| dc.description.abstract | Internal TQM drivers as a management approach contribute to long–term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work. Thus, the aim of conducting this study was to determine the relationship between internal TQM drivers and performance improvement in small-scale manufacturing firms in Nairobi, Kenya. The study adopted a cross sectional survey. The target population comprised of 64 small-scale manufacturing firms in Nairobi County. Systematic random sampling method was used since each and every member of the population had an equal chance of being selected as a sample. Primary data was collected using questionnaires. Data collected was analyzed by use of descriptive statistics using SPSS and presented through the percentages, frequencies, means, standards deviations and regression analysis. The information was then presented by use of tables and prose-form. The study found that internal TQM drivers greatly affected performance improvement of small-scale manufacturing firms in Nairobi County. Results using SPSS support the hypotheses that there is a positive relationship between internal TQM drivers and performance improvement of Nairobi’s small-scale manufacturing firms. Furthermore, it is also found that customer focus is perceived as a dominant TQM practice for enhancing performance improvement. Moreover, this study also provides a valuable knowledge to the top managers. Practical implementations along with the limitations have also been discussed in this study. | en |
