Research on Total Quality Management in Public Universities in Kenya

Abstract

Total quality management (TQM) is universally recognized as an organizational performance and customer satisfaction improvement approach and management philosophy. The purpose of this paper was to assess the status of TQM in Kenya's institutions of higher education. Data was collected in two public universities in Kenya,two professional associations and the Commission for University Education over a period of 3 weeks. A quantitative methodology was used in the study and a survey conducted through a questionnaire containing 6 constructs/scales and a total 32 factors/items. A substantial number of the population (50%) completed the questionnaire. The survey questionnaire was test proofed for reliability prior to performing statistical analysis. From the survey findings, practices of some principles such as leadership and communication,planning,customer focus and satisfaction were ranked high,while human resources,process management and performance measurement were ranked low. It can be concluded that the universities have made progress on the journey to TQM but there is still room for improvement. This study's results could provide a better appreciation of the TQM philosophy, thereby enabling universities to prioritize their practices in their journey to better quality management. Policy and decision makers in these universities and other institutions could use the study's findings to improve their approach to managing quality. Educational institutions who are still contemplating TQM implementation could also find this study a valuable source of information.