Total Quality Management Implementation and Service Delivery at Kenya Power

Abstract

Total Quality Management has played an important role in the development of contemporary management practices. Quality is considered as a key strategic factor in achieving business success. In order to enhance the competitive position and improve business performance, companies worldwide, large and small, manufacturing and service, have applied the principles of Total Quality Management. Despite the recent research efforts on effects on Total Quality Management, little work has been done on effects of Total Quality Management implementation and Service Delivery. This study sought to establish the effects of Total Quality Management implementation on Service Delivery at Kenya Power Company. The objectives of this study were to determine the effect of TQM implementation on Service Delivery at Kenya Power Company, to determine to which TQM has been implemented at Kenya Power Company and to establish the constraints facing the implementation of TQM at Kenya Power Company. This study adopted exploratory research design. A research questionnaire was used as a data collection tool with managers in various departments namely: Finance, Customer service, Human Resources & Administration, Quality assurance and IT. Data analysis was done using descriptive statistics i.e. mean and standard deviation. The finding of this study reveals that leadership had a positive impact on TQM implementation at Kenya Power Company. The research findings revealed that the major challenge in TQM implementation is cascading the program to the bottom of the pyramid. 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 overall success of the organization.