Impact of Total Quality Management (TQM) on Service Delivery in Swaziland’s Sugar Industry

This study investigates TQM implementation in Swaziland’s sugar industry and its impacts on customer service delivery. A questionnaire was used to collect the data from respondents, who were employees of the Swaziland’s sugar industry.  Statistical techniques were used to analyze the data.  The findings indicated that sugar industry used TQM to increase profit margins and improve quality of products, improve productivity, enhance service delivery, customer satisfaction, increase product price and market share.  The findings also suggested that TQM can enhance service delivery to achieve greater growth of the industry.