Continuous quality improvement climate survey: a case of Colgate-palmolive Kenya.

Abstract

CQI climate survey used in this study is a very important diagnostic tool which helps 1I1 assessing the level of readiness and progress with CQI implementation. The purpose of conducting CQI Climate Survey was to assess the prevailing continuous quality improvement (CQI) climate at Colgate-Palmolive Kenya. The study found out that Colgate-Palmolive Kenya did not have internal customer focus, the driving forces of processes are least known, there was low understanding of external customer requirements and statistical tools and techniques. As well, there were no forums to address challenges. As per recommendations, management needs to use employee focus groups to identify specific improvements that are needed. Training department and supervisors need to be more effective with basic management skills. Management as well needs to improve the results of process dimension by developing policies and resources for employees to routinely learn about best practices and technological improvements that are related to their work areas. As pertains external customer requirements, management needs to start by improving how leaders define, communicate, and demonstrate their commitment to meet external customers' needs and wants through strategic plans and decisions, adopting policies to train, encourage, and empower employees. -. Use of statistical tools and techniques needed to be improved through identifying measurements for the key processes in each department and training employees to routinely gather and review the results. As well, forums to address work challenges need to be formed. This will help employees air their grievances freely without fear of victimization. Finally, all quality manuals and other relevant documentation need to be availed to all workers after they are send from the Headquarter. This is a form of sharing information for better processes.