Implementation of Total Quality Management at Aga Khan University Hospital, Nairobi City County, Kenya.
Serafino, Jedidah Gatwiri
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The terms Total Quality Management and Continuous Quality Improvement are no longer used to show high class or feel good attitude but are practices put in place to gain an edge in the business, and have become woven into the very fabric of hospital operations. The role of Total Quality Management in a firm is to ensure integration of firms operations and processes to achieve clients’ satisfaction and meet organizational objective. This study sought to examine critical attributes for TQM implementation in Kenyan healthcare sector. The research study investigated the internal factors that drive quality then identify and describe the key ingredients that have contributed to the achievements of a high performing hospital. It was guided by four specific objectives; To identify the extent to which top management involvement affect implementation of TQM, find out how staff training affect implementation of TQM, determine the extent to which organizational culture affect implementation of TQM and determine how communication affects TQM implementation. A cross sectional research design employed. The study population was made up of staff working in Aga Khan University Hospital, Nairobi. Proportionate sampling was used to determine the sample size and select the study subjects. Primary data was collected from management, Medical doctors, nurses, allied health workers, hospitality, finance, Marketing, procurement, maintenance, and Quality assurance staff using a semi structured questionnaire. Data analysis was done with aid of statistical package for social sciences (SPSS) version 20, in conjunction with computer excel programme. Inferential statistics will be calculated using regression analysis done at 95% confidence level to determine the relationship between the study variables. The findings of the study indicated that all the four variables had a significance influence on the implementation of total quality management in Aga Khan University Hospital. Analysis from a regression output of the entire four variables is considered valid (F (5, 224) =97.656, P<.0001) which means that the Total Quality Management factors (Top Management Commitment, Employee Training, Organization Culture and Communication) can be used as predictors explaining differences in the implementation of Total Quality Management at Agha Khan University Hospital. The study recommended that as much as there is top management involvement in TQM, it is important for the facility top leadership to establish how best they can be involved in the implementation of Total Quality Management and find out how to implement TQM at all levels of operations. There is need to ensure that almost a quarter of the staff that has not been trained in quality management to be trained in order to ensure that all staff at all levels are aware of the role and obligation in delivering quality in internationally acceptable standard. The training needs to be designed in a way that it recognizes the present quality expectations in health organizations. Finally, there is need for improved communication of quality expectations in service delivery that include effective dissemination of information at every levels of management.