Browsing by Author "Ouma, Erick Oluoch"

Now showing 1 - 2 of 2
  • Thumbnail Image
    Item
    Effects of Customer Focus on the Employee Performance of Chloride Exide in Kenya
    (paperpublications, 2025-04) Ouma, Erick Oluoch; Kimencu, Linda
    Abstract: This study investigates the influence of customer focus, a core principle of Total Quality Management (TQM), on employee performance at Chloride Exide Ltd in Kenya. The problem identified was the limited understanding of how customer-centric strategies impact internal performance metrics in Kenyan organizations. The study’s objective was to determine whether customer focus, as practiced within TQM frameworks, positively influences employee performance. A descriptive and causal research design was employed, with data collected from 172 employees using structured questionnaires and analyzed using descriptive statistics, correlation, and regression analysis. While descriptive findings showed strong agreement that customer focus enhances performance (mean = 4.07), inferential analysis revealed a negative but statistically insignificant relationship. The study concludes that while customer focus may improve perceived employee performance, it does not significantly affect measurable outcomes. Recommendations include exploring intervening variables such as job satisfaction and organizational culture. These findings contribute to the growing discourse on TQM’s internal impact in developing economies
  • Thumbnail Image
    Item
    Total Quality Management Practices and Employees Performance in Chloride Exide Kenya
    (Kenyatta University, 2025) Ouma, Erick Oluoch
    The study investigates the correlation between Total Quality Management (TQM) practices and employee performance in Chloride Exide, Kenya. Specifically, it sought to determine the impact of customer focus, adoption of continuous improvement, employee involvement in decision-making, and management support on employee performance. The systematic approach theory, McGregor's X and Y theories, and scientific management theory guided the research. A descriptive study design targeted 300 employees from Chloride Exide branches in Eldoret, Kisii, Kisumu, Nairobi, Mombasa, and Thika. A stratified sampling design followed by random sampling was used to obtain a sample size of 172 respondents. Data was collected through semi-structured questionnaires, with questionnaire validity and reliability pre-tested through a pilot study. The data from the questionnaire was analyzed quantitatively using SPSS, employing descriptive statistics, inferential analysis, and multiple regression to assess the extent to which dependent variables affect independent variables. The data averagely gave a Cronbach’s Alpha of 80% suggesting data was fit for further analysis. The results indicated a questionnaire return rate of 97.7% and an average reliability of 0.8752. Demographic information showed that most respondents were 36-45 years old, and most had a bachelor’s degree. The descriptive statistics indicated that in more than 50% of all cases of the set of survey questions, the respondents acknowledged the importance of TQM practices on employee performance in Chloride Exide Ltd. Correlational analysis indicated that continuous improvement and employee involvement are statistically significant at p-value=0.01 to employee performance at Chloride Exide Ltd. with Pearson Correlation value of 0.237 and 0.44 respectively. Customer focus positively correlated with employee performance and is statistically significant at p-value =0.05. Only top management had a weak negative relationship with employee performance, and the relationship is not statistically significant. Regression analysis results indicated that customer focus, continuous improvement, and top management had a negative linear relationship with employee performance, while only employee involvement had a positive linear relationship and was statistically significant with employee performance at Chloride Exide Ltd. The findings from the research is valuable for organizational leaders and practitioners seeking to enhance employee performance and overall organizational effectiveness based on TQM practices. Future studies need to consider the impact of TQM practices across different organizations.