Total Quality Management and Performance of Kenya Medical Supplies Authority
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Date
2025-10
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Kenyatta University
Abstract
Total Quality Management (TQM) is an essential management approach that enables organizations to blend strategic practices in order to improve quality, efficiency, and performance. Managers are empowered to enhance services and products by incorporating TQM principles such as fact-based decisions, process-centric approaches, relationship management, and employee engagement. However, the Kenya Medical Supplies Authority (KEMSA) has faced challenges due to inefficiencies and service delivery delays, which may to hinder access to essential healthcare services. This study was aimed at assessing the performance of KEMSA based on the four priorities of Total Quality Management (TQM) decisions that included fact-based decisions, process orientation, relationships management, and employee participation. A descriptive study design was based on 330 workers at the Nairobi headquarters of the Authority. It built on the Resource based View, Dynamic Capabilities Theory, Stakeholder Theory and the Theory of Quality Management as proposed by Deming. The sampling method of the top, middle, and operational level entailed the 181 respondents sampled using the algorithm of Yamane sampling in the proportionate stratified and simple random manner. Data were collected by using structured questionnaires and a pilot study was conducted that involved 18 participants to confirm the validity and reliability of study tools. Descriptive and inferential statistical analyses were carried out with the help of SPSS and the results were presented in the form of tables, charts, and figures. The regression analysis showed that the TQM practices and organizational performance were highly correlated (R = 0.765, R2 = 0.585, F (4,135) = 55.036, p < 0.001) and the four factors could explain 58.5 percent of the performance. The strongest effect was caused by fact-based decisions (B = 0.372, p < 0.001), then employee engagement (B = 0.348, p = 0.002), process-centric approach (B = 0.257, p = 0.002), and relationship management (B = 0.194, p = 0.003). Based on the results, the paper comes to the conclusion that the functional application of the three discussed TQM practices has a strong impact on the performance of KEMSA, and fact-based decision-making or involvement of the employees can be considered the most effective. This emphasizes the need to increase the efficiency of the processes, involve the staff, and reinforce data systems. The research also suggests ongoing education of TQM principles, mentoring programs among the junior staff, periodic performance evaluations and enhanced integration of the stakeholders. Together, the strategies will enable KEMSA to achieve its mission within the public health supply chain and enhance the culture of continuous improvemen
Description
A Research Project Submitted to the School of Business, Economics and Tourism in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Business Administration (Strategic Management) of Kenyatta University, October, 2025
Supervisor.
1.Stephen M.A. Muathe