Quality Control Practices and Organizational Performance of Mobile Telecommunications Firms in Kenya

Abstract

This study investigated the effect of quality control practices on the organizational performance of mobile telecommunications firms in Kenya as well as the extent to which these quality control practices are implemented in these firms. The study was based on two theories, that is, Deming’s theory of Total Quality Management and the Reliability Theory by Rausand and Hoyland. To achieve the objectives of the study, a descriptive survey design was used. The target population comprised the 5 mobile telecommunications firms in Kenya. Primary data, which was collected using a semi-structured questionnaire, was used. Descriptive statistics and regression analysis was used to analyse the data. The study established that there is a statistically significant relationship between quality control practices and organizational performance of mobile telecommunications firms in Kenya. It ranked the quality control practices adopted by mobile telecommunication firms and discussed the implications thereof. Leadership commitment was found to be the most influential quality control practice, followed by Supplier Quality Management. These were followed by Employee Relations, Customer Focus and Process Management in that order. It further revealed that assuming all other independent variables are at zero, a 1% increase in use of quality control practices leads to improved performance of the mobile telecommunication firms. From the study, it was established that up to 72% of the variation in organizational performance can be accounted for by the variation in the quality control practices discussed, with the remaining 28% being accounted for by other factors not in the model or by chance variation. Finally, the study established that increased performance, enhanced sales, increased market competitiveness and acquisition of a bigger market share, enhanced service delivery in the company and increased retention as a result of customer satisfaction were all outcomes of using quality control practices. The study therefore recommended that mobile telecommunication firms should benchmark to borrow the best quality control practices and source for new quality management systems so as to enhance organizational performance. It also recommended further studies to be done on the quality control practices and the organizational performance for the entire telecommunications industry, including internet service providers, courier services and the Postal Corporation of Kenya.