A Conceptual Model Of Total Quality Management Implementation In Automotive Service Industry

Abstract

Conceptual model of Total Quality Management will be proposed as a new reference into improving the quality management of the automotive service industry. This model can be used as guidance for the automotive service organization to improve their business performance. Nowadays, quality is very important in order to maintain a long term of business operation. Therefore, it is suitable for the new conceptual model to be used as guidance for the organization to meet the level of satisfaction from the customers and also to meet the standard of MS ISO 9000. Some of the independent automotive service workshop does not implement the total quality management in their workshops operation. Thus, this will affect their business performance as they do not apply the total quality management into their organization that also does not meet the standard of MS ISO 9000 and the National Automotive Policy. With this conceptual model, the independent workshops can start implementing the total quality management in order for them to meet the standard of MS ISO 9000 and the National Automotive Policy that has been introduce by the government. As for the methodology of this research, case study and questionnaire survey have been done to achieve the objectives of the study. For case study, site visit has been done to collect the data required in order to assess the level of Total Quality Management implementation. For the questionnaire survey, the questionnaire was distributed to collect data based on the item listed in the questionnaire. Result of the study has been analyzed through the data that have been collected from both case study and questionnaire survey. The analysis of the data is shown by the statistical data of selected items. Histogram is used to show the data collection. Thus, with this research, hope that the conceptual model of Total Quality Management will be used by the independent automotive service organization in order to meet the standard of MS ISO 9000 and the National Automotive Policy.