Effects of implementation of Total Quality Management on organizational performance. A case of Post Bank

Abstract

A high priority in some organizations today is the management of quality. Major reasons for a greater focus on quality include competition, more demanding customers, and poor financial performances resulting from reduced market shares and higher costs. Many organizations desire to be recognized for their quality in awards such as the COYA, IS09000 and many others.

There is need to emphasize on the Total Quality management as far as organizational performance is concerned. Due to this fact, therefore, there is a task before us to instill to the public the requirements towards achieving and maintaining total quality management. The study aimed at investigating total quality management and its effects on organizational performance. The study contains reviewed literature from several authors who wrote about total quality management and its contributions towards management.

The study targeted all the staff of Post Bank, This study will adopt descriptive research design for the purpose of giving accurate and specific kind of information on various aspects of TQM studied. The population of the study consisted of all branches of Post Bank in Nairobi. A simple random sampling procedure was used to select a representative sample size from the target population. The primary instrument for data collection was a structured questionnaire for easy coding and hence analysis. The collected data was edited, coded and tabulated. Analysis of data was done using descriptive statistics, in particular, frequency tables and percentages among others.