Influence of Total Quality Management system on Organization Performance in Kenya Power and Lighting Company Limited

BY

Moses Kimathi Laibuta¹, Gulali Donald Indiya²

¹² Maseno University

Abstract

Total Quality Management (TQM) is a concept based on continuous improvement in the performance of processes in an organization and in the quality of the products and services that are the outputs of those processes. It is a team activity, demands a new culture, a new philosophy, a new emphasis and it calls for discipline and a profound knowledge (Sila, 2007). Quality has a number of dimensions to be considered when developing products and services to keep the consumer satisfied. The dimensions are: performance, reliability, durability, aesthetics, features, conformance, service ability, and perceived quality. Total Quality Management is therefore viewed as a rooted organizational approach in keeping satisfied customers’ by meeting their expectations continuously through individuals working with the organization. Total Quality Management mainly aims to satisfy all stakeholders, have a sustained customer focus, and apply continuous improvement with facts and database. TQM is also considered as an approach for effective management of an enterprise through focus on its people and processes by the organization with customer-driven leadership (Salaheldin, 2009). Previous studies concluded that overall Total Quality Management practices positively affect aggregate firm performance. Total Quality Management success leads to an improved level of employee involvement, communication, productivity levels, quality levels, client satisfaction, reduced costs of operation, and overall the organizations’ competitive advantage (Prajogo and Brown, 2004).