Abstract:
The aim of this study was to assess the Quality Management Practices employed at Transnet Engineering Locomotive (TE) Maintenance in Bloemfontein, Free State regarding the quality of services rendered to clients. TE is where locomotives for Transnet Freight Rail, an internal customer, are repaired and serviced. The study aimed at contributing to efficient and effective quality transport service operations at Transnet through improved internal quality services. To achieve this, the study had to assess the efficiency and effectiveness of the current Quality Management Practices at TE and propose remedial measures for improvement.
A qualitative approach with structured interview questionnaire consisting of open-ended questions was used to collect data. The target population for data collection consisted of 50 employees at TE. A sample of 9 was selected from the population by applying non-probability sampling known as judgemental sampling also known as purposive sampling. The collected data was analysed using a qualitative method called framework analysis. Appropriate steps for data analysis in respect of framework analysis were used to arrive at the research findings.
It is important for any organisation to use a Quality Management System (QMS) effectively and ensure compliance with quality standards. Although TE has adopted and implemented ISO 9001:2008 to aid quality management, the study found that TE encountered challenges in the process. These challenges include negative attitude, lack of appropriate skills, poor workmanship and unsustainable practices. Based on these findings, it was recommended that ISO 9001:2008 Quality Management Systems should not just be used as a marketing tool for policy at TE but applied as practical and sustainable quality management system for quality service outcomes. It was also recommended that the identified challenges that inhibited the effective use of ISO 9001:2008 which raised concerns, be investigated further.
