Total Quality Management Critical Success Factors and Non-financial Performance of Deposit Taking Saccos in Nairobi, Kenya

Abstract

Global competition has led organizations to come up with mechanism of improving their products and services by meeting the quality demanded by their customers. One way of addressing quality needs of customers and enhancement of firm performance is through the adoption of the Total Quality Management (TQM) practices. However, TQM by and large and not the basic achievement elements rehearses have been mainly concentrated on firms of bigger size, yet little has been explored in connection to savings and credit cooperative societies, as they present matchless difficulties to quality management because of their differing highlights. Therefore, the target of the study was to investigate the relationship between TQM basic achievement variables and non-financial performance of Sacco's in Nairobi. The exploration received an elucidating research outline whereby information was gathered utilizing a self-regulated survey that was appropriated to 18 senior and middle managers at the firms. It was found that if TQM critical success factors are executed legitimately, it will bring about an assortment of advantages such an addressing the clients' needs, enhanced inward correspondence and better critical thinking limit of the firm. The aftereffects of the study uncover noteworthy positive relationship between components of aggregate quality administration basic achievement elements and non-budgetary business execution of the organizations, and consequently bolster the model proposed. One constraint of this study is that it utilized perceptual information gave by generation supervisors/quality directors which may not give clear measures of execution. To get the maximum capacity of TQM it is vital prepare all individuals at all levels with a specific end goal to make TQM mindfulness, intrigue, longing and activity.