Total quality management in Kenyans healthcare industry
View/ Open
Date
2015Author
Githuku, Margaret W
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
The role of Total Quality Management in an organization is to seek to integrate all
organizations functions to focus on meeting customers‟ needs and organizational objective.
TQM has steadily become popular and it maintains that organizations must strive to
continuously improve the processes by incorporating the knowledge and experience of
workers.
The study sought to examine factors affecting TQM implementation in Kenyan healthcare
industry. It was guided by four specific objectives to establish the extent to which financial
resources affect implementation of TQM, examine the extent to which staff affect
implementation of TQM, establish the extent to which leadership and commitment by
managers affect implementation of TQM and finally establish the extent to which staff
empowerment and education on TQM affects its implementation.
The study employed a cross sectional research design. The population consisted of staff
working in KNH and Nairobi hospital in various departments. Primary data was collected
from management, doctors, nurses, clinical officers and junior staff using a semi structured
questionnaire.
Data analysis was done using factor analysis, mean mode, standard deviation and chi square.
The study found out that Total Quality Management had been implemented to a moderate
extent by the Kenya‟s healthcare industry. 5 factors that influence Total Quality Management
were identified through factor analysis. These include risk perception, staff training, top
management support and customer satisfaction. Risk perception, staff training, top
management support and customer satisfaction had a positive influence with TQM
implementation.
It was recommended that health Care industry should seek ways to enhance TQM adoption
within the industry and ensure TQM is fully implemented. Further since implementing
strategy is a key driver, management should facilitate empirical studies to be conducted to
help health care understand the importance of implementing strategy with TQM adoption.
Future studies should consider expanding the topic to include other medium sized and small
hospital and also include moderating variables like firm size and firm age.
Publisher
University of Nairobi
Description
Thesis