Browsing by Author "MOUACEM, Imene Nour El Houda"

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    The impact of total quality management on the Algerian beverage industry: between economic performance and customer satisfaction–a case study of NCA Rouiba
    (2025-07-03) BELHIMER, Khaoula; MOUACEM, Imene Nour El Houda
    Total quality management (TQM) is a strategic and comprehensive approach aimed at ensuring quality at every stage of the process, involving all stakeholders in the company, managing health risks and promoting continuous improvement to ensure customer satisfaction. To study its impact on the beverage industry in Algeria, a three-part methodology was adopted: a survey of 1,050 consumers to understand their expectations, an analysis of 12 certified companies to assess the involvement of quality management systems, and finally an in-depth study within NCA Rouiba based on 51 internal responses and key performance indicators to see the impact of total quality on economic performance and customer satisfaction within NCA Rouiba. The results show a strong consumer preference for local brands (Ifri, Hamoud Boualem, Rouiba), financial improvement for 83.33% of companies, and an increase in market share for 66.67% of them thanks to QMS. At NCA Rouiba, despite a good understanding of TQM by managers, the limited participation of operators (only 56% ISO-trained) hinders the spread of a comprehensive quality culture. However, significant progress has been observed in terms of hygiene, energy efficiency, occupational safety and document control, accompanied by a 15% increase in turnover between 2017 and 2024, confirming the key role of TQM in improving internal performance, sustainable customer satisfaction and strengthening economic performance.