Influence Of Total Quality Management Practices On Job Satisfaction: A Case Of The Administration Police Service, Nairobi County

Abstract

Total Quality Management (TQM) is a management philosophy which is used by organizations that strive to improve their efficiency and competitiveness in the business market places. It is an integrated approach to achieving and sustaining high quality output, focusing on the maintenance and continuous improvement of processes in order to meet or exceed customer satisfaction. This study sought to investigate the influence of TQM practices on job satisfaction in the Administration Police Service (APS). The objective of the study was to determine how TQM practices influence job satisfaction in the APS. The study adopted descriptive survey as it portrayed an accurate profile of persons, events and situations; it allowed the collection of large amounts of data from a sizeable population in a highly economical way. The target population for this study was 703 in-service Administration Police officers of the non-ranked and low-ranked cadres (constable to senior sergeant) within the county of Nairobi. Probability sampling was used. The sample size was 255 officers. The primary data for the study was collected using self-administered questionnaires and personal interviews. It was examined and checked for completeness and comprehensibility. It was then summarized, coded and tabulated. Descriptive statistics including mean, standard deviation and inferential statistics- correlation were computed to establish the relationship between independent and dependent variables. Based on the findings the study established that top management support, employee participation, training and recognition influenced job satisfaction of officers in the APS as there existed a positive significant correlation between each of the independent variables and job satisfaction. It concluded that top management in the APS should emphasize on establishment of quality goals and policies, focusing on the ability to inspire performance and enhance job satisfaction. The study recommends that top management should be the driver for TQM implementation in the APS.