Total quality management and organizational performance

Abstract

The purpose of the study was to establish the relationship between TQM and organizational performance with specific emphasis on customer focus, HRM, and employee involvement in decision making. The research design adopted in this study was a case study design. The study population included the employees of CBCL a total of 65 respondents were selected for the study. Simple random sampling was used to select respondents in the field. The questionnaires were used and administered to the employees working with the company. Data from the questionnaires was coded, entered, edited for consistency and easiness in and later analyzed using Statistical Package for Social Scientists (SPSS) where correlation was used to establish the relationship between TQM and organizational performance. Regarding the study findings, it was revealed that customer focus has a positive relationship on organizational performance. HRM has a negative and significant relationship on organizational performance and employee involvement in decision making has a positive relationship on organizational performance. The researcher recommended that the organization should continue to keep track of their customers’ preference and tastes in order to suit the prevailing demands in the market, the Human Resource department should ensure that the job description and job specification are in line with the candidates’ area of study, skills and experience while recruiting and that the organization should continue involving their employees in the day to day decision making so that their concerns are availed to the employers and are addressed