Quality Management Practices and Operational Performance Of Telephone Communication Companies In Kenya

Abstract

This study was aimed at establishing the implementation of quality management practices in telephone communications companies of Kenya. Specifically, the study sought to establish how the quality management practices had affected the operational performance of the said telephone communication companies. The study used a descriptive research design through structured questionnaires to sample the 5 major telephone communication companies all based or having their headquarters in Nairobi city. This study was anchored on Deming’s theory of quality and supported by Barny’s Resource Based View theory. Using a correlational analysis with a regression model, the study found that among the aspects of quality management, leadership was playing a key role in improving operational performance. Other key pillars of quality that were significant included customer focus and employee empowerment. However, some pillars were not very strong in affecting the performance including relationship management and evidence-based decision making. In conclusion, the study observed that the Kenyan telephone communication companies had laid down the quality management pillars but were not fully practicing or implementing the quality pillars. On performance, the study concluded that quality management pillars if well implemented played a positive role in improving operational performance. The study finally recommended that there should be further studies on comparative analysis as well as application of the same on other industries or the wider communications industry and not just the telephone communication sub-sector.