who attempted to get faults rectified have unpleasant stories to tell not mention illegal connection. Not to mention this few problems, facilities were not enough to meet the ever rising demand for electricity consumption. These problems continuous to increase resulting in heavy losses to the company. The study was conduct to achieve the following objectives. To ascertain whether the new management principle is in full and effective application in the company. To ensure the degree of awareness and understanding among customers and employees of the company about Total Quality Management Programme. Investigate what account for customer’s complaint about the introduction of the new management programme. Offer useful recommendations to some identified problems in the light of the findings, which might contribute to the achievement of customer’s satisfaction.
Keywords: Total Quality Management, TQM in Energy Sector, Management on TQM
