Total quality management and service delivery at World Vision Kenya
Abstract
The NGO sector is getting competitive every day. In order to be successful, Total Quality
Management (TQM) has been proposed to improve organization performance. Despite
the recent research efforts on effects on Total Quality Management, little work has been
done on effects of Total Quality Management on Service Delivery particularly in the
NGO sector. This study sought to establish the effects of Total Quality Management
implementation on Service Delivery at World Vision Kenya. The objectives of this study
were to determine the effect of TQM implementation on Service Delivery at World
Vision Kenya and to establish the challenges facing the implementation of TQM at
World Vision Kenya. This study adopted a case study research design. An interview
guide was used as a data collection tool during the face to face interview with managers
in various departments namely: Finance, Administration, Procurement, Human
Resources, Capacity Building and IT. Data analysis was done through content analysis.
The finding of this study reveals that leadership had a positive impact on TQM
implementation at World Vision Kenya. It was also noted that World Vision Kenya was
client oriented and that it practices TQM to a very large extent. The study findings also
revealed that TQM on customer satisfaction was practiced to a moderate extent. The
research findings revealed that the major challenge in TQM implementation is cascading
the program to the bottom of the pyramid. The study concluded that strategic
management in any organization is a crucial factor in efficient and effective leadership
for successful functioning. The study recommends that emphasis should be put on the
incorporation of all the principles of TQM for successful implementation of TQM and for
the success of the organization. The study also recommends that firm should establish
their quality management systems according to the requirement of ISO 9000 effectively
for effective TQM implementation and for the success of the firm. The study suggests
that further research to be done on challenges affecting implementation of TQM within
organizations, especially NGO‟s
Citation
Degree of master of business administration school of business, University of NairobiPublisher
University of Nairobi