Browsing by Author "Bett, Joy Cherotich"

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    Total Quality Management Practices and Performance of Insurance Companies in Embu County, Kenya
    (Kenyatta University, 2024-06) Bett, Joy Cherotich; Waithaka, Paul
    Insurance companies offer a crucial role in the in Kenyan economy by funding projects, enabling financial security and capital creation. Despite the crucial role, the market entry of insurance is low in Kenya being 2.7 percent compared to 6.28 percent global average. The sector has also been reporting poor performance and declining returns with some of the firms being put under statutory management while others have collapsed. This study aimed to determine how total quality management methods affect insurance company performance in Embu County, Kenya. The study specifically evaluated the impact of process approach, customer focus, continuous improvement, and fact based decision making on performance. Quality management, Kaizen and Balanced Scorecard theories guided this study. Descriptive design was utilized and 182 employees of all the 13 insurance companies operating in Embu County, Kenya were surveyed. The study sample size was 125 respondents and primary data was used. The findings showed that insurance companies have adopted quality management techniques, which had a beneficial effect on improved performance. In particular, the inferential results showed that the performance of insurance companies was positively and significantly affected by continuous improvement, client focus, process approach, and fact-based decision making. The study concludes that insurance companies' performance is positively impacted by quality © Author(s) Licensed under Creative Common Page 270 management practices. The study suggests that in order to improve performance, the enterprises should implement total quality management practices. The study recommends policymakers to develop regulations that guarantee insurance companies embrace and use quality management methods