Quality Management System Implementation in The South African Small, Medium and Micro Enterprises

Abstract

This study aims to measure the impact of implementing a Quality Management System (QMS) on Small, Medium and Micro Enterprises (SMEs) in South Africa. The results of this study were achieved by developing a questionnaire and interview questions. This study used a mixed methods approach. A total of 15 business owners participated in the study. The research findings indicate that few business owners have implemented QMS in their businesses. Others have challenges in implementing QMS. This research also reveals that a successful QMS implementation in small and micro enterprises ensures wastage and cost reduction, exceeding customer expectations, and improved control of processes. The study further indicates that QMS can improve the relationship of SMEs with their customers and help with sound decision making. The importance of the study dwells in its ability to show, particularly from the South African SMEs' perspective, the impact and importance of implementing QMS. Future study should consider expanding the respondent pool to a national scale to look at what findings indicate from a national level.