Effect of implementation of quality management systems on employee performance in Nairobi bottlers limited
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Date
2014-08-25
Authors
Mule, Winfred Mbinya
Journal Title
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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.
Description
Master of Business Administration,65p. April 2014, HD 62.15 .M82