Total Quality Management Practices and Performance of Kenya Police Service, Nakuru County Kenya
Loading...
Date
2023
Authors
Kegode, Sheila K.
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
The Kenya Police Service has been disparaged by the common people and global community1 in
regard to the approach through which1it has offered its service delivery. Kenyan Citizens eagerly
expecting to get prompt and superior service delivery as provided in the Kenya constitution
2010, therefore National police service is critical in service delivery.Attempts1to bring back the
past glory in terms of service1 delivery' has not yet bore any fruits. This particular research was
based on the effect of total quality management practices on organizational performance of
Kenya Police Service, Nakuru County Kenya. The study’s specific objectives were to determine
the effects of continuous training, top management leadership, total employee involvement and
customer focus on organizational performance of Kenya Police Service, Nakuru County Kenya.
This study adopted a descriptive research design. The target population was 1250 police officers
working in all the nine police divisions in Nakuru County. Sampling design was stratified
sampling where a sample size of 16% was taken and therefore 200 respondents were taken for
the research. The questionnaires were dispersed to respondents via a drop-and-pick
systemInternal consistency was assessed using Cronbach Alpha coefficient. A large coefficient
indicates that the items are highly correlated with one another. The data was collected using
questionnaires. The study found that training empowered employees with required skills of Total
Quality Management. Employee’s ideas on ways to improve quality in the organization are
welcomed by the top management and that the organization has a formal quality management
structure. The organization spends a large amount of its annual budget on employees training and
in the development on total quality management systems. The organization continuously
improves its processes to give quality services to their customers and also strives to meet and
exceed customer (citizen) needs and expectations. It was concluded that, training received by
employees of the organization equips them with understanding on Total Quality Management
and their role in it. The study concluded that the employees participate in the decision making in
the national police service. It was recommended that explicit systems of compensation that will
link quality to desired performance should be put in place. The National Police Service top
management should always strong leadership commitment and involve their employees in
managerial process as this was linked with organizational performance finally it’s important for
National Police Service to always have the performance results set and benchmarked against the
clients satisfaction metrics.
Description
A Research Project Submitted to School of Business, Economics and Tourism in Partial Fulfillment of the Requirements for the Award of Degree of Master of Business Administration (Strategic Management Option) of Kenyatta University, June 2023.
Keywords
Total Quality Management Practices, Performance of Kenya Police Service, Kenya Police Service, Nakuru County, Kenya