Date of Conferral







Pamm Kemp


In a petroleum producing company in Nigeria, a continual rise of procured technicalmaterials' quality-related problems increased costs in the procurement overheads and technical services from $10.45M in 2012 to $19.00M in 2017, which is an 82% increase, aside the substantial financial outlay in implementing total quality management. Inquirers have attributed the continual quality-related problems to little attention given to total quality management practices (TQMP), employee training deficiencies, reduced quality control, and indecorous process management. This phenomenological study explored managers' lived experiences about total quality management practices connected to procurement performance. Less is known how managers' experiences contribute to quality performance and planned change initiation for continuous quality improvement. The conceptual framework consisted of planned change theories of Galambos, Dulmus, and Wodarski and Packard. Data were collected through semistructured interviews with 12 participants across eight organizations. Data were transcribed and analyzed as per van Manen's hermeneutic principle (whole-part-whole model). The study findings showed that TQMP (inspection tests and planning, quality assurance and quality control, process management, supplier relationship management, adherence to specification, and employee training) from managers' lived experiences initiated a planned change process and continuously improved quality performance. The study results could contribute to positive social change by aiding managers in addressing any challenges total quality management practices may pose on the procurement system and ensure quality skill acquisitions by local content employees and local technical suppliers.