Total Quality Management in Consulting Firms in Nigeria
Abass J. O. *
Department of Building Technology, Federal Polytechnic Ado-Ekiti, Nigeria.
Shamsudeen Musa
Department of Building Technology, Federal Polytechnic Ado-Ekiti, Nigeria.
Obaju B. N.
Department of Building Technology, Federal Polytechnic Ede, Osun State, Nigeria.
*Author to whom correspondence should be addressed.
Abstract
This study investigates the extent of Total Quality Management (TQM) implementation among consulting firms in Lagos State, Nigeria. A total of 40 questionnaires were distributed, and 30 valid responses were returned, representing a 75% response rate. Of these, 11 firms (36.7%) reported active engagement in TQM practices. Among the TQM-practicing firms, 5 (45.5%) had documented TQM policies and quality control systems. Additionally, firms that allocated more than 2% of their annual revenue to TQM reported the highest benefits, including improved schedule performance, reduced rework, enhanced service quality, and increased customer satisfaction. The respondents included architects, civil engineers, builders, and quantity surveyors with professional experience ranging from 5 to over 15 years. Key barriers to implementation included lack of training (Mean Item Score [MIS]: 3.82), high perceived cost (MIS: 3.71), and time constraints (MIS: 3.71). Despite these challenges, the results indicate that TQM adoption, particularly when supported by formal documentation and financial commitment, can significantly enhance performance outcomes. A structured framework is proposed to support improved implementation of TQM across consulting firms in Nigeria.
Keywords: Total quality management, consulting firms, construction industry, quality control, customer satisfaction, Nigeria