Quality Management Practices Effects on the Performance of Public Hospitals in Kenya: A Case of Moi Teaching and Referral Hospital
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Date
2017-04
Authors
Bethwel, Cheruiyot Kipkorir
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
Adoption of Total Quality Management practices by organizations in Kenya develops voluntary
technical standards, which add value to all types of business operations. They contribute to
making the development and supply of products and services more efficiently, safer and cleaner.
The general objective of this study was to investigate quality management practices effects on
the performance of public hospitals in Kenya: A case of Moi Teaching and Referral Hospital.
This study was guided by the following specific objectives: to establish the influence of top
management on the performance of public hospitals in Kenya, to examine the influence of
strategic planning on the performance of public hospitals in Kenya, to determine the influence of
customer focus on the performance of public hospitals in Kenya and to identify the influence of
employee relation on the performance of public hospitals in Kenya. The descriptive survey
research design was used for this study. The target population comprised of 108 respondents
from the 12 Departments in the Hospital. Data was collected using questionnaires and
interviews. Quantitative data was analyzed using descriptive statistics such as mean, standard
deviation, frequencies and tables and content analysis technique was used to analyse the
qualitative data. The concluded that top management commitment was critical for organizational
performance. Top management in the institutions under study was willing to commit
organizational resource in supporting total quality management. Employee involvement had a
direct relationship with organizational performance. Employees were involved in decision
making within their respective organizations, employees are provided with adequate training and
education to perform their tasks, and there were clear communication channel between
employees and senior managers listened to employee’s opinions and encouraged team work
among employees. The organization always attempted to meet its customer needs, address
customers complaints as a priority for the organization, the organization actively performed
market research to identify customer needs and that the organization provided clear channels of
communication to its customers. The study recommended that in order for an organization to
successfully implement quality management system, the top management must create, share and
sustain quality management targets and values. Hospitals that exhibit higher levels of strategic
planning perform better in both financial and non-financial indicators compared to those
exhibiting low levels of strategic planning. For a successful quality management, customer
orientation practices must be embedded within the organization. Hospitals in Kenya must
enhance employee’s capacity in order to improve provision of service quality. Adequate number
of high skilled and experienced employees must be employed continuously, discourage
ineffective recruitment, encourage monitoring of doctors and staff, ensure that performance and
practice standards are met to enhance service quality provision
Description
A Research Project Submitted to the School of Business in Partial Fulfillment for the Award of Degree in Master of Business Administration of Kenyatta University