TOPIC

An internship report carried out from the 4 of July to the 4of September at presprint limbe on the effect of

quality control on customer satisfaction.

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 CERTIFICATION

This is to certify that this report titled “An Internship report carried out from 4st of July to 4th of September 2032 at

Presprint limbe on the effect of quality control on customer satisfaction it has been carried out by Geh Emmerencia Ewih

For the award of a Higher National Diploma in logistics and transport management

(Insert Name of Field Supervisor)

Signature………………………. Date…………………………….

(Area for office stamp of the institution in question)

(Insert Name of Academic Supervisor Here)

Signature………………………. Date…………………………….

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 DECLARATION

I Geh Emmerencia Ewih declare that I am the sole author of this report. I understand the nature of

plagiarism, and I am aware of the institution’s policy on this. I declare that this report is an original work by

me and contains neither material previously published by another person nor material that has been

accepted for the award of a certificate in any other institution, except where due acknowledgment have

been made.

Signature………………………… Date……………………………..

(Insert Name of Student here)

(Student’s signature)

DEDICATION
This piece of work is dedicated to my father Bong Thormas 's Family

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 ACKNOWLEDGEMENTS

I want to say a big thanks to my supervisor M.R ATAAH M. FONDEH for making sure I remain on track

I want to give special thanks to the entire presprint company p.l.c and all it workers for the conducive

environment they provided for me during the internship

A special appreciate goes to HIBMAT university institution of Buea (HUIB) for their continuous and

tirelessly effort to provide me with qualified staffs to impact me with the required knowledge in my

professional field

I'm most grateful to my family members that is my Geh Elizabeth Bih and my father Bong Thormas Geh

and my friend Bong Kingsley Fuh for the financial and moral support they gave me in my accedemic life I want

to say a special say in this light that may the almighty God reward you all

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 ABSTRACT

This is an internship report done at presprint limbe from the 4of July to the 4of September 2023 on the effect

of quality control on customer satisfaction. The intern had main objective to blend theory and practice that will

better the intern understanding.

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 TABLE OF CONTENTS
CERTIFICATION....................................................................................................................................................i

DECLARATION....................................................................................................................................................ii

DEDICATION.......................................................................................................................................................iii

ACKNOWLEDGEMENTS...................................................................................................................................iv

ABSTRACT............................................................................................................................................................v

CHAPTER ONE

GENERAL INTRODUCTION

1.1 Definition of internship.....................................................................................................................................1

1.2. The significance of internship..........................................................................................................................1

1.1.3 Presentation of the company..........................................................................................................................2

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1.3.1 Company history............................................................................................................................................2

1.3.2 Brief description of the various departments and their functions...................................................................2

1.3.3 Organizational Structure of the Organization.................................................................................................3

1.4. Definition of terms...........................................................................................................................................5

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 CHAPTER TWO

LITERATURE REVIEW

2.1 CONCEPTUAL LITERATURE.......................................................................................................................6

2.1.1 First concept (The concept of Profitability)...................................................................................................6

2.1.2 Second Concept..............................................................................................................................................6

2.2 THEOEITICAL LITERATURE.......................................................................................................................7

2.2.1 Customer focus theory (Garry Logan June 2021)..........................................................................................7

2.2.2 Continuous improvement theory (W Edward Deming 1950)........................................................................7

2.2 3 Comparison Level Theory (Leon Festinger 1954).........................................................................................8

CHAPTER THREE

INTERNSHIP ACTIVITIES

3.1. Week one and two............................................................................................................................................9

3.2 week Three and four..........................................................................................................................................9

3.3 week five and six.............................................................................................................................................10

3.4 week seven and eight.......................................................................................................................................10

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 CHAPTER FOUR

ANALYSIS

4.1 comparison between theory and practice........................................................................................................11

4.2 Similarities between theory and practice.........................................................................................................11

4.3 Interns challenge..............................................................................................................................................12

4.3 Company challenge.........................................................................................................................................12

4.3.1 Cause of company challenge and resulting consequences...........................................................................13

CHAPTER FIVE.

Conclusion and recommendation.

5.1 conclusion........................................................................................................................................................14

5.2 Recommendation.............................................................................................................................................14

5.2.1 Recommended in line with the focus area....................................................................................................14

5.2.2 General Recommendations for the company...............................................................................................15

REFERENCE........................................................................................................................................................16

APPENDICES.......................................................................................................................................................17

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 CHAPTER ONE

GENERAL INTRODUCTION

1.1 Definition of internship

Internship is a voluntary academic and temporal work placement often undertaken by student at the university

and college level. Internship has increasingly turn into a core interested for higher education sector.in recent

years non attractive nonacademic graduate attributes such as career management skills have become more

attractive for university to spot mostly in order to meet the demand for prospective employer (Bridge 2009).

Internship aim is to integrate and effect and process that relates to higher education and literature on the

organization setting and career development concerns. Again internship aim is to empirically demonstrate such

education effect. Internship affect academic achievement this is because anecdotal evidence suggests that

excellent student comes with excellent reference including internship experience. There is no doubt that

circumstances study specifically relating to business education and training has shown that compared to no such

experience, internship association with greater perceived attractiveness or higher job application to recruiters

(Taylor 1988). with graduates obtaining a job satisfaction more quickly and more easier and with bigger salary

level as well as an increase job satisfaction and in recent years university across the western world have

increasingly of career furthering measure (Bridgestock 2009)

1.2. The significance of internship

The main objective of this internship was to blend theory with practice which will better the intent

understanding and create friendly relationship with the professional in the field.

To be able to meet the requirements for the Higher National Diploma I. Logistics and transport management.
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To be able to acquire exposure in the working environment resulting in the development of the practical

knowledge and confidence.

To develop interpersonal managerial and communication skills.

To meet learn and apply theoretical knowledge practically in the work place.

1.1.3 Presentation of the company.

In order to meet the requirements for the Higher National Diploma in logistics and transport management the

intern was opportune to carry out a two month internship from July 4to September 4 at Pres-print limbe it is a

public limited company own by the Presbyterian church in Cameroon, and it's concern with the printing of

books, T-shirt cups and also deals with the production of driving license and has their main department which

include the printing department screen printing department and the project driving license department. And

other sub department.

1.3.1 Company history

Presprint is a public limited company created in 12Decemberb 1991 but began functioning in 1992.own by

Presbyterian church of Cameroon and control by the moderator (R.T Rev Fonki Samuel. The company gold was

to become the biggest printing house in the whole sub Saharan Africa in 2025 and the company is 32years of

age.

1.3.2 Brief description of the various departments and their functions

1. Screen printing department

Also non as graphic designing department it is headed by a manager non as M.r Voma festus he has an assistant

and there are about ten workers in that department. This department is specialist in the printing of cups t-shirts,

banners, and stickers their Sagan is anything thinkable is printable.

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2. The printing department

This department has so many sub departments like marketing department that is where their jobs start and end

they are responsible for receiving customers order follow it up until the customer received his product we also

have typesetting department, mountain department, printing department and finishing department.in the

finishing department quality control is carried out to ensure the customer order are on track and there's no

mistake .The project driving license department .it is based in the printing of driving license all over the

country .

1.3.3 Organizational Structure of the company

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Figure 1 ORGANIGRAM OF PRESPRINT PLC

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1.4. Definition of terms.

Quality is the degree to which an object or entity for example products or services satisfies a special set of

requirements.

 Customer: according to Oxford dictionary is a person or organization that buys something from a shop.

 Job sheet: is a document use by a company to register what the customer want for example it can be used to

register the name, color and amount of books a custom want.

 Bin card: is a document use by a company to register the amount of good leaving the warehouse so as to

ease their replacement.

 Invoice: is an itemized commercial document that recorded the product or service delivered to the customer.

 Control sheet: is use by a company to record and control the various steps a particular order will pass out

through before it final product

 Quality control (QC) is a procedure or set of procedures intended to ensure that a manufactured product or

performed service adheres to a defined set of quality criteria or meets the requirements of the client or

customer

 Record book: it is a document use in the warehouse to record all sales transactions.

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Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of
how products and services supplied by a company meet

CHAPTER TWO

LITERATURE REVIEW

2.1 CONCEPTUAL LITERATURE

The following are different definition from different authors which are related to Quality control and

Customer satisfaction.

2.1.1 First concept (The concept of Profitability)

According to Adam Hayes quality control is the process through which a business seeks to ensure that the

product quality is maintain or improved Alford and Beauty defines quality control recognition and removal of

identifiable cause and defects and variable from the set of standard.

J.A Shubin to him quality control is used to connect all those activities which are directed for defining,

controlling and maintaining quality.

2.1.2 Second Concept

Oliver "2014"defined customer satisfaction as the judgment that a product or service provider or is providing a

pleasurable level of consumption related fulfillment including level of under or over fulfillment.

Anderson and Sullivan "1993"define customer satisfaction as the purchase evaluation of product quality given

repurchase expectations thus customer satisfaction is a customer's evaluation summary judgment of

consumption experience that is associated with customer and firm level of outcome.

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According to Joseph Juran quality means fitness for use. According to Philip Crosby quality means

conformance to requirements.

2.2 THEOEITICAL LITERATURE

2.2.1 Customer focus theory (Garry Logan June 2021).

The theory suggests that organization should be constantly monitoring customers need and preference

in order to identify new opportunities for growth and innovation. Customer focus theory have been applied in

various setting including marketing, product development.one if the key strength of this theory is its ability to

prove a frame work of understanding how customer needs can impact organization performance.

2.2.2 Continuous improvement theory (W Edward Deming 1950).

The continuous improvement theory reflects the idea that organization should constantly implement incremental

improvement to service, product and process. The approach applies to every industry and size of business

several central principles guide the continuous improvement theory which are focus on customer, benefiting

from employee idea, leadership support applying incremental change using data oriven method and continuous

improvement software. I've shared an answer for you, come and take a look, it can help you to improve the

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continuous improvement theory includes kaizen which is a Japanese word that means change for the better or

continue improvement it emphasize the involvement of all employees and implementing small incremental

improvement in their work process another is plan, do, check, act cy

cle also non as the Dyming cycle is a systematic approach to Continuous improvement it involves four steps the

planning, checking doing and acting this cycle promote a structure process of improvement. Also, we have the

employee involvement continuous improvement theory recognize that employee are the closest to the process

and have valuable inside the pot

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2.2 3 Comparison Level Theory (Leon Festinger 1954).

According to comparison theory satisfaction is not only evaluation of a product or service after it has been

consumed. Instead it is the comparison level or degree to which a product or service is better than any of the

other options that are available in the market. The theory suggests that consumers set a comparison level in their

minds with respect to several aspect while they begin evaluating a product or service. The extent to which a

product meet or exceeds the comparison level is the basis of customer satisfaction personality factors. People

who have a high social comparison orientation, so engage in frequent social comparisons, tend to exhibit

negative affectivity and uncertainty of the self, a strong sensitivity and empathy to the needs of others, and a

high chronic activation of the self. In some respects, appearance-based social comparison fits this pattern.

However, dominant cultural beliefs about appearance do influence the types of appearance comparisons

individuals make and can be seen as fostering a pattern of self-depreciating comparisons. Therefore,

appearance-based social comparisons present a potentially fruitful target for body image interventions. The

main tenets of social comparison theory will be considered before the implications of this theory for body image

are discussed.

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 CHAPTER THREE

INTERNSHIP ACTIVITIES.

INTRODUCTION

During the period of internship from the intent time at presprint limbe she carried out the following activities

which help improved her skills

3.1. Week one and two

During the first week of the internship, the intern was introduced to workers in the company thereafter she was

given a rundown of the company rules and regulations and a brief history of the company this was done by the

head of the human resource department During the second week she was placed at the screen printing

department where she was welcome by the head of that department with prayer and a welcome speech.

thereafter ,she was taught on how to print on T-shirt with the use of a hit press machine she was also though on

how to print on cups, print stickers, banners and was taken to the dark room where she was though on how

screen are produced and why they are produced in the dark room.

3.2 week Three and four.

During the third and fourth week the intent was transfer to the marketing department there she was taught on the

different document use for in this department like that job sheet, control sheet and an invoice. here, she learned

that jobs in this organization started and ended in this department then she was again transferred to the

typesetting department here they received job sheet sent by the marketing department and interpreter it is here

that they do the coloring, designing, in order for the books to be printed. Everything is with the use computer.

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3.3 week five and six

During the five and six week the intent moved to the mounting department. Here, she was though on how to use

the different machine in this department and their functions for example the film cleaning machine she was also

taught on how to produce a dummy and how to transfer the information on cal to a plat and the use of the

ultraviolet light. Thereafter she was transfer to the finishing department where she saw how quality control is

carried out on books before they are delivered to the customer this is done by cross checking the book one after

the other after they have been printed.

3.4 week seven and eight

During the seven and eight week the intent moved to the store department here, she was taught on the the

verious department of the organization function and she was also taught on the verious document use in the

store like the bin card which is is a document use to record good that leave the store.At The end of the

internship she was then introduced to the general manager of the company who gave her words of inspiration

and the she was given a reward.

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 CHAPTER FOUR

ANALYSIS

INTRODUCTION

At presprint limbe the intent was able to compare and blend theory and practice work carried on the field and

was very important and satisfactory because one of the main objective was to see the percentage of what is

actually practice in the real world with what is being studied in the class room.

4.1 comparison between theory and practice

During the intent time on the internship at the marketing department the intent was made to understand that the

procurement process of the company that is from need generation by the warehouse manager to procurement is

done immediately by the marketing department which is different from what she was taught in class.

Also,,in class the intent was taught on the different methods of raising capital to finance a project that is through

loans,or selling of shares in a public limited company but this was not done In presprint dispite their financial

difficulties and it being a public limited company.

Again, the intern was opportune to weakness the difference ways through which the company outsource it

material which was somehow different from what she was taught in class.

Again, the intern was though in class that qaulity control is carried out in all stages of the production process but

this was not done In presprint because here quality control is carried out only when the books are produced

4.2 Similarities between theory and practice

During the internship the intent saw alort of similarities between theory and practice while working in the

company.

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In school, the intent was taught on how good are stored in the warehouse and the difference method and ways of

storing good in the warehouse that is class based, randomise, dedicated.and FIFO in FIFO out just to name a

few . During the internship it was put into practice when she was asked to store good in the warehouse.

In school, the intent was taught on the different types of packing that is primarily, secondary and tertiary and the

difference material use to package good like glass, plastic, wood or pallet. And it was practice when the intern

was asked to package books, T-shirt, cups for them to be delivered to the customer

In class,the intent was taught on how quality control is important to the success and progress of an organization

for example it increases customer satisfaction this was weakness in presprint as she saw how proper quality

control has greatly contributed to the success of the organization

In schoo

4.3 Interns challenge

Interning in presprint limbe was never a mistake because activities were in line with what the intern is learning

in school. The intern actually blend theory with practice. Even though she was faced with some challenges that

will be explained below.

 In the intern first day at work she was ask to print number on T-shirt which was a big challenge to

her.

 The intern carried out her internship when the anglophone crisis was on going this was a problem to

her because they were days she was unable to go to work

 The internship was carried out during the raining season this was a challenge to the intent because

she was on abel to go to work because of heavy rain fall that will at times cause flood.

 The intern also face ifficulties adapting with the company environment

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4.3 Company challenge.

The company main objective is to become the biggest printing press in sub-Saharan Africa this is a challenge

because the company is facing stave competition from other printing press around town.

The company has so many workers but is headed by an individual who is the General Manager this is a problem

because every human has his or her own character which cannot be managed by a single

individual

The company is also face with the problem of noise pollution since most the machine produce noise that causes

problem in the environment

4.3.1 Cause of company challenge and resulting consequences

Steve compitition from other printing house:Pres-Print is faced with the problem of stave competition this is as

a result of the availability of so many printing press found around the area. And this has led to a fall in demand

and a decrease in profit

Noise pollution:Presprint is faced with the problem of noise pollution which is as a result of company machine

found in that company this is unpleasant to both the workers and the environment as a whole.

The location:Presprint is located along the coast and this area experience heavy rain fall flood and it is concern

with the production of books in case of heavy rain fall or flood their product cannot be delivered and it can lead

to dissatisfaction of customer because of a delay in delivery.

Inadequate finance : presprint has limited company to finance their project and this has hinder the development

of new department and the introduction of new machine to ease the work in the company.

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Sea breeze:Presprint is located close to the sea and majority of the machine and cals are distroiy by sea breeze if

not well protected

The anglophone crisis: presprint is located in an anglophone zone and it was greatly affected by the anglophone

crisis they were forced to resume work on Tuesday and increase their work time from four pm to five pm during

work todays.

Mannual work: quality control in presprint and other activities are done mannualy there's limited use of modern

technology this has increased the work load in the company and increase cost as well.

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 CHAPTER FIVE.

Conclusion and recommendation.

5.1 conclusion

At the end of the internship the intent gained knowledge on the important of quality control in a business

life .she also gained knowledge on how books are printed, how T-shirt cups and banners are printed. She was

opportune to practice like printing, storing good in a warehouse and this has added value in the intern

educational and financial status.

5.2 Recommendation

Every organization work in line with it customer and they all aim providing their customers with the best

quality ever this is to satisfy to satisfy their customers, increase sales and maintain the loyal once this can only

be possible if proper quality control is carried out in each stage of the production process. Quality control is

carried out in each stage of production it do not only ensure quality product but it also makes sure the good are

produced within the shortest time ever

5.2.1 Recommended in line with the focus area.

Quality control is the process through which a business seeks to ensure that product quality are improve it has

contributed greatly to the growth of the most business. Custorner will buy high products than low quality

product. Quality control ensure that product produces are of good quality and make sure the quality is improved

in order to satisfy customer demand.

Customer satisfaction is also another reason for continuous growth of some business. When a customer is

satisfy he became a loyal customer and even advertise the product to different customer and this will lead to an

increase in sales.
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5.2.2 General Recommendations for the company

Presprint say "if it's thinkable it's printable" that is anything you can think of come to us we will print it for you

another says

Presprint should borrow money from the government or from commercial banks to finance the incomplete

project and to buy the necessary part needed for the ideal machine in company to start working this will

generate more income in the company.

Presprint should probably pack and secure thier kalls and properly cover their machine this will limit or prevent

them from being affected by sea breeze.

Presprint should provide their workers with equipment that will prevent the noise from those machines to affect

them and they should comperset does around the company who are affected by the noise from the machine.

Presprint should partner with other individuals or company this will enable them raise enough funds to finance

their projects

Presprint should buy machine that can help in carring out quality control this will limit the amount of error,

reduced cost and increase profit.

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 REFERENCE .

Crossby B.P(1979) quality is free the act of making quality certain MC Grow Hill.

This book explains the concept of qaulity is free and impact of quality control on customer satisfaction

and organization performance .

Juran J.M and Godfry A.B 1999) . This classic reference on quality management discusses the relationship

between quality control and Customer satisfaction.

Besterfield D.H(2013) Quality control (9 ed)

This book provided a comprehensive overview of quality control principles and practices including

their impact on customer satisfaction

Garry Logan ( customer fucus theory June 2021)

W.Edward Deming (continuous improvement theory 1950)

Leon Festinger (comperison level theory 1954)

Deming W.E (2000) out of the crisis

Deming influncial work on quality management emphasize on the criteria role of quality control in driving

customers satisfaction and business success

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APPENDICES

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APPENDICES

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