Total Quality Management Practices And Service Delivery At The Kenya Revenue Authority
Abstract
Increasing competitiveness, environmental volatility, globalization, workforce diversity,
high operating costs, and changing consumer expectations and wants have made firms
worldwide undergo a paradigm shift in their operational activities. Thus, organizations,
both private and public, have no choice but to adopt total quality management practices to
remain competitive. This study aimed to establish the relationship between total quality
management practices and service delivery at the Kenya Revenue Authority. The research
adopted the Deming theory of quality management and the Service quality theory. The case
design approach is adopted with data sourced from primary sources using interviews and
secondary sources. The research respondents are the top management of the Domestic
Taxes Department, Customs and Border Control Department, intelligence and strategic
operations, strategic innovation and risk management, and Investigation and Enforcement
Department, giving a total of five respondents. Secondary data is collated from the 8th
corporate strategic report of the Kenya Revenue Authority. Content analysis is used in
performing analysis. The study findings revealed that total quality management practices
impacted service delivery. They included customer focus, staff training, culture, and
leadership. The study also concluded that the TQM practices (customer focus, employee
training, culture, and leadership) resulted in efficient service delivery at the Kenya Revenue
Authority. The study proposes that KRA’s board of directors continue to support staff
training by covering training costs at KESRA further to enhance their skills, knowledge,
and productivity. Additionally, the training process for total quality management has to be
prioritized and improved by KRA to assist in preparing staff to manage total quality
management and to enable them to recognize and participate in continuous quality
improvement efforts of service delivery effectiveness.
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
- School of Business [1521]
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