An exploratory study of total quality management challenges during coronavirus disease: a case of Durban textile companies.

Abstract

This research focused on Total Quality Management (TQM) as an operations challenge in the textile manufacturing sector during the era of Coronavirus disease 2019 (COVID- 19), with the focus on textile manufacturing sector companies. South African textile companies based in Durban, KwaZulu-Natal, include Best Branding South Africa (BBSA) and Textiles Express (TE) were selected for the study. TQM is a philosophy that seeks to integrate all organisational functions such as marketing, finance, supply chain, and engineering, as well as production, and customer service, to focus on meeting customer needs and company objectives. Customer satisfaction is the main driving force in TQM and involves top management. One of the biggest challenges in the textile manufacturing sector is that COVID-19 has severely affected TQM operations. Some of the operational challenges include, but are not limited to such as, machine failures, materials, and rejects. The COVID-19 pandemic had an immediate effect on textile sales, trade, and production. TQM operational challenges include shutting down business operations, the decline in revenues, and a reduction in production. The main study aim was to determine the COVID-19 pandemic impact on TQM within the textile manufacturing sector. The objectives of the study include: determining operations challenges faced in TQM attributable to COVID-19, regarding planning at the two textile companies, BBSA and TE. Second, to examine strategies employed in the textile manufacturing sector by BBSA and TE to solve these TQM operations challenges. Third, to explore which strategies were used by BBSA and TE to assess the COVID-19 impact on TQM. Last, to determine mitigation measures BBSA and TE employed to alleviate TQM operations challenges during the era of COVID-19. Exploratory research design was employed to obtain more information on the current textile manufacturing industry status and evaluate the COVID-19 impact on TQM. A qualitative approach was used to collect primary data through interviews. Seven employees were selected from BBSA to participate, with eight employees selected from TE. Collected data were captured and analysed through thematic analysis, using NVivo version 12. The research findings from in-depth interviews revealed serious challenges in the textile industry due to the COVID-19 pandemic. Some of the identified challenges at BBSA include disruption of operations, reduction in sales, and delays in orders. At TE the challenges during COVID-19 include inadequate training of employees, lack of resources, and ineffective communication. The study recommends textile companies stay informed regarding the COVID-19 situation; this will assist in making informed decisions about business operations, while also securing cash flow, such as having a contingency budget in place.