Total Quality Management Implementation by Law Firms in Nairobi County
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Date
2016Author
Kubasu, Joseph W
Type
ThesisLanguage
en_USMetadata
Show full item recordAbstract
TQM is today in business world considered as a strategic force which results in
numerous benefits including: improved customer satisfaction, superior employee
focus, enthusiasm, and decreased waste and enhanced overall performance. For a
successful TQM implementation every function in the organization must be involved
in the process with the management taking a leading role. Law firms in Nairobi
County currently are faced with stiff challenges in many aspects and unprecedented
change. The study aimed at investigating total quality management (TQM)
implementation by law firms in Nairobi County. Three specific objectives were
examined; to explore effectiveness of TQM implementation in law firms in Nairobi
County; to evaluate the effect of TQM implementation on the satisfaction of
customers of law firms in Nairobi County and to investigate challenges facing law
firms in Nairobi County in TQM Implementation. The study reviewed theoretical and
empirical studies on TQM. Descriptive design was used. Population of the study
comprised of 600 law firms in Nairobi City County. A sample of 60 respondents was
selected through a stratified proportionate sampling technique. The study employed
both secondary and primary data. A questionnaire was administered to 60 law firms.
Secondary data was collected from reports of Law Society of Kenya directories and
law firms’ websites. Both qualitative and quantitative data were used. Data was
analyzed through the use of Statistical Package for Social Sciences (SPSS) computer
software. Qualitative data was analyzed by use of thematic analysis. Quantitative data
was presented through frequency distribution tables and in prose form for easy
understanding. Qualitative data was presented in prose form as well. The study
concluded that that law firms in Nairobi County have already implemented TQM
practices to a great extent. The study found that TQM implementation lead to
customer loyalty, reduction in complaints, increased customer referrals, and increased
repeat orders. The concluded that lack of team work, lack of recognition and reward
programs for quality efforts, and lack of training programs are the main challenges
hindering successful TQM implementation. The study recommended that those policy
makers should design appropriate TQM policies in relation to legal institutions and
amend the policies to ensure that all the law firms in Kenya adopt TQM
implementation practices. Also, the management of Law firms should come up with
strategies that will facilitate effective communication, team work, training programs,
and recognition and reward programs for quality efforts. Further, the study
recommended that there is need to ensure that there are adequate experts in the law
firms, the law firm should adopt employee empowerment and create learning and
development programs
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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