Track: Quality Engineering, Control and Management

Abstract

The study discusses employees' awareness of quality. According to the literature, the success of quality depends on a number of factors such as quality awareness, quality understanding and the benefit of quality of quality at workplace. The objective of the study is to assess the extent to which employees of the ABC Company are aware of quality and they do understand quality at their work, as well as to establish the benefit that comes with quality. To carry out the study a mixed research methods approach was used for research in six departments with the ABC Company. A sample of more than 50% of the total staff complement made up of 88 employees was selected. Data was collected in a form of questionnaires. Face to face interviews were also conducted. According to the findings there are critical factors that hinder the awareness and understanding of quality at the workplace, such as communication, management support, adequate training for employees. This particular research aims at providing a practical insight into service organisations’ understanding of their quality management system from their employees’ perspective. This should allow the organisation to improve how quality is perceived internally, subsequently the perception of quality by their customers.