| dc.description.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. | en |
