THE EFFECT OF PRODUCT QUALITY CONTROL ON CUSTOMER’S SATISFACTION (A CASE STUDY OF CADBURY NIG. PLC)

ABSTRACT

This research study examined the effects and possible solutions of product quality control as it affects the ordinary customer using Cadbury Nig. Plc as a case study. The research study was aimed at evaluating the product quality and customer satisfaction on the growth and profitability which the organization achieves. Also, the effectiveness of product control on customer satisfaction was also addressed, and analyzed respectively. This information was analyzed with the aid of SPSS v 18.0 on different tables and simple random sampling technique was used. The study is limited by time, which is the school calendar year, coupled with the cost involved in conducting such enormous task. The findings of the study reveal that there are several quality control checks and balance which should be put in place for thorough and in depth satisfaction of the final customer. It also posits generally three processes to achieve quality at a standard rate, these include: inspection of incoming Raw materials, inspection of work in progress and the final inspection of incoming raw materials. Interpersonal relationship amongst consumer’s using a definite product also contribute to innovation and better quality of a product through purchasing. The study recommended that management should control and maintain equipment used for production in the organization.

TABLE OF CONTENT

CHAPTER ONE

1.1      Background of the Study

1.2      Statement of the problems

1.3      Purpose of the study

1.4      Research Questions

1.5      Research Hypothesis

1.6      Significance of the study

1.7      Scope of the study

1.8      Limitation of the study

1.9      Definition of the terms

References

CHAPTER TWO

2.0      Introduction

2.1      Conceptual Framework

2.2      Production Management and Corporate Policy

2.3      Models in Production Management and its uses

2.4      Production, Process Design

2.5      Quality control and strategy

2.6      Requirements for Production control

2.7      Total Quality Control

2.8      Quality control application

2.9      Strategy Consideration

2.10   Determination of methods of inspection

2.11   Summary of Chapter        

References

CHAPTER THREE

3.0      Introduction

3.1      Research Design

3.2      Population of the study and sample size

3.3      Sampling Techniques

3.4      Types of Source of Data

3.5      Method of Data Collection

3.6      Data Analysis Techniques

References

CHAPTER FOUR

4.1      Introduction

4.2      Analysis of Research Questions

4.3      Testing of Hypothesis

            Correlation Analysis Interpretation

CHAPTER FIVE

5.1      Introduction

5.2      Summary of Findings

5.3      Conclusion

5.4      Recommendation

5.5      Suggested Areas for Further Study

Bibliography

Appendix

CHAPTER ONE

INTRODUCTION

1.1      BACKGROUND OF THE STUDY

According to Fagbohungbe (2009) defines production as the “process of designing, operating and controlling a productive system capable of transforming physical resources and human talent into needed goods and services”.

Although, some prefer the label production/operations management, the more global term of production used here is to emphasize that production system generates intangible services as well as tangible goods.

Lawal (2007) states at least four reasons why it is important that you know something about production management, production is a core organizational function. The production function commands the flow of resources through the organization. Society depends heavily on the output of productive organizations and the production function is tied to many serious societal components.

A typical operation or production manager views organizations as productive systems, complete with inputs, a transformation process and output. The transformation process consists of interrelated parts, each depends on the other. Among the important parts of productive systems are these activities listed below, (Enikanselu, and Oyende, 2009)

Product design, production planning, production scheduling, production control, purchasing and material management inventory control, work flow layout and production or out put forecasting and quality control.

Together, these activities let managers carry out their economic function of transforming resources into useful goods and services.

1.2      STATEMENT OF THE PROBLEMS

Most organization have nothing to do with company product policies, which could not be visualized as determinants of the product that could be produced, the goals of the organization have not attained the optimum product line. The changes available resources as well as dynamics of the market conditions. In achieving optimum in product competition, certain variables such as composition of product line, dynamism of product attributes are considerations, the selection and design of the particular products and services offered. It was finalized through assessment of interaction between the original concepts, estimated costs of operation, equipment configurations and alternative job or work crew designs. Capacity planning decisions that also determines the location for warehouse and branches and a growth plan, a supply, storage and logistic system (Afewape 2007)

The mature overall system design was rendered in terms of designs for the modular branches. The component of the design included workflow layout and architectural plans. A labour staffing plan that specified just how each operation is to be carried out, including labour time standards, a materials flow plan and layout and, the central warehouse design including storage layout and logistics supply system, the production operation layout, equipment specification, a schedule for the acquisition of property and the building of branches, and a complete financial analysis (Sanyaolu, 2005).

In analyzing what was done and how it was done, it appears that we employed an interactive design process, involving design and redesign to take to account of various interactions. We employed long-range planning concepts, prediction and forecasting techniques, layout planning, equipment justification techniques, behavioural work concepts, product and service analysis and waiting line methods and concepts (Karimu, 2000).

For an organization to be successful, the conception of the process and facilities product design had to represent an integrated view of the conversion process for the system as a whole. In reviewing the longer-term operation decisions, we must realize that they are very significant to the future of the organization.

The decision set against the basic approach to supply distribution and operations for some time to come and committing the majority of the available capital of the enterprise. The key decision that set the design of the productive system are: The design of the product/service bundle to be offered finalized through an interactive process.

1.3      PURPOSE OF THE STUDY

  • To examine the effectiveness of product control on customer satisfaction.
  • To determine the efficient and effective competitive advantage on                                                                                                  Customer interest.
  • To assess new product control development programmes on customer satisfaction
  • To evaluate the product quality and customer satisfaction on the growth  and profitability which the organization achieves.

1.4   RESEARCH QUESTIONS

  • What is the effectiveness of product control on customer satisfaction?
  • Does efficient and effective competitive advantage affect customer interest?
  • Does new product control development programmes have impact on customer satisfaction?
  • Does product quality and customer satisfaction affect the growth and profitability which the organization achieves?

1.5   RESEARCH HYPOTHESES

Hypothesis 1

Ho: Product quality control will not affect customers’ satisfaction.

Hi: Product quality control may affect customers’ satisfaction.

Hypothesis 2

Ho:     Product quality control has no significant impact on customers’ satisfaction

Hi:       Product quality control has significant impact on customer satisfaction.

1.6      SIGNIFICANCE OF THE STUDY

The significance of the study is to ensure that organization create better image for the customer. The study will help the organization in ways of controlling their activities in respect to high product standard. Customer satisfaction with performance measure of the company is another significance of the study.

Hence, the product quality and customer satisfaction survey would give a comparison test to validate programme performance measures with an organization. This study will also be useful to students who patronize the product or service, and the organization about the relevance of product quality control tools as inducing factors to consumer patronage of product and the importance of quality control in everyday activities on campus.

1.7      SCOPE OF STUDY

The scope of this study is limited to CADBURY NIG. PLC.  in order to find out the relationship between product quality control and customer satisfaction. The staff of the company will be used as a study population.

1.8      LIMITATION OF THE STUDY

The research work will be limited to CADBURY NIG. PLC. Especially,the production, sales & marketing, Research and Development and human capital department. The limitations of this study include: Time constraints, Mobility, Financial Constraints and Non-Flexibility of respondents.

1.9      DEFINITION OF TERMS

Pricing: Is the financial bargaining of the product. It can be said to be financial rate at which the product sales in the open market.

Market Segregation: This allows for a market to be segregated by different product variations so that consumer’s are open to different choice in the market area.

Manufacturing Date: This is the printing or label placed on a product for identification and notification of a particular product manufacturing date. It also carries other details like expiry date, and so on.

Target Consumer: These are individuals, organization or societies who are in need of various products.

Marketing Strategy: Is the basic approach that the business unit uses to achieve its objectives and it consists of broad decision on target market/consumers.

Shopping Product: Are items from which buyers are willing to put forth considerable effort in planning and making the purchase.

Impulse Goods: Are low price items that are routinely purchases on a specific trip to a store.

Products: An asset of tangible and intangible attributed including packaging, color, price, which the buyers may accept as offering want-satisfaction.

Packaging: Is the process of designing and producing the container or wrapper for a meeting the prospect face.

Brand: Is a name symbol or special design or some combination of these elements that is intended to identify one product from competing ones.

Labeling: Is the part of a product that carries verbal information about the product or the seller.

Warranty: Is to give buyers some assurance that they will be compensated in case the product does not perform up to reasonable expectation.

.

Click Here To Get The Complete Project »

How To Write Chapter Three Of Your Research Project (Research Methodology)

  • Methodology In Research Paper


    Chapter three of the research project or the research methodology is another significant part of the research project writing. In developing the chapter three of the research project, you state the purpose of research, research method you wish to adopt, the instruments to be used, where you will collect your data, types of data collection, and how you collected it.

    This chapter explains the different methods to be used in the research project. Here you mention the procedures and strategies you will employ in the study such as research design, study design in research, research area (area of the study), the population of the study, etc. You also tell the reader your research design methods, why you chose a particular method, method of analysis, how you planned to analyze your data.

    Your methodology should be written in a simple language such that other researchers can follow the method and arrive at the same conclusion or findings.

    You can choose a survey design when you want to survey a particular location or behavior by administering instruments such as structured questionnaires, interviews, or experimental; if you intend manipulating some variables.

    The purpose of chapter three (research methodology) is to give an experienced investigator enough information to replicate the study. Some supervisors do not understand this and require students to write what is in effect, a textbook.

    A research design is used to structure the research and to show how all of the major parts of the research project, including the sample, measures, and methods of assignment, work together to address the central research questions in the study. The chapter three should begin with a paragraph reiterating the purpose of research. It is very important that before choosing design methods try and ask yourself the following questions: Will I generate enough information that will help me to solve the research problem by adopting this method?

    Method vs Methodology

    I think the most appropriate in methods versus methodology is to think in terms of their inter-connectedness and relationship between both. You should not beging thinking so much about research methods without thinking of developing a research methodology.

    Metodologia or methodology is the consideration of your research objectives and the most effective method and approach to meet those objectives. That is to say that methodology in research paper is the first step in planning a research project work.

    Design Methodology: Methodological Approach

    Example of methodology in research paper, you are attempting to identify the influence of personality on a road accident, you may wish to look at different personality types, you may also look at accident records from the FRSC, you may also wish to look at the personality of drivers that are accident victims, once you adopt this method, you are already doing a survey, and that becomes your metodologia or methodology.

    Your methodology should aim to provide you with the information to allow you to come to some conclusions about the personalities that are susceptible to a road accident or those personality types that are likely to have a road accident.

    The following subjects may or may not be in the order required by a particular institution of higher education, but all of the subjects constitute a defensible in metodologia or methodology chapter.

    Click here to complete this article - How To Write Chapter Three Of Your Research Project (Research Methodology)

TESTIMONIES FROM OUR CLIENTS


Please feel free to carefully review some written and captured responses from our satisfied clients.

  • "I love what you guys are doing, your material guided me well through my research. Thank you for helping me achieve academic success."

    Sampson, University of Nigeria, Nsukka.
  • "researchwap.com is God-sent! I got good grades in my seminar and project with the help of your service, thank you soooooo much."

    Cynthia, Akwa Ibom State University .
  • "Sorry, it was in my spam folder all along, I should have looked it up properly first. Please keep up the good work, your team is quite commited. Am grateful...I will certainly refer my friends too."

    Elizabeth, Obafemi Awolowo University
  • "Am happy the defense went well, thanks to your articles. I may not be able to express how grateful I am for all your assistance, but on my honour, I owe you guys a good number of referrals. Thank you once again."

    Ali Olanrewaju, Lagos State University.
  • "My Dear Researchwap, initially I never believed one can actually do honest business transactions with Nigerians online until i stumbled into your website. You have broken a new legacy of record as far as am concerned. Keep up the good work!"

    Willie Ekereobong, University of Port Harcourt.
  • "WOW, SO IT'S TRUE??!! I can't believe I got this quality work for just 3k...I thought it was scam ooo. I wouldn't mind if it goes for over 5k, its worth it. Thank you!"

    Theressa, Igbinedion University.
  • "I did not see my project topic on your website so I decided to call your customer care number, the attention I got was epic! I got help from the beginning to the end of my project in just 3 days, they even taught me how to defend my project and I got a 'B' at the end. Thank you so much researchwap.com, infact, I owe my graduating well today to you guys...."

    Joseph, Abia state Polytechnic.
  • "My friend told me about ResearchWap website, I doubted her until I saw her receive her full project in less than 15 miniutes, I tried mine too and got it same, right now, am telling everyone in my school about researchwap.com, no one has to suffer any more writing their project. Thank you for making life easy for me and my fellow students... Keep up the good work"

    Christiana, Landmark University .
  • "I wish I knew you guys when I wrote my first degree project, it took so much time and effort then. Now, with just a click of a button, I got my complete project in less than 15 minutes. You guys are too amazing!."

    Musa, Federal University of Technology Minna
  • "I was scared at first when I saw your website but I decided to risk my last 3k and surprisingly I got my complete project in my email box instantly. This is so nice!!!."

    Ali Obafemi, Ibrahim Badamasi Babangida University, Niger State.
  • To contribute to our success story, send us a feedback or please kindly call 2348037664978.
    Then your comment and contact will be published here also with your consent.

    Thank you for choosing researchwap.com.