Process element of tqm and operational performance of airlinesin Kenya

Abstract

The purpose of this study was to establish the effect of the process element of total quality management and operational performance of airlines in Kenya. The study had th ree objectives to achieve: To determine the effectiveness of processes in airlines in Kenya; determine the relationship between process effectiveness and operational performance in the airline sector in Kenya and to determine the effect of environmental st ability on the relationship between process management and operational performance. The study took the form of a cross - sectional research design targeting employees of two main airlines operating from Jomo Kenyatta International airport. Stratified samplin g was used to select 130 respondents who took part in the study. A questionnaire was used to collect primary data from the respondents. The data collected was analysed using descriptive statistics and correlation analysis. The finding s were presented in ta bles . The study established that Process effectiveness among airlines in Kenya is manifested in three main ways. Processes that are prevalent in the airlines assist significantly in simplifying the work activities; processes that are used by the airlines p lay a very significant role in removing work related ambiguities; processes used by airlines are important in ensuring that there is some level or degree of work consistency. There exists a positive correlation between processes used by the airlines and th e ability of processes to simplify work; processes used and the work being dependent on processes; technological changes and ability of processes to remove work related ambiguities and between technological changes and work being dependent on processes. Th e relationship between employees of different departments within an airline directly affects the external customers. It is also clear that safety measures taken by an airline influences to a large extent the decision of the customer to fly with the airline . It was also evident that compliance to regulations is one way of enhancing safety in the airlines. As for the effect of environmental in stability on the relationship between process effectiveness and operational performance, the study finds that there is some effect exerted