Effect of implementation of quality management systems on employee performance in Nairobi bottlers limited

Abstract

Quality Management Systems is viewed as a programme that consists of a set of powerful interventions aimed at improving the capacity of an organization to compete successfully on the basis of cost, dependability, flexibility and it is further viewed as a key element of competitiveness (Maluleke, 2008). The aim of the study was to investigate the effect of the implementation of quality management systems strategy on employee performance in Nairobi Bottlers Limited as indicated by satisfaction of internal customers. The aspects of employee performance which were considered in this study include quantity of output, quality of output, timeliness of output, presence at work and co-operativeness. The study utilized descriptive research design whereby employees who have been exposed to the quality management system formed the population of study. The population was divided into three strata, that is, internal auditors, KORE team members and lead auditors trained in various ISO standards. This stratification formed a sample size of36 respondents. Data was collected using semi-structured questionnaires and interviewing. The questionnaires were administered using drop and pick method while the interviewing was personal unstructured interviewing. The collected data was coded and analyzed using qualitative and quantitative techniques. The quantitative data in this research was analyzed by descriptive statistics using statistical package for social sciences (SPPS) version 21.The analyzed was presented in charts, graphs and tables. The findings of this study indicated that implementation of Quality management systems affects employee performance in Nairobi Bottlers Limited in a positive way. This is through implementation of the various aspects of QMS in the organization such as proper documentation, training of staff on QMS, top management commitment and implementation of an effective traceability system. The study found that clear job responsibility affected employee performance in the organization to a very great extent. The study established that involvement of top management affected employee performance to a great extent. The study also revealed that employees understand the expectations of their roles due to the well outlined and documented job responsibilities and other procedures. This has increased the level of motivation of the employees as indicated by the improved Employee Engagement Scores. Since implementation of QMS the EES scores are above 65%.Top management commitment has contributed to improved employee performance since employees know that the management is capable of questioning the status of events based on the established procedures. The study recommends that the management should provide full support of the quality management system by ensuring that all the required resources are availed for the sustainability of the quality management system. New employees should be inducted into the quality management system inorder to understand how the system was implemented and the benefits which it has generated for the organization .The new employees should also be trained on QMS and be recruited into the team that is in direct touch with the quality management systems. The employees should ensure compliance to the various aspects of the quality management system and make it part of their day to day duties. Shareholders of Nairobi Bottlers limited should frequently review the progress of the quality management system and assess whether it's yielding the benefits which were expected during the implementation of the system.