Total Quality Management Practices and Operational Performance of Kenya Revenue Authority
Kiprotich, Alfred Maritim
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In the context of global competition, changing consumer demands and influence of technology, public and private organization are striving to achieve their goals by embracing Total Quality Management practices such as strategic leadership, research and development, employee training, continous improvement and technology integration in the system to enhance their operational perform. However, despite the fact that TQM practices enhance operational performance, it is noted the public organization and more specifically Kenya Revenue Authority is experiencing deteriorating operational performance due to internal and external challenges. Some of the challenges range from inadequate financial resources, employee resistance, poor leadership and lack of appropriate technology. It is on this premise that this study sought to investigate the influence of Total Quality Mangement practices and operational performance of Kenya Revenue Authotity. The first objective of the study was to determine the influence of employee training and operational performance of KRA. The second objective was to establish the influence of continous improvment and operational performance of KRA and the third objective was to determine the influence of system automation and operational performance of KRA. This study adopted descriptive research design to investigate the problem that was under investigation. The target population of the study consisted of 557 employees of Kenya Revenue Authority working at Nairobi Headquarters. Purposive sampling technique was adopted to select the sample size of the study that comprised of 228 employees of Kenya Revenue Authority. Respondents of the study were selected from commissioners, managers, supervisors and officers. The ideal sample size was arrived by using Krejcie and Morgan scientific formula.Both primary and secondary data was used. Primary data was collected self-administered questionnaires with both open-ended and close-ended questions. Secondary data was also sourced from quality assurance reports, Government economic reports, customer satisfactory survey reports, journal articles and related academic research papers. Validity of research was determined by the researcher through seeking opinions of industry experts and Lecturers in the department of Business Administration at Kenyatta University and scholars.Reliability of the research instrument was was determined using Cronbach Alpha coefficient of 0.7. Qualitative data was anayzed using key themes of published content to make deductive arguments about the research findings. Quantitiatve data was analyzed using descriptive statistics such as mean scores, standard devaitions and percentages and inferential statistics such as correlation and multiple regression analysis method to test the statistical relationship between variables of the study. Data presentation was done in form of tables.The study established that there is a positive relationship between employee training, continous improvement and system automation and operational performance of KRA. The study concludes that unless KRA adopts TQM practices such as employee training, continous improvement and system automation in the changing business environment, achieving operational excellence will be a difficult task.The study recommends that KRA top management should embrace technology, create a customer centric culture by providing a conducive working environment that promotes employee creativity, innnovation and motivation thus enhanced operational performance.