Abstract:
The study examines quality management (QM) practices after-sales service delivery from the
perspective of selected engineering firms in Ghana. The study's four objectives were to: analyze
the dimensions of QM practices; identify the QM practices required for efficient after-sales
service delivery; investigate the direct effects of QM on competitive advantage; and investigate
the impact of QM practice training on service delivery in the engineering firms that were
chosen. In all, 72 management staff from Cummins Ghana Ltd, Mantrac Ghana Ltd, and
Panafrican Equipment Group responded to the questionnaire. This study employs a descriptive
research technique to give perspective and in-depth analysing of QM practices in after-sales
service delivery. The findings showed that engineering businesses' top management was more
committed to improving the quality of services delivered by making quality management
choices, creating a culture of quality, and recognizing, motivating, and supporting staff
members. The top management support helped the engineering firms meet customer wants,
increase corporate confidence, and bring in more clients, sales, and repeat business. To enhance
the QM practices after-sales service delivery in the selected engineering firms, the researcher
recommends that employee involvement in decision-making, employee training, management
support, and adopting strong leadership as well as focus on the customer must be enhanced.
Finally, limitation for the study and future research were identified.
