Effect of Total Quality Management Practices on Performance of Parastatals in Kenya: A Case of Tana and Athi River Development Authority
Mwende, Owande Nancy
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Total Quality Management is a new management paradigm that can be adopted in all types of organizations. In recent years, many organizations have demonstrated that significant improvements in business can be achieved through Total Quality Management (TQM). Several research works have been done on specific elements of TQM and on the implementation of these concepts in organizations. However, the author found that no study had been done on the effects of TQM practices on performance of Tana and Athi Rivers Development Authority (TARDA). This is despite the organisation experiencing challenges such as inability to meet the needs of customers and lack of employee satisfaction seen by lack of staff motivation. The objectives were to find out the effects of customer management on the performance of TARDA. To examine how the continuous improvement of systems affect the performance of TARDA, to establish the relationship between employee empowerment and the performance of TARDA, to establish the extent to which adherence to quality standards affect the performance of TARDA. The variables of the study included customer involvement, continuous improvement, adherence to quality standards and employee empowerment. The study was anchored on Deming, Stakeholder and organisational theories. This study has brought to light the major factors that affect the performance of TARDA. The study used both primary and secondary data. The primary data was analyzed using SPSS. The findings were that there is a significant relationship between performance and customer management when variables such as quality of customer service, project ownership, and customer management rated R=0.895 to show a correlation between the variables and poor performance. The conclusion is that TQM affects performance of organisations. The recommendation is that organisations should invest in ensuring they practice TQM to improve performance. The study also suggests further research on how tools used to promote implementation of TQM such as ISO are being implemented in organisations.