An examination of extent of application of total quality management (TQM) principles to logistics operations of selected humanitarian-aid Ngos in Kajiado District
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Date
2013
Authors
Ohana, Matthias Omondi
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
The importance of quality for organizational performance and success on the market is
widely recognized in business literature .and practice, Indeed a lot has been written on how
quality has impacted positively the performance of many organizations around the world,
Among the many approaches to management of quality that have been suggested, one of the
most popular and most often recommended approaches is the philosophy of total quality
management (TQM) - a holistic approach that seeks to integrate all organizational functions
to focus on meeting customer needs and organizational objectives, TQM has a number of
principles which organizations that have adopted the philosophy usually apply. For example
TQM principles that are embodied in the seven criteria of the Malcolm Baldrige National
Quality Award (MNBQA) are deemed essential to instituting successful TQM systems. The
MNBQA model has been mainly applied in USA where it was developed. Various authors
have argued and empirically tested the positive impact of TQM on the performance
commercial enterprises in terms of operating and financial results, quality, customer
satisfaction or employee satisfaction. Not much work has been done to investigate the
potential effects of application of TQM principles on not-for-profit organizations and in
particular humanitarian aid organizations. Probably researchers have regarded TQM to be a
philosophy geared towards improving the bottom line hence the focus in business or
commercial enterprises. The purpose of this research project was to examine the extent of
application of TOM principles to the management of logistics operations of selected
humanitarian organizations in Kajiado district. Specifically the study sought to examine the
degree to which four of these TOM principles namely leadership and top-management com
mitment; continuous improvement to systems and processes; employee empowerment and
performance management are being applied ,in the management of logistics operations of
these organizations. The study adopted a purposive sampling technique in the identification
of the NGOs to take part. Stratified random sampling was used to select the sample size from
the population. Data was gathered through self-administered questionnaires based on Likerttype
6-point scale and analyzed using Statistical Package for Social Sciences (SPSS) to
generate descriptive and inferential statistics on the scores. The output was presented using
frequency and percentage charts and interpretations made based on research objectives.
The study findings showed that TQM principles that were being studied in this research were
correlated to the logistics operations of the humanitarian organizations. Indeed the study
found that the four TQM principles were being applied to a large extent and in some
instances to a very large extent in management of. logistics operations of the selected
humanitarian organizations. Top management commitment was found to be key in ensuring
quality in delivery of logistics services. The results also brought out the need for these
organizations to keep focusing on improving on their systems and processes in order to have
sustainable success in their logistics operations. Employee empowerment and measurement
of performance are the other TOM principles which the study showed have a real effect on
the logistics operations of humanitarian organizations and also need to be keenly looked into.
Description
Department of Business Administration, 67p. 2013, HD 62.15 .O35