Total Quality Management and Performance of Mobile Telecommunication Firms in Kenya

Abstract

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