Total Quality Management Practices and Operational Excellence of Selected Tea Companies Listed Under the Nairobi Stock Exchange, Kenya
| dc.contributor.author | Oboge, Patrick Otieno | |
| dc.date.accessioned | 2026-02-16T12:38:06Z | |
| dc.date.available | 2026-02-16T12:38:06Z | |
| dc.date.issued | 2025-11 | |
| dc.description | A Research Project Submitted to The School Of Business, Economics And Tourism In Partial Fulfilment Of The Requirement For The Award Of The Degree Of Master Of Business Administration (Strategic Management) Of Kenyatta University, November, 2025 Supervisor: 1.Anne W. Muchemi | |
| dc.description.abstract | Tea companies in Kenya have consistently faced declining profitability, rising operational costs, increased waste, and slow productivity improvements due to a decline in operational excellence. Addressing these gaps in operational excellence will enable these companies to gain a competitive advantage in both regional and global markets. The core objective of the reach is to establish the effects of TQM practices on operational excellence among selected tea companies listed on the Nairobi Securities Exchange (NSE). The overall objective has been broken down to evaluate the effect of process approach on operational excellence among selected tea companies listed under the NSE, to assess the effects of customer focus on operational excellence among selected tea companies listed under the NSE, to examine the effects of communication on operational excellence among selected companies listed under the NSE and to establish the effects of integrated systems on operational excellence among selected tea companies listed under the NSE. The study was guided by Process Improvement Theory, Theory of System Integration, Customer Focus Theory, and the Balanced Scorecard. Descriptive research design was employed, with the study population consisting of 168 respondents drawn from 14 heads of departments and their deputies across six NSE-listed tea companies. Census approach was used to collect data. Primary data was gathered through five-point semi-structured Likert scale questionnaires while secondary data covering the period between 2019 and 2023 was collected using a data collection sheet. The questionnaires were piloted with 17 respondents to assess its effectiveness. Instrument validity was evaluated using both face and content validity, while reliability was tested using internal consistency methods and compared against a Cronbach’s Alpha index set at 0.7. Data analysis incorporated descriptive statistics alongside inferential analysis. Data analysis was done using SPSS version 26. Descriptive analysis generated mean and standard deviations, while regression analysis determined relationships between the variables. The study concluded that the process approach significantly influences operational excellence among tea companies listed in the NSE. The regression analysis confirmed that the process approach has a statistically significant positive effect on operational excellence. Customer focus strongly contributes to operational excellence and the companies that prioritize understanding and addressing customer needs through feedback collection and product customization are better positioned to improve their operations. Effective communication positively affects operational excellence since clear communication within organizations facilitates coordination, reduces misunderstandings, and ensures timely execution of tasks. Integrated systems play a critical role in supporting operational excellence. These systems enhance cross-functional collaboration, ensure data consistency, and streamline workflow. Tea companies should institutionalize and continuously improve their process approaches by adopting lean methodologies and Six Sigma practices. There is a need to invest in advanced integrated information systems that link different departments and facilitate real-time data sharing. Additionally, the companies need to enhance internal communication systems to promote transparency, coordination, and responsiveness. Future studies can explore the role of digital process automation and its influence on operational excellence in manufacturing and service sectors. Researchers could also investigate how process approach impacts long-term organizational sustainability and employee performance in diverse sectors beyond agriculture, such as healthcare or logistics. | |
| dc.description.sponsorship | Kenyatta University | |
| dc.identifier.uri | https://ir-library.ku.ac.ke/handle/123456789/32454 | |
| dc.language.iso | en | |
| dc.publisher | Kenyatta University | |
| dc.title | Total Quality Management Practices and Operational Excellence of Selected Tea Companies Listed Under the Nairobi Stock Exchange, Kenya | |
| dc.type | Thesis |