Strategic Quality Management Initiatives and Performance of Mobile Communications Service Providers in Kenya
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Date
2015-11Author
Baraza, William J
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
Survival for companies in the corporate world is depended on many factors. Some of
these factors can be categorized as internal to the companies others are external to the
companies. The internal factors may constitute the strengths and weaknesses of the
organizations while the external may constitute the opportunities and threats to the
organizations. This is normally abbreviated as SWOT. SWOT analysis is used by firms
to identify their strength, weakness, opportunity and threats.
Strategic quality management is one of the management concerns in the modern
corporate world that can have a great impact to an organization whether it the
organization adopts it or not. Organizations need to evaluate adoption strategic quality
management since this is one way of improving on their strength and reducing their
weaknesses. Strategic quality management if successfully adopted can greatly improve
the performance of a firm.
This is study is about strategic quality management initiatives and organizational
performance in mobile communications service providers in Kenya. Mobile telephony
has been around for the last less than twenty years. In Kenya, mobile telephony was
introduced in the year 2000. The industry has witnessed phenomenal growth since the
introduction of mobile telephones. The phenomenal growth has come with it
unprecedented challenges of ensuring continuous provision of quality services to the
large and growing number of mobile telephone subscribers.
Constant change in technology also presents a challenge to the mobile operators to keep
up with the latest technologies in order to provide excellent service to end users. This
is besides the competitive environment in which mobile operators play in. This study
will therefore investigate and determine the strategic quality initiatives that mobile
operators have adopted and establish how these initiatives affect the organizational
performance of mobile communications services providers in Kenya. The organization
performance will focus on financial performance, innovation performance and
operational performance.
The study will make use of structured questionnaire to collect data from m
Publisher
University of Nairobi