Abstract

Quality Management (QM) is a critical pillar for enhancing productivity, reducing waste, and ensuring customer satisfaction in manufacturing environments. In South Africa’s manufacturing industry, which is often challenged by outdated machinery, limited skilled labour, and inconsistent infrastructure, the strategic implementation of Quality Management Systems (QMS) becomes even more vital. This study investigates the driving factors influencing the application of QM in the delivery of products and services in the South African manufacturing sector. Adopting a quantitative cross-sectional survey design, data were collected from 400 quality-related professionals using structured questionnaires. Descriptive statistical techniques, including Mean Item Score (MIS), and Exploratory Factor Analysis (EFA) were used to analyse the data. Findings revealed that key drivers for QM implementation include employee involvement, focus on customer satisfaction, continuous improvement, training, teamwork, and knowledge sharing. The top-ranked factor was active involvement in QM application, followed closely by client satisfaction and continuous improvement. EFA identified five principal components—focus on client and customer needs, team encouragement and motivation, relationship among team members, skills and knowledge sharing, and quality of work—which explained over 66% of the total variance in driving QM practices. These results underscore the human-centric nature of quality management and suggest that technical standards must be complemented by inclusive and participatory organisational cultures. The study concludes that successful QM application is anchored on leadership commitment, active employee participation, and a sustained focus on meeting customer expectations. It recommends that manufacturing firms invest in staff training, foster teamwork, and institutionalise continuous improvement strategies. These efforts will not only enhance product and service quality but also promote long-term competitiveness in South Africa’s evolving manufacturing landscape.

Keywords: Quality Management (QM), Manufacturing Industry, South Africa, Exploratory Factor Analysis, Customer Satisfaction