Analysis of bottlenecks and limitations of implementation of quality improvement programs in small industries of Urmia

Thesis‌ Master's degree in public administration

Academic year 1389-1390

Abstract

  Considering today's competitive environment, the importance of quality improvement programs in order to achieve the quality of products and services, reduce costs and increase efficiency is becoming more apparent. Quality improvement programs are implemented in order to increase the quality of products and services in small industries, and due to the special characteristics of these industries, the establishment of these programs has limitations.

  Many researches inside and outside the country have investigated the factors affecting the implementation of quality improvement programs (intra-organizational and external factors). Among these factors, we can mention management support, training, and organizational culture (internal factors), community culture, dynamic or static environment, and economic status (external factors).

  The purpose of this research is to investigate the bottlenecks and problems of implementing quality improvement programs in the industrial towns of Urmia. The study was analyzed through statistical tests and using statistical software.

  The findings of this research confirmed the hypothesis of the existence of a relationship between technology, the attitude of managers and employees, expertise and economic limitations, with the implementation of quality improvement programs. In other words, the five factors of technology, the attitude of managers and employees towards quality improvement programs, the expertise of managers and quality officials, and economic constraints are among the factors that strongly influence the establishment of quality improvement programs. In fact, defects in these factors can be considered as obstacles to the implementation of quality improvement programs.

Chapter One

Generalities

Problem statement 1-1

  Small industries are considered as an important strategy to reduce unemployment. Also, this industry is one of its advantages due to its special features, such as flexibility, creative behavior, and quick decision-making. Also, disadvantages such as financial, human and informational limitations are considered (Cemal Akyz, Akyz, Serin, Cindik, 2006). Establishing quality improvement programs in these industries requires considering these features, which may have limitations and problems.

  Based on the investigations, the competition of sellers and suppliers of a product or service appears in various forms, but the most important aspect is quality (Fatemi Qomi, 2013). Also, quality is one of the most important factors that can have a significant impact as an effective factor in earning the income needed by industries and ultimately the country (Mehrgan, 1379). Organizations use various programs to achieve the desired level of quality, such as cultural foundation, comprehensive quality management, statistical quality control, QFD method [1], personnel training, etc. The correct and effective implementation of these programs in organizations is combined with the problems that organizations are dealing with.

  Based on the surveys carried out from internal sources, quality improvement programs in the country are mostly focused on services (banks and hospitals) and large manufacturing industries, and not much attention has been paid to the implementation of these programs in small industries (Watankhah, Gohari, Abdi, 2019; Mehrgan, 2019). Therefore, in this research, taking into account the special conditions and characteristics of small industries, an attempt has been made to identify the effective factors on the implementation of quality improvement programs and the major obstacles and bottlenecks on the way to the establishment of these programs. Due to the fierce competition between sellers and suppliers of a product or service, especially in recent years, the importance of the quality of products and services has caused that most organizations pay a lot of attention to the implementation of quality improvement programs. What is very important in this regard is to pay attention to the obstacles and bottlenecks of establishing these programs. And considering that Urmia's industrial towns are among the industries that have an important role in the employment and industrial production of this city, it is obvious that a more in-depth look at the factors affecting the establishment of quality improvement programs in these industries will play a key role in achieving organizational goals and also improving productivity.In this research, an attempt has been made to investigate internal variables (attitude of managers and employees, technology, expertise and economic limitations) on the implementation of quality improvement programs in small industries according to the specific conditions of these industries.

  The study of various researches of domestic and foreign sources regarding the implementation of quality improvement programs shows that various researchers consider many factors to be effective in this matter. According to Mr. Noriaki Kano  And Paul Lilerrank, human stagnation, unwillingness to use quality control methods, lack of resources, weak management system and society's culture are factors that affect the implementation of quality improvement programs (Lilrank,  Kano, 2014). While Ben Clegg [2] and Bon Tan [3] believe that the needs of customers and the performance of competitors are important factors in the implementation of these programs (Clegg, Tan, 2007).

  The major barriers investigated in Iran include economic barriers, customer and employee satisfaction, resources (financial and human), organizational structure and culture, educational barriers, attitudes and expectations (Jamshidi, February 1379; Denavi, Asfand, 1383; Nemati, 84). One of the goals of this research is to investigate the technology used in small industries and its effect on the implementation of quality improvement programs, because in the information age, the world is dominated by certain characteristics, the most important of which is the speed of changes, which is added to its acceleration every moment. In these environmental conditions, an economic or service institution can achieve its organizational goals and improve productivity in its organization when it recognizes these changes, anticipates them, and finally accepts them and keeps pace with them. Therefore  what  In this regard, it is examined  is that  According to the changes  And developments in technology and competition at an intensive level, is the technology used in the small industries of Urmia city effective on the implementation of quality improvement programs?

  Another objective that can be investigated in this research is the attitude of managers towards quality improvement programs. Based on the results of surveys conducted inside and outside the country, the motivation, support and commitment of managers is a key factor in the implementation of quality improvement programs (Torani, Tabibi, Shahbazi, Spring 2010; Hamidi, Tabibi, Spring 2012; Dinavi, March 2013; Jayaram, L. Ahire, Dreyfus). Considering that the negative attitude of managers towards quality improvement programs, which are the main supporters of these programs, makes their establishment difficult, in this sense, it has the ability to be investigated.

   Among other objectives that can be investigated in this research is the level of expertise of managers in the field of quality improvement programs. Managers and quality control officials are among the key people in the effective implementation of quality improvement programs. Therefore, the level of their expertise in this field can also be a determining factor, and in this way, it has the ability to be investigated, and what is investigated in this regard is whether the level of expertise of managers and quality control officials can be effective in the establishment of quality improvement programs? Among other goals in this research is to investigate the economic limitations of small industries and its role in the establishment of quality improvement programs. Considering that small industries are struggling with financial limitations (Cemal Akyüz, Akyüz, Serin, Cindik, 2006), which itself leads to human and informational limitations, therefore the economic bottlenecks of small industries can be one of the important factors that affect the implementation of these programs. In fact, if the economic restrictions are significant, this factor can be considered as an obstacle on the way of these programs.

  Among the other objectives that can be investigated in this research are the attitude of employees towards quality improvement programs. Considering that the main implementers of quality improvement programs are employees, and if they do not have enough motivation in this field, it can be one of the important factors that make the implementation of this program difficult. Also, if employees do not have the necessary knowledge and familiarity with quality improvement programs and the necessity of implementing them, it will have a negative effect on the implementation of these programs.