Effect of change management initiatives on total quality management implementation in Kenya's manufacturing sector: a case of central glass industries, Kenya
Ngure, Edwin Ndambiri
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Implementation of TQM enables organizations to continuously improve quality of their products and service to meet and satisfy changing customers needs. This takes place within a dynamic changing environment brought about by competition and demand for higher quality. The primary purpose of this study was to determine the effect of change management initiatives on TQM implementation in the manufacturing sector in Kenya. The rationale of the study being that changes are inevitable hence if these effects are identified and analyzed, mitigation plans can be drawn to avoid those that may impact negatively on successful implementation of TQM. The study used descriptive survey in selecting the samples through which data was collected. Study population consisted of the entire staff of CGI numbering 215 and some 24 customers within Kenya. CGI staffs were stratified into two categories as per appendix 1 ,2 and 7 the other group comprised of customers within Kenya as per appendix 6. Both open and close-ended questionnaires were used to collect data but where necessary researcher made observations of quality activities and also interviewed some respondents. The major finding from study was that changes taking place in CGI affects TQM implementation as demonstrated by changes in top management commitment, low evaluation of staff against TQM principles, overstretching of production facilities upon implementation of a change, confusion that accompanies a change and poor planning in TQM implementation as a result of other changes. The other finding was that though customers appreciate CGI's level of TQM activities they would like to see more top management commitment in addressing quality issues and meeting customer requirement timely. Lastly, CGI should be proactive in getting feedback from customers and where possible benchmark areas of excellence. This brings to the conclusion that, changes irrespective of size need to be properly managed otherwise the end result ends up being a costly exercise with no tangible benefits.