Total quality management in Kenyans healthcare industry

Abstract

The role of Total Quality Management in an organization is to seek to integrate all organizations functions to focus on meeting customers‟ needs and organizational objective. TQM has steadily become popular and it maintains that organizations must strive to continuously improve the processes by incorporating the knowledge and experience of workers. The study sought to examine factors affecting TQM implementation in Kenyan healthcare industry. It was guided by four specific objectives to establish the extent to which financial resources affect implementation of TQM, examine the extent to which staff affect implementation of TQM, establish the extent to which leadership and commitment by managers affect implementation of TQM and finally establish the extent to which staff empowerment and education on TQM affects its implementation. The study employed a cross sectional research design. The population consisted of staff working in KNH and Nairobi hospital in various departments. Primary data was collected from management, doctors, nurses, clinical officers and junior staff using a semi structured questionnaire. Data analysis was done using factor analysis, mean mode, standard deviation and chi square. The study found out that Total Quality Management had been implemented to a moderate extent by the Kenya‟s healthcare industry. 5 factors that influence Total Quality Management were identified through factor analysis. These include risk perception, staff training, top management support and customer satisfaction. Risk perception, staff training, top management support and customer satisfaction had a positive influence with TQM implementation. It was recommended that health Care industry should seek ways to enhance TQM adoption within the industry and ensure TQM is fully implemented. Further since implementing strategy is a key driver, management should facilitate empirical studies to be conducted to help health care understand the importance of implementing strategy with TQM adoption. Future studies should consider expanding the topic to include other medium sized and small hospital and also include moderating variables like firm size and firm age.