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دور أداء الوظيفي و الزضا على ) Iso 9001:2008) املواصفة تطبيق

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دور أداء الوظيفي و الزضا على ) Iso 9001:2008) املواصفة تطبيق Sudan University for science & technology College of graduate studies Deanship of Development and Excellence Role of Implementation of (ISO 9001:2008) on Job Satisfaction and Employee Performance in DAL Food Group. (A case Study of Sayga Flour Mills) دور تطبيق املواصفة (ISO 9001:2008( على الزضا الوظيفي وأداء العاملين بمجموعة دال الغذائية." دراسة حالة: مطاحن سيقا للغﻻل " A Thesis Submitted in Fulfilment of the Requirements for the Degree of Master in Quality and Excellence. Prepared by: Supervised by: Shuhdy Shazaly Mawolod Shazaly Dr: Abdalmoneim Bashir February 2020 i Dedication To my beloved parents, whose love and prayer have sustained me throughout my life, and who gave me great encouragement to be the best I can be, and to have high expectations of myself. Despite the distance, I feel they are always with me, strengthening and guiding me. To the love of my life, my wife, my sons, and my daughter. Their strength and support helped me struggle through the most difficult and busy of times. Without their patience, this study would not have been completed. To my noble family, my brothers, sisters, nephews and nieces, who have been a continuous source of motivation and inspiration throughout the study. i Acknowledgment First of all, I would like to thank ALLAH (God), the most gracious and the most merciful, who provided me with the strength and patience to overcome many challenges along the way to achieving my hopes. My sincere thanks and appreciation go to ALLAH for giving me the perseverance and dedication to complete this study. I cannot express the depth of thanks and gratitude owed to my supervisors, Dr. Abdalmoneim Bashir, for his great efforts in motivation, assistance, professional guidance and commitment to facilitating the challenges throughout my academic journey. He have provided me with the helpful advice and deep insights that I needed to fulfil my ambition. I cannot thank them enough and I feel extremely lucky to have him as supervisor. I would like to thank the Sayga Flour Mills Case Study for granting access to their Staff to collect the required data. I would also like to thank all the respondents in the company for their generous cooperation. I wish to express my warm thanks to all staff in the College of graduate studies at the Sudan University for science & technology for their continuous efforts in offering a supportive study environment. I would like to express my sincere thanks to all my friends and colleagues for the wonderful collaboration we have worked on together, and I wish them all the best. ii Abstract The study aimed to examine the impacts of ISO 9001:2008 implementation on job satisfaction and employee performance as a part of quality management system for DAL Group with case study of Sayga Flour Mills. The study adopted descriptive research. The study employed purposive sampling to select population of interested in the study, A sample of 130 respondents chosen, comprised of: General Manager, Head of Department, Engineers, Employees and Workers. Semi-structured questionnaires has been adopted as tool of data collection under this study, First section: Personal Information (Gender, Age, Academic Qualification, Marital Status, Administrative Level, and Experience). Second section: Impacts of Implementation ISO 9001:2008 Quality Management System on Employee Satisfaction (29 Statements): Reliability of data was checked by applying Cronbach‟s Alpha = 0.92. Collected data and responses from questionnaires was coded and screened in the Statistical Package for Social Sciences (SPSS version 24) program for analysis. The study concluded that ISO 9001:2008 implementation has direct positive impact on quality and system standards, job satisfaction and performance of employee and the majority agreed that implementation of ISO have positive impact on Sayga Flour Mills. In light of findings, the study suggested some recommendations: all requirements of ISO 9001:2008 are generic and are intended to be applicable to all organizations, regardless of type, size and product provided, availability of human and financial support to increase job satisfaction, Several factors driving employee performance, the work environment, availability of support from senior management. iii ISO 9001:2008 ISO 9001:2008 SPSS version24 ISO 9001:2008 ISO 9001:2008 iv Table of content Content Page Dedication i Acknowledgment ii Abstract in English iii Abstract in Arabic iv Table of content v List of Tables vii List of Figures viii Chapter One: Introduction 1.1 Background to the Study 1 1.2 Research Objectives 2 1.3 Research problem 2 1.4 Research Significance 3 1.5 Research questions 3 1.6 Research hypothesis 3 Chapter Two: Literature Review 2. Introduction 4 2.1 Quality Management System (QMS) 5 2.1.1 The Concept of Quality Management 6 2.1.2 What is Quality Management System? 6 2.2 Principles of ISO9001:2008 8 2. 2.1 Auditing ISO9001:2008 9 2. 2.2 Quality management systems Requirements in ISO9001:2008 9 2. 2.3 Quality management systems ISO9001:2008 in Industry 9 2.3 The Employees 11 2.3.1 Employee Satisfaction 11 2.3.2 Employee Care? 12 2.3.3 Employee performance 13 2.4 Dal group (sayga flour mills) 13 2.5 History Details 14 2.6 Sayga Food Industries 17 2.6.1: Quality Policy 18 2.6.2: Sayga Company commitment 20 2.7 Previous studies 21 Chapter Three: Methodology 3.1 Introduction 29 3.2 Research Approach 29 3.4 Population of the Study (Target Population) 30 3.5 Sampling Design and Sample size 30 3.5.1 Sampling Design 30 v 3.5.2 Sample Size 31 3.6 Method of Data Collection 31 3.6.1 Primary Data 31 3.7 Data Collection Tools 32 3.7.1 Questionnaire 33 3.8. Questionnaire Reliability 33 3.8.1 Questionnaire Validity 34 3.9 Data screening 34 3.10 Ethical Issues 34 CHAPTER FOUR: Results and Discussion 4.1 Introduction 35 4.1.1 Rate of Respondents 35 4.2 Demographic Characteristics of the Respondents 35 4.2.1 Gender 36 4.2.2 Marital Status 36 4.2.3: occupation of Respondents 37 4.2.4: Experience of Respondents 38 4.2.5: Academic Qualifications of Respondents 38 4.2.6: Age groups of Respondents 39 4.3 Data analysis 40 4.4 Discussion 47 HAPTER FIVE: Conclusion and Recommendations 5.1 Conclusion 50 5.2 Recommendations 50 5.3 Suggestions 51 References 52 vi List of Tables Table Page Table 3.8.1: Reliability Statistics for Cronbach's alpha. 34 Table 4.2.1. Frequency of Gender of Respondents. 35 Table 4.2.2. Frequency of Marital Status of Respondents. 36 Table 4.2. 3. Frequency of occupation of Respondents. 37 Table 4.2. 4. Frequency of Experience of Respondents. 38 Table 4.2.5. Frequency of Academic Qualifications of Respondents. 38 Table 4. 2.6. Frequency of Respondents Age groups. 39 Table 4.3.1 Descriptive statistics of the first dimension attitudes toward the 41 Quality and System Standards. Tab Table 4.3.2 Inference statistics of the first dimension. 42 Table 4.3.3. Descriptive statistics of the second dimension Job Satisfaction. 43 Table 4.3.4 Inference statistics of the second dimension. 44 Table 4.3.5. Descriptive statistics of the third dimension Effect of ISO on Employees' Performance. 45 Table 4.3.6 Inference statistics of the third dimension. 46 Table 4.3.7 Correlations between ISO 9001:2008 and questionnaire domains 47 Table 4.3.8. Descriptive statistics of the impact of Applying ISO 9001:2008 47 in Syga Flour Mills. vii List of Figures Figure Page Figure 4.2.1. Frequency of Respondents Gender 36 Figure 4.2.2. Frequency of Marital Status of Respondents 36 Figure 4. 2.3. Frequency of occupation of Respondents 37 Figure 4.2. 4. Frequency of Experience of Respondents 38 Figure 4.2.5. Frequency of Academic Qualifications of Respondents 39 Figure 4. 2.6. Frequency of Respondents Age groups 39 viii Chapter One Introduction ix Chapter One INTRODUCTION 1.1 Background to the Study. The meaning of quality can be defined as understanding of customer‟s requirement, expectations and buying behaviors. Although many researchers have been carried out on quality and its significant level, quality still remains a term that is not easy to be understood and, as a result, many definitions of “quality” : Differences in the quality reflect the differences in the quality of some in gradient or attributes possessed by product. (Abbott, 1955). Quality is fitness for use. (Juran, 1974). Conforming to requirements. (Crosby, 1979). ISO 9000 Quality Management System refer to Fundamentals and Vocabulary ISO (2000), it has defined quality as a degree to which a set of inherent characteristics fulfills requirements. This definition has gathered the above three definitions of quality. The definition scope is not only covering product but also management system (ISO 9001) certification and performance in manufacturing industries (Yeap Hock Cheng 2004). Quality is an important issue for industrial organization. Therefore, during the last several years‟ quality management system have been promoted as a tool at improvement for many organizations. 1 The most well-known quality management system is the International standardization organization ISO 9001:2008 which has widely been adopted by industrial organizations. These organizations depend on their customers and therefore, should understand current and future customer needs, meet customer requirements and strive to exceed customers‟ expectation. Since the quality management system ISO 9001:2008 begins with customer requirements and ends with customer satisfaction, this research concentrated on measuring the impact of implementation ISO 9001:2008 (quality management systems on employee‟s satisfaction), internal customers. 1.2 Research Objectives The research aims to achieve the following: 1.
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