This study investigates whether quality management has developed to such an extent that
retailers, service repair organisations and consumers are satisfied with product and repair
service quality provided by South African manufacturing companies. To investigate these
aspects, the colour television industry has been selected because it contains various
manufacturing companies of varying sizes and characters, employing different quality policies
and performances. It offers relatively standardised products and services, which facilitates
intercompany comparisons and employs a simple flow type assembly line process that is
representative of other mass production industries.
The hypotheses are tested by interviewing four selected populations by means of carefully
constructed questionnaires, namely a retail population, a repair service population, a
consumer population and a manufacturing population. The empirical results are statistically
evaluated in terms of the various manufacturers ability to provide satisfactory product and
repair service quality. Consumers and repair service organisations are selected because they
represent a broad spectrum of the population with varying, but important opinions on product
and repair service quality. Retailers selling colour television receivers are also selected as
they play an important role in the management of quality and vary from small independent
retailers to large chain stores and discounters. The results obtained from this study show
that:
• there is a need from the retailers, service repair organisations and consumers for the
South African manufacturers to improve the quality of colour television receivers
• there is a need by the consumers and the retailers for the manufacturers to improve
their repair service quality
• there is a need to improve the quality control procedures employed by the colour
television manufacturers.Business ManagementD. Com. (Business Management
