Health and Safety Strand Essay Example | Topics and Well Written Essays - 6500 words

Health and Safety Strand - Essay Example However, they may not know the immediate cause. It is indicated that most of them may not actually know that the vibration exposure may be the main cause. Hands to arm vibration on the other hand occur when individuals hold vibrating machines. However, such vibrations are not of high magnitude compared to that causing whole body vibration. Nevertheless, it has effects on the body especially when it is uncontrolled. It may cause loss of decreased grip and hand sensation. It has also been said to cause carpel tunnel syndrome. This happens when pressure on the median nerve causes numbness and weakness on fingers and hands. Apart from the above mild health problems, research conducted in the Europe and Australia have indicated presence of some of the fatal ailments. Both studies agree that mental disorders, cardiovascular diseases and occupational cancer as some of the most likely health problems. With lack of legal measures controlling the exposure to vibrations, it has become difficult to control these effects. However, many critics agree it is almost impossible to prevent machines from vibrating. It will therefore be difficult to protect employees from these harmful exposures. However, the researchers have indicated job rotation and reduced duration of exposure as some of the ways to mitigate this effect. (i) Describe the nature of occupational vibration exposure and the health effects of exposure to vibration; provide researched examples of affected workers or groups of workers Literature review Vibration exposures as indicted above should not be taken for granted. Majority of employees are not aware of the health effects of exposure to vibrations (Seidel 2000, p.26). Through they may experience complications from time to time; they might note relate them to vibrations. There are several studies, which have been carried out in a view to study the relationship between vibration exposure and health effects (VIBRISKS 2007, p.89). Most of those studies agree on one issues; that exposure to constant and persistent vibrations can result in fatal ailments. In 2008, the Australian Safety and Compensation Council (ASCC) decided to find out how its workers were being affected in terms of health due to vibration exposures. The council decided to carry out a survey with the help of National Hazard Exposure Worker Surveillance (NHEWS) team. The main target subjects were workers in the farming, fishing, transport, industrial and the shipping sectors. These are the main occupations where individuals are more likely to be exposed to some kind of vibration (Macias 2007, p.90). The main reason for conducting the study was to find out whether the increased number of diseases such as occupational cancer and cardiovascular was in any way linked to the continued exposure (Paoli 2001, p.57). A sample of about 4,500 workers from the sectors indicated above was selected for the study. The researchers used the random sampling method to ensure that all subjects wer e given equal chance to participate in the study. Telephone calls were made randomly to the employees where they were asked questions about their occupation and how long they had worked. Secondly, the researcher wanted to know whether individuals understood the effects of vibrations on their health. Thirdly, subjects were asked to state some of the ailments they had been diagnosed with in the recent past. The research findings found that all the subjects were involved in one form of

Mergers and Acquisitions in UK Banking Sector Essay

Mergers and Acquisitions in UK Banking Sector - Essay Example Moreover, it is not always necessary that the target board has a preceding knowledge of the same. Mergers and Acquisitions are associated with various terminologies which aid in analyzing the subject in an efficacious manner. Although, acquisition delineates the purchase of a smaller firm by the larger one, at times, it does happen that a smaller firm takes-over the management regulation of a largely developed corporation, thereby, keeping its name for the collaborated body which can be taken to meaning as reverse take-over. Similarly, reverse-merger deals with enabling the private company which has authoritative prospects along with enthusiasm to hoist the financial purchasing a publicly cataloged shell firm, too often, the one with limited assets. The act of mergers and acquisitions is quite intricate, however, with a variety of dimensions impacting its consequences, the process of studying mergers and acquisitions becomes handy. Usually, mergers and acquisitions are a significant part of the expansion strategy as they can be documented as horizontal deals in which the competitors are united. According to Gaughan, the $77.2 billion merger between Exxon and Mobil is one of the finest examples of a successful horizontal deal in the year 1998 (Gaughan, 2001). Horizontal mergers and acquisitions are the ones that occur between the companies generating analogous goods and offer analogous assistances. They take place quite often as a consequence of bigger companies trying to generate more efficacious economies of the scale. On the other hand, by straight away merging with the suppliers, it is possible for a company to decrement its reliance, thereby, incrementing profitability. This merger is a Vertical one, in which two companies generate different goods and services for one precise finished product. One of the perfect examples of a vertical deal is the $6.6 billion merger between Merck and Medco in the year 1993, who were a pharmaceutical manufacturer and a pharmaceutical distributor, respectively (Gaughan, 2001). Companies may also get their hands on the firms which are in entirely different industrial silhouettes. These kinds of deals can be called as conglomerate mergers which are delineated by an efficient example of Daimler Benz's deals in the aerospace industry sectors that helped replicating the premium automobile producer in to a multinational company or a conglomerate,

Information Technology Infrastructure Library ( ITIL ) Assignment

Information Technology Infrastructure Library ( ITIL ) - Assignment Example Question 2 It is important to identify these business requirements at the initial level because the supply chain management system must align with all these business requirements and ITIL best practices. The business objectives for this scenario after implementing ITIL are: Recognizing and documenting the scope of support services along with dependencies and interfaces interlinked with the suppliers Document the accountabilities and roles of sub-contractors and imperative suppliers Implementing change management process within the organization for updating contracts Evaluating, monitoring and generating reports on performance of the suppliers to identify improvements Incorporating system auditing Risk assessment for calculating risks associated with all trading partners and contracts Evaluating the value as well as profits of trading partners and contracts Implementing and maintaining a database including all the records for trading partners and contractors Deliver Value to the custo mer Ensure product delivery on time Question 3 The goal for designing a service for one solution is to ensure stability and incorporation within all activities and processes of all IT function providing end to end business alignment by supporting functionality and quality. The primary objective for a service design stage is to introduce a new service design in to the live environment. Likewise, it is essential to take a holistic approach rather than just precisely focusing a domain because, the design may impact other dependencies available in the system i.e. service portfolio and service catalogue, the architecture, the technology, management system, tools, current service management processes and essential metrics. Goals of designing service are: Must meet business requirements that is associated with compliance, risk, quality, security, efficient IT and business resolutions Must meet allocated cost Not be too complex and time consuming to develop Risk mitigation before implementi ng service in the live environment Design metrics to measure service design performance Question 4 Configuration baselines that are also called standardized configurations is associated with configuring a service, product or infrastructure that has been reviewed and agreed previously and for changes in future, only formal change procedures can be used. These formal change procedures incorporate the structure and complete details associated with the configuration that demonstrates a configuration item related to each other. As per the current scenario, baseline configurations for one solution are: Service Design Baseline After a change Question 5 As demand management is considered as a vital part of service management, one solution can adopt off peak pricing, volume discounts and differentiated service levels can affect the transportation of demands in precise patterns. Though, capacity can still be compensated by demands. One solution can utilize unused capacity for delivering servi ce levels to the customers. In this, way, customers can receive the required product in a timely manner by and the unused capacity will deliver value by higher levels of assurance. In contrast to insufficient capacity, quality of services will be impacted as well as limits the growth of the organization, for example, one solution. Service level agreements with the customers, planning

State of the World Atlas Essay Example | Topics and Well Written Essays - 250 words

State of the World Atlas - Essay Example Today obesity is serious health problem in most countries. â€Å"Who we are† was represented by literacy level. A person’s literacy level and education often determines what they eventually do with their life. â€Å"Health of the planet† part of the atlas was represented by rural population. Countries with huge urban population often are more polluted. From the above data, countries that had a huge urban population were the most affected by obesity. The size of the military was directly proportional to the GDP (PPP) of a country. Countries with higher literacy levels were more likely to tolerate persons of the LGBT community and same sax marriages were legal. From these data, countries that had a huge rural population also had lower literacy levels. Countries that had a huge urban population were more tolerant to the LGBT community. In some instances, such countries even allowed same sex

The Events of September 11 Attacks Research Paper

The Events of September 11 Attacks - Research Paper Example In Hamburg, most of the secondary planners and pilots became radical and better equipped to attack. In the morning of September 11, 2001, four planes were hijacked by 19 militants said to be mostly of the Saudi Arabia origin who subscribe to the ideals of Al Qaeda, undertook attacks targeting the US. They used four California-bound flights, taking control soon after their take-off. Some of the terrorists took charge of two commercial airliners and crashed them into the World Trade Center’s twin towers at about 8.45am. Another airliner was crashed into the Pentagon by another group of terrorists at 9.45am. Another group took charge of yet another commercial airliner that was headed to the White House, Washington DC but it crashed in Pennsylvania at 10.10am after the terrorists were overpowered by passengers. It is believed that the perpetrators were involved in a holy act aimed at killing as many westerners as possible considered to be enemies. The then President George W. Bush was shuttled around the country due to security concerns and was only back to the White House at about 7pm and addressed the nation and indeed the world at 9pm to restore confidence in America’s sovereignty. Operation Enduring Freedom was hatched to oust Taliban regime and destroy the terrorist network of Osama (Bodden, 2007). Arrival of first responders Immediately the World Trade Center, WTC was attacked, there was a concentrated response by emergency services. According to Flood (2011), over 100 emergency medical service, EMS units together with many dozens of private ambulances arrived at the site, setting up triage centers from where the injured would be ferried to hospitals. Over 2,000 Port Authority and NYPD police officers enforced security in the area, ransacked the twin towers and assisted in rescuing survivors. Being a five-alarm fire situation, 214 FDNY units, much more than the required 44 units responded to the emergency with 58 ladder trucks, 112 engines, seve n squad companies, five rescue companies, dozens of chiefs, four marine units and massive support, communication and command units. Unfortunately, many of these first responders were also killed in the process. Why the Attacks? The question of what caused the 9/11 attacks remains elusive but has been largely attributed to the failed foreign policy as was applied in the Middle East. According to Bodden (2007) and Seessel (2003), the US had attracted hostility due to its support for Israel, a Jewish state, to be established and sustained. The Palestinians had for over 60 years raised their plight of being homeless and brutalized but no one, not even the US paid attention to their woes. This support for Israel caused anger among Islamic nations thus causing the radical Islamists to call for the withdrawal of the US from the region. Other initiators of the attacks have been cited as the presence of US troops in Saudi Arabia and the economic sanctions that were imposed against Iraq in 19 90. Therefore, Islamic fundamentalists called on supporters of radical Islam to declare war against the government and citizens of the US.

General Principles of Ecology Essay Example for Free

General Principles of Ecology Essay The term ecology refers to the study of abundance and distribution of living organism in an ecosystem, together with the interaction that exists between them and the natural environment. The distribution of organisms is usually influenced by the adaptation of a certain organism to the environment. An adaptation refers to an organism’s ability to exist successfully in a given environment. Therefore, organisms can only exist in environments that they are adapted to. When a given species of animal or plant is adapted in a given natural environment, then it becomes distributed in that environment densely and in high numbers. Those that lack the ability to adapt well are poorly distributed, since they cannot cope with the pressures or stress that emanate from the environmental conditions. Different species of plants can be adapted to low and high –nutrient environments. Plants always try to adapt to the environments in several ways. The plants that inhabit low –nutrient areas grow at a slow rate, as an adaptation to the scarcity of nutrients. These plants also have the ability to recycle nutrients internally. Those in high nutrient areas on the other hand grow fast. They have the ability to control the absorption of nutrients at minimum levels. The breakdown of dead organic matter in the soil undergoes several processes. The first process of breakdown involves the alteration of the organic matter chemical components. This is then followed by another process, whereby the chemical components are split or fragmented. After undergoing these two processes, the organic matter mineral nutrients are then released into the soil and they are then converted into simpler components that can be absorbed by the plants. The day length influences the seasonal activity of plants and animals, because the length of the day length triggers certain changes. These changes include the climatic patterns in an area. Both plants and animals synchronize their behavioral and physiological activities with the seasonal changes. By doing this, they are able to carry out certain activities based on the season of the year. For example, the migration in animals is sometimes synchronized with the seasonal changes. Plants on the other hand, synchronize activities such as pollination with seasons when the activity can be easily facilitated by the pollinators. Temperature conditions in a given natural ecosystem affect the response of both the homeotherms and the poikilotherms. While the homeotherms have the ability to maintain their internal environment temperature at a stable level, the poikilotherms on the other hand cannot regulate their internal environment temperature. Changes in temperature triggers behavioral changes in poikilotherms as they try to regulate their body temperature depending on the external temperature. For example, some poikilotherms may bask out in the sun so as to regulate body temperature by warming their bodies. The homeotherms try to regulate their body temperature using feedback mechanisms in their body systems. For instance, their blood vessels may undergo dilatation or constriction as their bodies try to conserve heat. Climatic changes may trigger an inactive state in animals, especially during the cold season or winter. Hibernation and torpor are two examples behavioral adaptations in animals to very low temperatures. In both, animals go into a state of inactivity and they lower their body metabolism as a strategy of conserving energy . However, there is one major difference between the two. In hibernation, the animals’ body temperature at a significant level. Animals that hibernate become inactive for a long period of time. Torpor on the other hand is whereby animals lower their body temperature but at minimal levels as compared to that in hibernators. Animals that undergo torpor may be inactive but usually wake up several times. The Black Bear is not considered as a true hibernator because its body temperature does not reduce significantly as that of a true hibernator . Furthermore, the bear remains alert and active during the period of â€Å"hibernation†. References Odum, E. P. (1971) . General Principles of Ecology, Third Edition W. B. Suanders Company. Smith, T. M. , and Smith, R. L. (2005). Elements of Ecology. (6th Edition). Benjamin Cummings Publishers

Evaluation Of Total Quality Management (TQM)

Evaluation Of Total Quality Management (TQM) A critical evaluation of total quality management (TQM) and its influences on competitive advantage. The case of Trinidad and Tobago Petroleum Marketing Company Limited (NP), automotive lubricant division 1.1 Background Slack (2004) explains that Quality management is extremely important in gaining and sustaining competitive advantage. Growth, survival and attainment of strategic goals are all major issues of any organization quality therefore become a major issue. Existing as a private label company NP has made their way into a market filled with experienced multinationals via for increased market share. Competitors compete in terms of pricing and quality, thus NP has to make a strong dent into the impact of the customer on these bases. Vying for increased market share the need for core competencies arises and as such quality should be the number one focus. 1.2 Company background As with many companies The Trinidad and Tobago National Petroleum Marketing Company Limited (NP) has an unfolding history. This company is owned by the Government of Trinidad and Tobago and incorporated in 1972. Many acquisitions by the Government took place which put NP in its position within the industry today. NP acquired the assets of Shell Trinidad Limited thereby inheriting their Lubricant Blending Plant sited at Sea Lots, on the outskirts of Port of Spain. Under license, it continued to produce a range of lubricants, blended according to the Shell formulations, until the National Petroleum Brand of lubricants was launched in 1981. Since then NP continues to improve its product rating, they keep abreast of significant technological advancement in the lubricants industry. Despite competition from multi-national companies, NP brand continues to be a major player in the local and Caribbean markets, where ità ¢Ã¢â€š ¬Ã¢â€ž ¢s automotive and industrial lubricating oils and greases hold varying, but significant market share. NP stands out as one of the most successful state enterprises in the Republic of Trinidad and Tobago.  [1]   1.3 Mission 1.4 Vision 1.5 Rationale for the study Rivalry has always been a major determinant of quality of products or services. Quality management and competitive advantage is a marriage necessary for the success of a company. Thus the researcher believes that total quality management principles can be applied within NPà ¢Ã¢â€š ¬Ã¢â€ž ¢s operations to gain an advantage over their competitors. In todayà ¢Ã¢â€š ¬Ã¢â€ž ¢s competitive arena brand image is everything, therefore if a company is able to sell their image then increased market share can be attained. The researcher therefore believes that quality will be a key determinant on NPà ¢Ã¢â€š ¬Ã¢â€ž ¢s brand image and overall head point within the industry. A customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ right to boast of brands have always been a trend in todayà ¢Ã¢â€š ¬Ã¢â€ž ¢s world, thus the ability to gain customers who can boast of NPà ¢Ã¢â€š ¬Ã¢â€ž ¢s brand is essential. This aspect will be the basis of the issue as NP exists in an industry filled will multi-national players, thus competition is fierce and forceful. With the economic downfall, companies were faced with increases in production costs, thus this cost was transferred to consumers. In the first quarter of 2010 NPà ¢Ã¢â€š ¬Ã¢â€ž ¢s prices of its automotive lubricants rose twice. During an economic turmoil customers demand value for their money. Essentially quality will determine customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s perception of products, thus ensuring a sale and continued loyalty. New methods of operations are expected to arise in an attempt to improve quality standards towards gaining a better positioning within the industry. Insights of best practices are also expected to arise. Improved efficiency and effectiveness in operations, branding, communication and services are all areas in which the researcher expects quality management to impact, thus this research can shed light on all of these areas to assist NP in attaining their mission and vision statement. 1.6 Research Aims Research question: Can the adoption of TQM contribute to competitive advantage at NP? Objectives: To critically assess the strategic TQM at NP. To evaluate the industry standards to benchmark TQM at NP. To ascertain the extent to which NP is in compliance with industry standards. To formulate recommendations with reference to quality management best practice and based on research findings. These aims are found to be most important as it is hoped to achieve a firsthand view into the quality management practices in relation to operations and how these practices contribute and impact on competitive advantage. 2.0 LITERATURE REVIEW First hand knowledge is gained through the experiences of trial and error; companies have been able to create quality initiatives relevant to their operations. Various scholars have also contributed to the field of quality management by proposing models and frameworks. The researcher will examine secondary data from research to be conducted and analyze this against the literature review. Major areas of this literature review will therefore be: Total quality management Quality management systems The process approach Six sigma Balanced scorecard It is against these criteria that this literature review aims to provide pertinent information to critically assess the topic at hand. A definition of what a literature review is given as 2.1 TOTAL QUALITY MANAGEMENT (TQM) When considering business activities, ignoring quality can be a key ingredient for inefficiency and loss of profits. Hannagan (2002) claims The main objective of businesses is to make the highest profits possible; therefore one must consider the TQM issues in an attempt to succeed. 2.2 ORIGIN OF TQM Slack (2004) explains that the origin of TQM was a development by several à ¢Ã¢â€š ¬Ã‹Å"quality gurusà ¢Ã¢â€š ¬Ã¢â€ž ¢ beginning from as early as 1957. Feigenbaum 1957 introduced the term TQM and he defined it as 2.3 WHAT IS TQM? Slack (2004) further goes on to state that TQM is best thought of as 2.4 TQM QUALITY INITIATIVES MANAGED Hannagan (2002) presents the thought that Organizations adopt TQM as a way of life as it is proved by quality throughout production until the product or service reaches the external customer. This process is measured by the quality of materials purchased from suppliers, the approach to defect control on the production line, the appearance of the building, the way problems are solved for customers, the way employees are organized and the organizations internal communication system. Hannagan (2002) continues by saying that Hannagan (2002) goes on further by claiming that TQM is a strategic approach within an organisation which can provide an à ¢Ã¢â€š ¬Ã‹Å"umbrellaà ¢Ã¢â€š ¬Ã¢â€ž ¢ under which a number of quality initiatives can be managed. These initiatives include: Statistical process control Right-first-time Just-in-time Quality assurance Benchmarking Quality circles Tauguchi method 2.5 CRITISM OF TQM IMPLEMENTATION Slack (20004) argues that These programmes may loose their impulse over time. This has been variously described as quality disillusionment and quality droop. Various researchers and consultants who have implemented TQM, Slack (2004) argues have put forward prescriptions which are intended to reduce the risk of recurring. These include the following: Do not define à ¢Ã¢â€š ¬Ã‹Å"qualityà ¢Ã¢â€š ¬Ã¢â€ž ¢ in TQM narrowly; it includes all aspects of performance. Make all quality improvement relate to the performance objectives of the operations. TQM is a means of improving performance and not an end in itself. TQM should not be viewed as a substitute for responsibilities of normal managerial leadership. It is important to note that ineffective managers are not made better simply by adopting TQM. TQM is not an attachment of a company. It should be integrated with and indistinguishable from everyday activities. TQM has a considerable intuitive attraction. It is sometimes tempting to exploit the motivation à ¢Ã¢â€š ¬Ã‹Å"pullà ¢Ã¢â€š ¬Ã¢â€ž ¢ of TQM rather than thoroughly thought-out plans. Different organizations will have different needs depending on their circumstances. TQM should be adapted to these circumstances. Companies may push quality for its own sake, and shift too much responsibility down to the shop floor. In addition TQM is incompatible with more radical improvement approaches such as business process reengineering (BPR). TQM may also imply empowerment and liberal attitude toward shop floor staff; however it is argued that this is merely a further example of management exploiting workers. Critics have been known to define TQM as à ¢Ã¢â€š ¬Ã…“management by stressà ¢Ã¢â€š ¬?. 2.6 QUALITY MANAGEMENT SYSTEMS (QMS) AND PROCESSES A SIMPLE FLOWCHART SHOWING HOW PROCESSES ARE CHARTED IN AN ORGANISATION SOURCE: http://www.praxiom.com/process-approach.htm QUALITY MANAGEMENT SYSTEM (QMS) PRINCIPLES AND STANDARDS SOURCE: http://www.abcb.demon.co.uk/iso9k2kworkbook_part5.html Quality management system seeks to identify external quality related input requirements specified in Licenses to Trade, regulations, specified customer requirements and the chosen management system standard(s). In addition quality systems seek to define performance measures, as applicable, to the system requirements and generate the result or evidence that system requirements have been executed. The next step is to measure, monitor and report extent of compliance with these performance measures.  [2]   To achieve a standard the first step is to implement a QMS. Implementing a QMS can help your business to: achieve greater consistency, reduce expensive mistakes, increase efficiency, gain customer satisfaction, effectively market your business, exploit new markets manage growth more effectively and constantly improve your products, processes and systems. 2.7 THE PROCESS APPROACH The ISO 9000 series of standards is the main set of International Standards applying to the management of quality systems. It includes ISO 9001, the key internationally agreed standard for a QMS. Achieving ISO 9001 certification could mean new business. This certification can help distinguish à ¢Ã¢â€š ¬Ã‹Å"youà ¢Ã¢â€š ¬Ã¢â€ž ¢ from competitors.   Slack (2004) refers to the ISO 9000 series as Slack (2004) recognizes that there are four additional principles which ISO 9000 stresses upon. He argues that quality management should be customer focused. In addition he states that quality performance should be measured. Thirdly Slack sees the need for quality management to be improvement driven. Fourthly top management must demonstrate their commitment to maintaining and continually improving management systems. ADVANTAGES AND DISADVANTAGES OF CERTIFICATION ADVANTAGES: 1. Increased Efficiency: Companies that go through the ISO 9001:2000 Quality Management Standards certification process have given a lot of thought to their processes and how to maximize quality and efficiency. 2. Increased Revenue: Studies have shown that ISO QMS certified companies experience increased productivity and improved financial performance, compared to uncertified companies. 3. Customer Satisfaction: Client confidence is gained because of the universal acceptance of the ISO standards. Customer satisfaction is ensured because of the benefits of ISO 9001:2000 QMS to company efficiency, consistency and dedication to quality service.  [3]   DISADVANTAGES: The actual change to ISO 9000 for operations can be very expensive. As is well known in business and industry, it is difficult to change the habits of long-time employees. New ways are usually resisted by everyone. This resistance cuts into profits and also decreases company morale. There are times when companies feel that the existing set of operational procedures is already working well and they do not feel a change is necessary. Now these companies have the choice of loosing a customer or implementing ISO 9000. Either way money is lost in the short term.  [4]   2.8 SIX SIGMA INITIATIVES Six Sigma simply means a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects in any process whether it is from manufacturing to transactional and from product to service. The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects.  [5]   Slack (2004) explains that Six Sigma processes are executed via belts. Master Black Belts are the experts in the use of Six Sigma tools, techniques and implementations. Six Sigma Black Belts can take a direct hand in organizing improvement teams. Green Belts work within improvement teams; they are not full-time positioned and have normal day-to-day process responsibilities. It is expected that they spend at least twenty per cent of their time in improvement projects. ARGUMENTS FOR AND against THE SIX SIGMA INITIATIVE Slack (2004) identifies the following positive perspectives of the Six Sigma initiative: Improvement activity is generally neglected in most operations and if it is to be taken seriously, it deserves the significant investment required. If operated well, Six Sigma improvement projects controlled by experienced personnel can save more than their cost. Slack (2004) identifies the following flaws of the Six Sigma initiative. It can be too hierarchical in the way it structures its various levels of involvement in the improvement activity. It is expensive. Training and improvement time can prove to be costly. 2.9 THE BALANCED SCORECARD The balanced scorecard is a strategic planning and management system that is used  to align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals. It was originated by Drs. Robert Kaplan and David Norton  as a performance measurement framework  that  added strategic  non-financial performance measures to traditional financial metrics to  give managers and executives a  more balanced view of organizational performance.   DIAGRAM SHOWING THE VIEW OF THE BALANCED SCORECARD FROM FOUR PERSPECTIVES SOURCE:http://www.balancedscorecard.org/BSCResources/AbouttheBalancedScorecard/tabid/55/Default.aspx The balanced scorecard suggests that we view the organization from four perspectives, and to develop metrics, collect data and analyze it relative to each of these perspectives: The Learning Growth Perspective includes employee training and corporate cultural attitudes related to both individual and corporate self-improvement. The Business Process Perspective refers to internal business processes. Metrics based on this perspective allow the managers to know how well their business is running, and whether its products and services conform to customer requirements. The Customer Perspective explains that the realization of the importance of customer focus and customer satisfaction in any business is essential. The Financial Perspective states that often there is more than enough handling and processing of financial data. With the implementation of a corporate database, it is hoped that more of the processing can be centralized and automated.  [6]   Quality indeed provides companies with a competitive edge. Total quality management looks at a companyà ¢Ã¢â€š ¬Ã¢â€ž ¢s operations holistically and determines best practice quality initiatives. Though there are pitfalls to the strategic implication of TQM, compilation of proper initiatives can reduce the occurrence of such pitfalls. TQM initiatives can also result in customer satisfaction, thereby resulting in customer loyalty. 3.0 METHODOLOGY Saunders (2003) simply defines methodology as Haralambos (2000) however goes a bit further by explaining what methodology is concerned with. He sees methodology as being The research to be conducted will take a deductive approach. This research approach is found to be the most appropriate, as a topic/ hypothesis is designed and a research strategy is designed to test the topic/ hypothesis. Although the research is a deductive piece of work, the researcher will adopt a mixed approach to data collection. That is the research paradigm will be a mixture of both qualitative and quantitative data. Generally the philosophies used are positivists and phenomenologist. Triangulation research will be conducted as this will increase validity and reliability. Research question: Can the adoption of total quality management (TQM) contribute to competitive advantage at NP? Having formulated the research topic it is essential that the researcher answers the research question. Thus essentially the researcher will undertake many strategies in addressing this question. By conducting structured research via hypothesis testing and analyze of information based on best practices and recommendations the answer to the research question will be attained. Thus the use of both primary and secondary data collection tools will be profound for this question. OBJECTIVE ONE: To critically assess the strategic total quality management initiatives at NP. In collecting data for objective one the researcher has found it fit to use case studies. Robson (2002) defines case study AS The data collection methods will include questionnaires, interviews, observations and documentary analysis. The researcher will select interviews and documentary analysis in an attempt to collect the data required. Interviews will be conducted by the researcher. Structured interviews will be utilized. Two groups will be targeted: quality control managers and quality supervisors. This will be done in an attempt to gain information based on the quality methods and standards N.P. currently has. Also to establish the quality initiatives deployed from subordinates in the upper section of the organizational structure. This data collection method will be of primary nature. Interviews will be conducted to these groups because these are the groups with the required information. Documentation analysis will also be selected as a means of data collection. The method used is necessary to gain information about N.P. and their documents based on quality control. It is intended to identify inspection points, certifications, specifications and any other relevant documents based on quality control initiatives. This data collection method is of secondary nature. This method will be used as it is upon these documents that N.P. thrives for their quality standards. Analytical technique: the funnel technique will be used in conducting interviews. Quality initiatives are not easily shared therefore by beginning the interview with general questions and narrowing down, the groups targeted will feel comfortable and easy going thereby gaining the information desired. Justification of methods: The researcher has found it useful to conduct interviews as detailed information is gained from people in a face-to-face situation, thereby allowing interviewers to explore issues in- depth. This method has its downside as it gives rise to the possibility of biasness due to interaction. In conducting documentation analysis the researcher will analyze documents in an attempt to identify trends in sales performance relative to competitorsà ¢Ã¢â€š ¬Ã¢â€ž ¢ performance with respect to the quality initiatives employed at this company. OBJECTIVE TWO: To evaluate the industry standards to benchmark TQM at NP. In collecting data for objective two the researcher found it useful to conduct surveys. Letts (2000) explains Saunders (2003) goes on further on this point by claiming that Data here is collected by using questionnaires, structured observations and structured interviews. Data collected from surveys are standardized, allowing easy comparison. The researcher will use questionnaires and structured observations in an attempt to collect the necessary data. A questionnaire will be constructed containing twenty five questions, in which respondents will be asked to answer. The questionnaire will be handed out to other companies within the industry. These companies include Bel-Ray, Castrol, Havoline and Shell. A total of 10 questionnaires each will be given out at these companies. These questionnaires will be given to members within the quality departments of these companies. These members will be randomly selected within the department. Questionnaires will be given out to these members as it was them who will have the required information. Structured observations will also be used to collect data. The researcher will adopt a participant observation approach to this method. While at the various service stations, quick shops and auto mechanic parts shops the researcher will spend time observing customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ choice of lubricants when other brands are available. In addition observations will be made based on the prices of other brands compared to N.P.à ¢Ã¢â€š ¬Ã¢â€ž ¢s brand and customer perception of quality based upon this factor. Research will be done on both customers and companiesà ¢Ã¢â€š ¬Ã¢â€ž ¢ quality departments. This will be undertaken as gaining an increased market share results in gaining a resource capability towards having a competitive advantage. Thus customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s preferences of one product over another will give the researcher the entities of what constitutes competitive advantage based on quality. Thus making room for opportunities for benchmarking based on specifications u tilized by other companies within the industry. Justification of methods: Questionnaires will be utilized as the researcher wishes to question a large number of individuals within a short space of time. Time would constraint the researcher in conducting interviews with 40 persons individually within the industry. Participant observation will be used in an attempt to gain a complete understanding of the views, preferences and beliefs of the people being surveyed. In addition the researcher will interact with individuals of the sample in an attempt to gain reasons for their choice. The researcher will acknowledge that there will be a major drawback by using questionnaires. That is they cannot address issues in-depth. It is for this reason that participant observation will be used hand in hand with the questionnaire as it will allow individuals to go in depth on issues. Analytical technique: the researcher will use cognitive access in an attempt to gain information from customers. Participant observation requires interactive processes, therefore it is crucial to gain entry and carry out the research. The researcher acknowledges the fact that informal acceptance from intended participants will be necessary in order to gain access to the required information. Cognitive access will be used as it is necessary for participants to feel understood and this will allow the researcher to gain an understanding of their social reality by allowing them to know what is being studied and the objective. This aims at making participants openly give information based on the objective of the research. Objective three: To ascertain the extent to which NP is in compliance with industry standards. Documentation analysis will be selected as the means of data collection for the attainment of this objective. This method is necessary for analyzing the information gained about N.P.à ¢Ã¢â€š ¬Ã¢â€ž ¢s documentations based on quality control. The N.P.à ¢Ã¢â€š ¬Ã¢â€ž ¢s quality initiatives discovered will be scrutinized along side information attained from the industry analysis. It is intended to identify gaps within the operation requirements relevant to inspection points, certifications, specifications and any other relevant quality control initiatives. This data collection method is of secondary nature. This method will be used as it is upon these analyses that gaps will be identified and compliance standards assessed. Justification of methods: documentation analysis was found to be the most appropriate method as it will provide comparative and contextual data. This method will allow the researcher to compare and contrast findings when compared to secondary data. OBJECTIVE FOUR: To formulate recommendations with reference to quality management best practice and based on research findings. In collecting data for objective three the researcher will use the multiple- source secondary data process. This objective will be achieved by evaluating the literature and documentary secondary data and matching up the findings to the survey- based secondary data. Documentary secondary data uses a combination of primary and secondary data. By reviewing the literature based on the selected topic, quality management best practice in relation to N.P. will be determined. In addition companyà ¢Ã¢â€š ¬Ã¢â€ž ¢s print out from their intranet will be used to gain an inside view of N.P.à ¢Ã¢â€š ¬Ã¢â€ž ¢s perspective of quality management best practice. Survey- based secondary data will allow the researcher to compare the findings gained from doing research via survey and case study methods to information derived from documentary secondary data. The researcher will be able to make recommendations based on this comparison. The comparison of the findings from both documentary secondary data and survey base secondary data will be necessary as this is the method which will reveal the necessary information. Justification of methods: The multiple- source secondary data process was found to be the most appropriate as it will provide comparative and contextual data. This method will allow the researcher to compare and contrast findings when compared to secondary data. The researcher however acknowledges the fact that there may be no real control over the quality of data. 3.1 ethical issues The research will guard against any unethical methods of data collection. Essentially the criteria relevant to the methods of data collection chosen are as follows: Voluntary participation and conformed consent: all participants will not be coerced into participating in the research. Consent will be sought after from all parties to be studied. All participants will be given a through breakdown on the study and its aims. Confidentiality and anonymity: the researcher will not seek after names or any personal information which may reveal the participantà ¢Ã¢â€š ¬Ã¢â€ž ¢s identity. This will be made clear to all parties in advance of the method of data collection. 3.2 Limitations of study When conducting research and collecting data one must consider the limitations of the study as this may provide boundaries and barriers to gaining a representative and accurate piece of work. The researcher will therefore guard against the following: Response rate: limited time and anonymity of respondents may provide barriers to the researcher for following up on people who didnà ¢Ã¢â€š ¬Ã¢â€ž ¢t respond, thus resulting in a low response rate. Scope of information: Companies cherishes their quality management secrets and guiding principles, therefore information on the characteristics of the quality management initiatives may not be divulged. Time: the limited timeframe allotted to conduct this study may constrain the researcher form collecting sufficient comparative data from competitors in an attempt to present a more in-depth comparative analysis. Generalization: due to the nature of the topic and the research objectives, the findings may not be applicable to other organizations. The situation, time and place may be of a different nature. 3.3 RESEARCH TOOLS The researcher will ensure that the tools and resources are available to carry out the research designs. These materials will include: Stationary tools: pens; paper and note pads. Data collection tool: questionnaires and voice recorder. Monetary tools: The researcher will require finances to reach destination to attain data. 3.4 MARGIN OF ERROR: DATA RELIABILITY, VALIDITY AND ACCURACY Reliability and accuracy: McNeil (à ¢Ã¢â€š ¬Ã‹Å"research methodsà ¢Ã¢â€š ¬Ã¢â€ž ¢) defines data as Data reliability therefore, is concerned with ideas such as: 1. The consistency of the data collected 2. The precision with which data is collected 3. The ability to replicate a piece of work. The reliability of data collected will be an important consideration since if data used is not reliable, then the conclusions or findings drawn will be fairly useless. Data reliability will be affected by such things as researcher bias into data collection processes, standardization and interpretation. The inability to record data accurately will cause the data to be less reliable. Validity: Data is only useful if it measures what it is supposed to measure. Validity refers to the extent to which the data collected gives true measurement of social reality.  [7]   When conducting research the concepts of reliability, validity and accuracy go hand in hand. It would be safe to say therefore that if data is reliable but not valid then it may have limited use. Also if data is valid, but not reliable the researcher may not be able to make general statements. In undertaking this research the researcher acknowledges the fact that the research will not be one hundred percent (100%) reliable, valid and accurate. However the researcher will make every attempt to achieve these in an aim to stand against scrutiny. The researcher will conduct the research in a highly professional, ethical and confidential manner. In addition all interpretations and collection of data will be made in an attempt to be unbiased. 4.0 Justification of time plan Essentially projects must conform to set deadline dates. Thus a plan is essential to ensure the successful completion within the timeframe allowed. The dates proposed are expected to conformation however contingencies will assist the researcher in any short comings. These dates are given in medium term expected time span, therefore any additional times required will be attained via slack times gained form other tasks running simultaneously. Therefore undergoing a successful dissertation a timescale becomes necessary to use to gain efficiency and complete the project on time. For the purpose of this study the duration will be six months. The stating date will be June 15th 2010 to December 15th 2010. Evaluation Of Total Quality Management (TQM) Evaluation Of Total Quality Management (TQM) A critical evaluation of total quality management (TQM) and its influences on competitive advantage. The case of Trinidad and Tobago Petroleum Marketing Company Limited (NP), automotive lubricant division 1.1 Background Slack (2004) explains that Quality management is extremely important in gaining and sustaining competitive advantage. Growth, survival and attainment of strategic goals are all major issues of any organization quality therefore become a major issue. Existing as a private label company NP has made their way into a market filled with experienced multinationals via for increased market share. Competitors compete in terms of pricing and quality, thus NP has to make a strong dent into the impact of the customer on these bases. Vying for increased market share the need for core competencies arises and as such quality should be the number one focus. 1.2 Company background As with many companies The Trinidad and Tobago National Petroleum Marketing Company Limited (NP) has an unfolding history. This company is owned by the Government of Trinidad and Tobago and incorporated in 1972. Many acquisitions by the Government took place which put NP in its position within the industry today. NP acquired the assets of Shell Trinidad Limited thereby inheriting their Lubricant Blending Plant sited at Sea Lots, on the outskirts of Port of Spain. Under license, it continued to produce a range of lubricants, blended according to the Shell formulations, until the National Petroleum Brand of lubricants was launched in 1981. Since then NP continues to improve its product rating, they keep abreast of significant technological advancement in the lubricants industry. Despite competition from multi-national companies, NP brand continues to be a major player in the local and Caribbean markets, where ità ¢Ã¢â€š ¬Ã¢â€ž ¢s automotive and industrial lubricating oils and greases hold varying, but significant market share. NP stands out as one of the most successful state enterprises in the Republic of Trinidad and Tobago.  [1]   1.3 Mission 1.4 Vision 1.5 Rationale for the study Rivalry has always been a major determinant of quality of products or services. Quality management and competitive advantage is a marriage necessary for the success of a company. Thus the researcher believes that total quality management principles can be applied within NPà ¢Ã¢â€š ¬Ã¢â€ž ¢s operations to gain an advantage over their competitors. In todayà ¢Ã¢â€š ¬Ã¢â€ž ¢s competitive arena brand image is everything, therefore if a company is able to sell their image then increased market share can be attained. The researcher therefore believes that quality will be a key determinant on NPà ¢Ã¢â€š ¬Ã¢â€ž ¢s brand image and overall head point within the industry. A customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ right to boast of brands have always been a trend in todayà ¢Ã¢â€š ¬Ã¢â€ž ¢s world, thus the ability to gain customers who can boast of NPà ¢Ã¢â€š ¬Ã¢â€ž ¢s brand is essential. This aspect will be the basis of the issue as NP exists in an industry filled will multi-national players, thus competition is fierce and forceful. With the economic downfall, companies were faced with increases in production costs, thus this cost was transferred to consumers. In the first quarter of 2010 NPà ¢Ã¢â€š ¬Ã¢â€ž ¢s prices of its automotive lubricants rose twice. During an economic turmoil customers demand value for their money. Essentially quality will determine customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s perception of products, thus ensuring a sale and continued loyalty. New methods of operations are expected to arise in an attempt to improve quality standards towards gaining a better positioning within the industry. Insights of best practices are also expected to arise. Improved efficiency and effectiveness in operations, branding, communication and services are all areas in which the researcher expects quality management to impact, thus this research can shed light on all of these areas to assist NP in attaining their mission and vision statement. 1.6 Research Aims Research question: Can the adoption of TQM contribute to competitive advantage at NP? Objectives: To critically assess the strategic TQM at NP. To evaluate the industry standards to benchmark TQM at NP. To ascertain the extent to which NP is in compliance with industry standards. To formulate recommendations with reference to quality management best practice and based on research findings. These aims are found to be most important as it is hoped to achieve a firsthand view into the quality management practices in relation to operations and how these practices contribute and impact on competitive advantage. 2.0 LITERATURE REVIEW First hand knowledge is gained through the experiences of trial and error; companies have been able to create quality initiatives relevant to their operations. Various scholars have also contributed to the field of quality management by proposing models and frameworks. The researcher will examine secondary data from research to be conducted and analyze this against the literature review. Major areas of this literature review will therefore be: Total quality management Quality management systems The process approach Six sigma Balanced scorecard It is against these criteria that this literature review aims to provide pertinent information to critically assess the topic at hand. A definition of what a literature review is given as 2.1 TOTAL QUALITY MANAGEMENT (TQM) When considering business activities, ignoring quality can be a key ingredient for inefficiency and loss of profits. Hannagan (2002) claims The main objective of businesses is to make the highest profits possible; therefore one must consider the TQM issues in an attempt to succeed. 2.2 ORIGIN OF TQM Slack (2004) explains that the origin of TQM was a development by several à ¢Ã¢â€š ¬Ã‹Å"quality gurusà ¢Ã¢â€š ¬Ã¢â€ž ¢ beginning from as early as 1957. Feigenbaum 1957 introduced the term TQM and he defined it as 2.3 WHAT IS TQM? Slack (2004) further goes on to state that TQM is best thought of as 2.4 TQM QUALITY INITIATIVES MANAGED Hannagan (2002) presents the thought that Organizations adopt TQM as a way of life as it is proved by quality throughout production until the product or service reaches the external customer. This process is measured by the quality of materials purchased from suppliers, the approach to defect control on the production line, the appearance of the building, the way problems are solved for customers, the way employees are organized and the organizations internal communication system. Hannagan (2002) continues by saying that Hannagan (2002) goes on further by claiming that TQM is a strategic approach within an organisation which can provide an à ¢Ã¢â€š ¬Ã‹Å"umbrellaà ¢Ã¢â€š ¬Ã¢â€ž ¢ under which a number of quality initiatives can be managed. These initiatives include: Statistical process control Right-first-time Just-in-time Quality assurance Benchmarking Quality circles Tauguchi method 2.5 CRITISM OF TQM IMPLEMENTATION Slack (20004) argues that These programmes may loose their impulse over time. This has been variously described as quality disillusionment and quality droop. Various researchers and consultants who have implemented TQM, Slack (2004) argues have put forward prescriptions which are intended to reduce the risk of recurring. These include the following: Do not define à ¢Ã¢â€š ¬Ã‹Å"qualityà ¢Ã¢â€š ¬Ã¢â€ž ¢ in TQM narrowly; it includes all aspects of performance. Make all quality improvement relate to the performance objectives of the operations. TQM is a means of improving performance and not an end in itself. TQM should not be viewed as a substitute for responsibilities of normal managerial leadership. It is important to note that ineffective managers are not made better simply by adopting TQM. TQM is not an attachment of a company. It should be integrated with and indistinguishable from everyday activities. TQM has a considerable intuitive attraction. It is sometimes tempting to exploit the motivation à ¢Ã¢â€š ¬Ã‹Å"pullà ¢Ã¢â€š ¬Ã¢â€ž ¢ of TQM rather than thoroughly thought-out plans. Different organizations will have different needs depending on their circumstances. TQM should be adapted to these circumstances. Companies may push quality for its own sake, and shift too much responsibility down to the shop floor. In addition TQM is incompatible with more radical improvement approaches such as business process reengineering (BPR). TQM may also imply empowerment and liberal attitude toward shop floor staff; however it is argued that this is merely a further example of management exploiting workers. Critics have been known to define TQM as à ¢Ã¢â€š ¬Ã…“management by stressà ¢Ã¢â€š ¬?. 2.6 QUALITY MANAGEMENT SYSTEMS (QMS) AND PROCESSES A SIMPLE FLOWCHART SHOWING HOW PROCESSES ARE CHARTED IN AN ORGANISATION SOURCE: http://www.praxiom.com/process-approach.htm QUALITY MANAGEMENT SYSTEM (QMS) PRINCIPLES AND STANDARDS SOURCE: http://www.abcb.demon.co.uk/iso9k2kworkbook_part5.html Quality management system seeks to identify external quality related input requirements specified in Licenses to Trade, regulations, specified customer requirements and the chosen management system standard(s). In addition quality systems seek to define performance measures, as applicable, to the system requirements and generate the result or evidence that system requirements have been executed. The next step is to measure, monitor and report extent of compliance with these performance measures.  [2]   To achieve a standard the first step is to implement a QMS. Implementing a QMS can help your business to: achieve greater consistency, reduce expensive mistakes, increase efficiency, gain customer satisfaction, effectively market your business, exploit new markets manage growth more effectively and constantly improve your products, processes and systems. 2.7 THE PROCESS APPROACH The ISO 9000 series of standards is the main set of International Standards applying to the management of quality systems. It includes ISO 9001, the key internationally agreed standard for a QMS. Achieving ISO 9001 certification could mean new business. This certification can help distinguish à ¢Ã¢â€š ¬Ã‹Å"youà ¢Ã¢â€š ¬Ã¢â€ž ¢ from competitors.   Slack (2004) refers to the ISO 9000 series as Slack (2004) recognizes that there are four additional principles which ISO 9000 stresses upon. He argues that quality management should be customer focused. In addition he states that quality performance should be measured. Thirdly Slack sees the need for quality management to be improvement driven. Fourthly top management must demonstrate their commitment to maintaining and continually improving management systems. ADVANTAGES AND DISADVANTAGES OF CERTIFICATION ADVANTAGES: 1. Increased Efficiency: Companies that go through the ISO 9001:2000 Quality Management Standards certification process have given a lot of thought to their processes and how to maximize quality and efficiency. 2. Increased Revenue: Studies have shown that ISO QMS certified companies experience increased productivity and improved financial performance, compared to uncertified companies. 3. Customer Satisfaction: Client confidence is gained because of the universal acceptance of the ISO standards. Customer satisfaction is ensured because of the benefits of ISO 9001:2000 QMS to company efficiency, consistency and dedication to quality service.  [3]   DISADVANTAGES: The actual change to ISO 9000 for operations can be very expensive. As is well known in business and industry, it is difficult to change the habits of long-time employees. New ways are usually resisted by everyone. This resistance cuts into profits and also decreases company morale. There are times when companies feel that the existing set of operational procedures is already working well and they do not feel a change is necessary. Now these companies have the choice of loosing a customer or implementing ISO 9000. Either way money is lost in the short term.  [4]   2.8 SIX SIGMA INITIATIVES Six Sigma simply means a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects in any process whether it is from manufacturing to transactional and from product to service. The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects.  [5]   Slack (2004) explains that Six Sigma processes are executed via belts. Master Black Belts are the experts in the use of Six Sigma tools, techniques and implementations. Six Sigma Black Belts can take a direct hand in organizing improvement teams. Green Belts work within improvement teams; they are not full-time positioned and have normal day-to-day process responsibilities. It is expected that they spend at least twenty per cent of their time in improvement projects. ARGUMENTS FOR AND against THE SIX SIGMA INITIATIVE Slack (2004) identifies the following positive perspectives of the Six Sigma initiative: Improvement activity is generally neglected in most operations and if it is to be taken seriously, it deserves the significant investment required. If operated well, Six Sigma improvement projects controlled by experienced personnel can save more than their cost. Slack (2004) identifies the following flaws of the Six Sigma initiative. It can be too hierarchical in the way it structures its various levels of involvement in the improvement activity. It is expensive. Training and improvement time can prove to be costly. 2.9 THE BALANCED SCORECARD The balanced scorecard is a strategic planning and management system that is used  to align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals. It was originated by Drs. Robert Kaplan and David Norton  as a performance measurement framework  that  added strategic  non-financial performance measures to traditional financial metrics to  give managers and executives a  more balanced view of organizational performance.   DIAGRAM SHOWING THE VIEW OF THE BALANCED SCORECARD FROM FOUR PERSPECTIVES SOURCE:http://www.balancedscorecard.org/BSCResources/AbouttheBalancedScorecard/tabid/55/Default.aspx The balanced scorecard suggests that we view the organization from four perspectives, and to develop metrics, collect data and analyze it relative to each of these perspectives: The Learning Growth Perspective includes employee training and corporate cultural attitudes related to both individual and corporate self-improvement. The Business Process Perspective refers to internal business processes. Metrics based on this perspective allow the managers to know how well their business is running, and whether its products and services conform to customer requirements. The Customer Perspective explains that the realization of the importance of customer focus and customer satisfaction in any business is essential. The Financial Perspective states that often there is more than enough handling and processing of financial data. With the implementation of a corporate database, it is hoped that more of the processing can be centralized and automated.  [6]   Quality indeed provides companies with a competitive edge. Total quality management looks at a companyà ¢Ã¢â€š ¬Ã¢â€ž ¢s operations holistically and determines best practice quality initiatives. Though there are pitfalls to the strategic implication of TQM, compilation of proper initiatives can reduce the occurrence of such pitfalls. TQM initiatives can also result in customer satisfaction, thereby resulting in customer loyalty. 3.0 METHODOLOGY Saunders (2003) simply defines methodology as Haralambos (2000) however goes a bit further by explaining what methodology is concerned with. He sees methodology as being The research to be conducted will take a deductive approach. This research approach is found to be the most appropriate, as a topic/ hypothesis is designed and a research strategy is designed to test the topic/ hypothesis. Although the research is a deductive piece of work, the researcher will adopt a mixed approach to data collection. That is the research paradigm will be a mixture of both qualitative and quantitative data. Generally the philosophies used are positivists and phenomenologist. Triangulation research will be conducted as this will increase validity and reliability. Research question: Can the adoption of total quality management (TQM) contribute to competitive advantage at NP? Having formulated the research topic it is essential that the researcher answers the research question. Thus essentially the researcher will undertake many strategies in addressing this question. By conducting structured research via hypothesis testing and analyze of information based on best practices and recommendations the answer to the research question will be attained. Thus the use of both primary and secondary data collection tools will be profound for this question. OBJECTIVE ONE: To critically assess the strategic total quality management initiatives at NP. In collecting data for objective one the researcher has found it fit to use case studies. Robson (2002) defines case study AS The data collection methods will include questionnaires, interviews, observations and documentary analysis. The researcher will select interviews and documentary analysis in an attempt to collect the data required. Interviews will be conducted by the researcher. Structured interviews will be utilized. Two groups will be targeted: quality control managers and quality supervisors. This will be done in an attempt to gain information based on the quality methods and standards N.P. currently has. Also to establish the quality initiatives deployed from subordinates in the upper section of the organizational structure. This data collection method will be of primary nature. Interviews will be conducted to these groups because these are the groups with the required information. Documentation analysis will also be selected as a means of data collection. The method used is necessary to gain information about N.P. and their documents based on quality control. It is intended to identify inspection points, certifications, specifications and any other relevant documents based on quality control initiatives. This data collection method is of secondary nature. This method will be used as it is upon these documents that N.P. thrives for their quality standards. Analytical technique: the funnel technique will be used in conducting interviews. Quality initiatives are not easily shared therefore by beginning the interview with general questions and narrowing down, the groups targeted will feel comfortable and easy going thereby gaining the information desired. Justification of methods: The researcher has found it useful to conduct interviews as detailed information is gained from people in a face-to-face situation, thereby allowing interviewers to explore issues in- depth. This method has its downside as it gives rise to the possibility of biasness due to interaction. In conducting documentation analysis the researcher will analyze documents in an attempt to identify trends in sales performance relative to competitorsà ¢Ã¢â€š ¬Ã¢â€ž ¢ performance with respect to the quality initiatives employed at this company. OBJECTIVE TWO: To evaluate the industry standards to benchmark TQM at NP. In collecting data for objective two the researcher found it useful to conduct surveys. Letts (2000) explains Saunders (2003) goes on further on this point by claiming that Data here is collected by using questionnaires, structured observations and structured interviews. Data collected from surveys are standardized, allowing easy comparison. The researcher will use questionnaires and structured observations in an attempt to collect the necessary data. A questionnaire will be constructed containing twenty five questions, in which respondents will be asked to answer. The questionnaire will be handed out to other companies within the industry. These companies include Bel-Ray, Castrol, Havoline and Shell. A total of 10 questionnaires each will be given out at these companies. These questionnaires will be given to members within the quality departments of these companies. These members will be randomly selected within the department. Questionnaires will be given out to these members as it was them who will have the required information. Structured observations will also be used to collect data. The researcher will adopt a participant observation approach to this method. While at the various service stations, quick shops and auto mechanic parts shops the researcher will spend time observing customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ choice of lubricants when other brands are available. In addition observations will be made based on the prices of other brands compared to N.P.à ¢Ã¢â€š ¬Ã¢â€ž ¢s brand and customer perception of quality based upon this factor. Research will be done on both customers and companiesà ¢Ã¢â€š ¬Ã¢â€ž ¢ quality departments. This will be undertaken as gaining an increased market share results in gaining a resource capability towards having a competitive advantage. Thus customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s preferences of one product over another will give the researcher the entities of what constitutes competitive advantage based on quality. Thus making room for opportunities for benchmarking based on specifications u tilized by other companies within the industry. Justification of methods: Questionnaires will be utilized as the researcher wishes to question a large number of individuals within a short space of time. Time would constraint the researcher in conducting interviews with 40 persons individually within the industry. Participant observation will be used in an attempt to gain a complete understanding of the views, preferences and beliefs of the people being surveyed. In addition the researcher will interact with individuals of the sample in an attempt to gain reasons for their choice. The researcher will acknowledge that there will be a major drawback by using questionnaires. That is they cannot address issues in-depth. It is for this reason that participant observation will be used hand in hand with the questionnaire as it will allow individuals to go in depth on issues. Analytical technique: the researcher will use cognitive access in an attempt to gain information from customers. Participant observation requires interactive processes, therefore it is crucial to gain entry and carry out the research. The researcher acknowledges the fact that informal acceptance from intended participants will be necessary in order to gain access to the required information. Cognitive access will be used as it is necessary for participants to feel understood and this will allow the researcher to gain an understanding of their social reality by allowing them to know what is being studied and the objective. This aims at making participants openly give information based on the objective of the research. Objective three: To ascertain the extent to which NP is in compliance with industry standards. Documentation analysis will be selected as the means of data collection for the attainment of this objective. This method is necessary for analyzing the information gained about N.P.à ¢Ã¢â€š ¬Ã¢â€ž ¢s documentations based on quality control. The N.P.à ¢Ã¢â€š ¬Ã¢â€ž ¢s quality initiatives discovered will be scrutinized along side information attained from the industry analysis. It is intended to identify gaps within the operation requirements relevant to inspection points, certifications, specifications and any other relevant quality control initiatives. This data collection method is of secondary nature. This method will be used as it is upon these analyses that gaps will be identified and compliance standards assessed. Justification of methods: documentation analysis was found to be the most appropriate method as it will provide comparative and contextual data. This method will allow the researcher to compare and contrast findings when compared to secondary data. OBJECTIVE FOUR: To formulate recommendations with reference to quality management best practice and based on research findings. In collecting data for objective three the researcher will use the multiple- source secondary data process. This objective will be achieved by evaluating the literature and documentary secondary data and matching up the findings to the survey- based secondary data. Documentary secondary data uses a combination of primary and secondary data. By reviewing the literature based on the selected topic, quality management best practice in relation to N.P. will be determined. In addition companyà ¢Ã¢â€š ¬Ã¢â€ž ¢s print out from their intranet will be used to gain an inside view of N.P.à ¢Ã¢â€š ¬Ã¢â€ž ¢s perspective of quality management best practice. Survey- based secondary data will allow the researcher to compare the findings gained from doing research via survey and case study methods to information derived from documentary secondary data. The researcher will be able to make recommendations based on this comparison. The comparison of the findings from both documentary secondary data and survey base secondary data will be necessary as this is the method which will reveal the necessary information. Justification of methods: The multiple- source secondary data process was found to be the most appropriate as it will provide comparative and contextual data. This method will allow the researcher to compare and contrast findings when compared to secondary data. The researcher however acknowledges the fact that there may be no real control over the quality of data. 3.1 ethical issues The research will guard against any unethical methods of data collection. Essentially the criteria relevant to the methods of data collection chosen are as follows: Voluntary participation and conformed consent: all participants will not be coerced into participating in the research. Consent will be sought after from all parties to be studied. All participants will be given a through breakdown on the study and its aims. Confidentiality and anonymity: the researcher will not seek after names or any personal information which may reveal the participantà ¢Ã¢â€š ¬Ã¢â€ž ¢s identity. This will be made clear to all parties in advance of the method of data collection. 3.2 Limitations of study When conducting research and collecting data one must consider the limitations of the study as this may provide boundaries and barriers to gaining a representative and accurate piece of work. The researcher will therefore guard against the following: Response rate: limited time and anonymity of respondents may provide barriers to the researcher for following up on people who didnà ¢Ã¢â€š ¬Ã¢â€ž ¢t respond, thus resulting in a low response rate. Scope of information: Companies cherishes their quality management secrets and guiding principles, therefore information on the characteristics of the quality management initiatives may not be divulged. Time: the limited timeframe allotted to conduct this study may constrain the researcher form collecting sufficient comparative data from competitors in an attempt to present a more in-depth comparative analysis. Generalization: due to the nature of the topic and the research objectives, the findings may not be applicable to other organizations. The situation, time and place may be of a different nature. 3.3 RESEARCH TOOLS The researcher will ensure that the tools and resources are available to carry out the research designs. These materials will include: Stationary tools: pens; paper and note pads. Data collection tool: questionnaires and voice recorder. Monetary tools: The researcher will require finances to reach destination to attain data. 3.4 MARGIN OF ERROR: DATA RELIABILITY, VALIDITY AND ACCURACY Reliability and accuracy: McNeil (à ¢Ã¢â€š ¬Ã‹Å"research methodsà ¢Ã¢â€š ¬Ã¢â€ž ¢) defines data as Data reliability therefore, is concerned with ideas such as: 1. The consistency of the data collected 2. The precision with which data is collected 3. The ability to replicate a piece of work. The reliability of data collected will be an important consideration since if data used is not reliable, then the conclusions or findings drawn will be fairly useless. Data reliability will be affected by such things as researcher bias into data collection processes, standardization and interpretation. The inability to record data accurately will cause the data to be less reliable. Validity: Data is only useful if it measures what it is supposed to measure. Validity refers to the extent to which the data collected gives true measurement of social reality.  [7]   When conducting research the concepts of reliability, validity and accuracy go hand in hand. It would be safe to say therefore that if data is reliable but not valid then it may have limited use. Also if data is valid, but not reliable the researcher may not be able to make general statements. In undertaking this research the researcher acknowledges the fact that the research will not be one hundred percent (100%) reliable, valid and accurate. However the researcher will make every attempt to achieve these in an aim to stand against scrutiny. The researcher will conduct the research in a highly professional, ethical and confidential manner. In addition all interpretations and collection of data will be made in an attempt to be unbiased. 4.0 Justification of time plan Essentially projects must conform to set deadline dates. Thus a plan is essential to ensure the successful completion within the timeframe allowed. The dates proposed are expected to conformation however contingencies will assist the researcher in any short comings. These dates are given in medium term expected time span, therefore any additional times required will be attained via slack times gained form other tasks running simultaneously. Therefore undergoing a successful dissertation a timescale becomes necessary to use to gain efficiency and complete the project on time. For the purpose of this study the duration will be six months. The stating date will be June 15th 2010 to December 15th 2010.