| dc.description.abstract | The emergence of major forces such as intense competition, customer awareness, technological
advancement and product! service proliferation has posed a wide range of challenges to
organizations'. Consequently, there has been need for organizations' to adopt strategic practices
that would enhance their survival and facilitate competitiveness. One such effective strategy is
TQM (Total Quality Management).
The research sought to explore the practice of TQM in the Kenyan commercial banking sector.
The respondents were selected from commercial banks with their operations in Nairobi. Data was
collected by a self- administered questionnaire and analyzed using percentages and frequencies.
The questionnaires were addressed to senior managers and other functional managers. The
responses derived thereof were used to ascertain the TQM practice in the Kenyan commercial
bank sector.
The response rate was 33.33 %. However, the responses derived reveal a common appreciation
and recognition of TQM as an important organization's strategy. Respondents' recognize the role
played by top management, employees, teamwork, and employee training and education- amongst
other variables- as necessary in the realization of 'total quality'. In addition the respondents
identified a number of benefits derived from the adoption of TQM, namely: increased profits,
reduction of operational costs, enhanced corporate image, increased customer satisfaction and
customer base and customer loyalty.
Finally, the research study recommends the need for further studies; research studies seeking to
establish the reported returns by firms that pursue to undertake the TQM approach in comparison
to those which do not. In addition, the study recommends research studies in other sectors',
besides the manufacturing sector. | en |
