Total Quality Management and Performance of Mobile Telecommunication Firms in Kenya
View/ Open
Date
2016Author
Muthama, Ambrose K
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
A firm can gain competitive advantage if it is able to create value for its buyers
through the strategy of cost leadership, by becoming a low cost producer, the strategy
of differentiation by offering a different product, a different delivery system, or using a
different marketing approach and focus strategy that enables them to focus on certain
market segment. The objective of the study was to determine the extent of
implementing TQM practices (leadership, effective communication, customer focus,
suppliers relations, training and education, employees empowerment, continuous
improvement and process improvement) by the mobile telecommunication firms in
Kenya and establish the relationship between the implementation of total quality
management practices and organizational performance (quality, innovation and
financial) in the mobile telecommunication firms in Kenya. The Research design
adopted for this study was descriptive case study. The study carried out census survey
on 5 mobile telephone operators in Kenya: Safaricom Limited, Airtel Networks Kenya
Limited, Orange Telkom Kenya Limited (Orange), and Finserve Africa Limited
(Equitel) and Sema Africa Limited as per the Communication Authority of Kenya.
Data was collected using closed ended questionnaires to the head of departments.
Primary data was used in the study. The data collected for first research objective was
analyzed using descriptive statistics which involved measures of central tendency to
determine the extent of implementing total quality management practices. The study
found that the 81.25 % of firms have implemented total quality management, 62.5%
have fully implemented total quality management practices, 18.75% have either
partially or none have implemented total quality management practices. Second
research objective was analyzed using regression model performed by SPSS software
version 20.0 Results show that there is statistically significance relationship between
implementation of TQM practices and organizational performance in the mobile
telecommunication firms in Kenya
Publisher
University Of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
The following license files are associated with this item: