Total Quality Management Implementation by Law Firms in Nairobi County

Abstract

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