Total Quality Management and Performance of Pharmaceutical Manufacturing and Distributing Firms in Kenya

Abstract

Principals of total quality management as a management approach contribute to long–term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work. Thus, the aim of conducting this study was to determine the relationship between Principals of total quality management and performance in pharmaceutical manufacturing and distribution firms in Kenya. The study adopted a cross sectional survey. The target population comprised of 60 pharmaceutical manufacturing and distribution firms in Kenya. Systematic random sampling method was used since each and every member of the population had an equal chance of being selected as a sample. Primary data was collected using questionnaires. Data collected was analyzed by use of descriptive statistics using SPSS and presented through the percentages, frequencies, means, standards deviations and regression analysis. The information was then presented by use of tables and prose-form. The study found that Principals of total quality management greatly affected performance of pharmaceutical manufacturing and distribution firms in Kenya. Results using SPSS support the hypotheses that there is a positive relationship between principals of total quality management and performance of Kenyan pharmaceutical manufacturing and distribution firms. Furthermore, it is also found that customer focus is perceived as a dominant TQM practice for enhancing performance. Moreover, this study also provides a valuable knowledge to the top managers. Practical implementations along with the limitations have also been discussed in this study.