Total quality management and service delivery at World Vision Kenya

Abstract

The NGO sector is getting competitive every day. In order to be successful, Total Quality Management (TQM) has been proposed to improve organization performance. Despite the recent research efforts on effects on Total Quality Management, little work has been done on effects of Total Quality Management on Service Delivery particularly in the NGO sector. This study sought to establish the effects of Total Quality Management implementation on Service Delivery at World Vision Kenya. The objectives of this study were to determine the effect of TQM implementation on Service Delivery at World Vision Kenya and to establish the challenges facing the implementation of TQM at World Vision Kenya. This study adopted a case study research design. An interview guide was used as a data collection tool during the face to face interview with managers in various departments namely: Finance, Administration, Procurement, Human Resources, Capacity Building and IT. Data analysis was done through content analysis. The finding of this study reveals that leadership had a positive impact on TQM implementation at World Vision Kenya. It was also noted that World Vision Kenya was client oriented and that it practices TQM to a very large extent. The study findings also revealed that TQM on customer satisfaction was practiced to a moderate extent. The research findings revealed that the major challenge in TQM implementation is cascading the program to the bottom of the pyramid. The study concluded that strategic management in any organization is a crucial factor in efficient and effective leadership for successful functioning. The study recommends that emphasis should be put on the incorporation of all the principles of TQM for successful implementation of TQM and for the success of the organization. The study also recommends that firm should establish their quality management systems according to the requirement of ISO 9000 effectively for effective TQM implementation and for the success of the firm. The study suggests that further research to be done on challenges affecting implementation of TQM within organizations, especially NGO‟s