Total quality management innovations and performance among non-governmental organizations in Nairobi county, Kenya

Abstract

Organisations need to be innovative in order to survive and prosper. The objectives of this study were to determine the TQM innovations used by NGOs in Nairobi county, Kenya; to establish the challenges facing the implementation of TQM innovation in NGOs in Nairobi county, Kenya; and to determine the relationship between TQM innovations and performance among NGOs in Nairobi County, Kenya. The target population for this research comprised of registered NGOs operating in Nairobi County, these are a total of 47 organizations. A semi-structured questionnaire was used to collect data. A census was carried out on all the 47 NGOs listed. On TQM Innovations adopted by NGOs, the study found that Implementation of Business Continuity Innovations has resulted to NGOs forming short term problem solving teams that have been best useful in helping to access customer preferences. The findings also indicate that under Training Innovations, NGOs teach statistical analysis to front line employees as well as train using the top down implementation strategy to a great extent. The findings also revealed the challenges affecting TQM Implementation. People challenges such as ineffective job performance, lack of worker output and involvement as well as lack of teamwork are seen to a great extent. Based on the results from data analysis and findings of the study, one can safely conclude the following; First, The role of leadership is key and in most cases has a positive impact on TQM implementation to a great extent. Top down implementation where training begins with top level and then cascades to the lower level results in both the leadership owning the process as well as gaining knowledge thus getting easy buy in from the lower levels. The study recommends that organizations should find ways to overcome these barriers and should look at the causes of people not performing jobs effectively. The study also recommends for organizations to think about the correct resources required for each of their organisations. The study recommends that all staff to be taught on application of IT in TQM practices so that the entire organization also understands the role of IT in TQM implementation and come up with long lasting solution.