Total Quality Management, Information And Communication Technology And, Performance Of Non-Governmental Organizations In Nairobi City County

Abstract

The goal of this study was to determine the relationship between Total Quality Management Practices, Information and Communication Technology adoption and, performance of NGOs in Nairobi City County. To realize the objectives, a descriptive survey was used. Collection of primary data was done using a questionnaire. The population for this study comprised of 1,033 NGOs registered by NGO Coordination Board that were operating in Nairobi City County. A sample of 213 out of 1033 NGOs were sampled for responses. The questionnaire was administered electronically to all the sampled NGOs and 202 responded which resulted in a 95% response rate. The study findings revealed that NGOs in Nairobi City County had implemented TQM practices and adopted ICT in their operations to a great extent. The study determined that there was no statistically significant relationship between TQM practices, ICT adoption and performance of NGOs in Nairobi City County. It was found out that resistant to change by staff, selective TQM practices implementation and having staff with inadequate educational and experiential capacity to implement TQM practices were the main challenges faced in TQM implementation in NGOs in Nairobi City County. Additionally, inadequate resources, lack of training to staff when new systems are introduced, resistance to change from staff, and lack of staff with ICT knowhow were enlisted as the major challenges facing ICT adoption in the NGOs in Nairobi City County. The research recommends a countrywide study using other constructs to find out the relationship between TQM, ICT and performance of NGOs.