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.