If small companies and businesses wish to satisfy customers and maintain a competitive advantage, they must focus on constantly delivering products and services of the best quality. The project investigated possible methods and processes that would assist the Swemgat Franchise in achieving this goal. Through analysis of available literature and methods, an ISO 9001 based Quality Management System was selected for development and implementation. The system, it was decided, would be supported by a Content Management System provided in the form of Liferay CMS, to support information and knowledge management. The systems were developed to function and integrate within the Franchise operations and improve the current processes. The project served as the first step for the Franchise towards Total Quality Management and provides the procedures, methods and framework required to assist them in constantly and continuously satisfy customer requirements and provide quality products and services.
Thesis (B Eng. (Industrial and Systems Engineering))--University of Pretoria, 2009.