TOTAL QUALITY MANAGEMENT AND ORGANIZATIONAL PERFORMANCE A CASE STUDY OF MUKWANO GROUP OF COMPANIES

ABSTRACT

This study was about total quality management and organizational performance, a case study of Mukwano group of companies. The general objective ofthis study was to determine the effect of Total Quality Management practices on manufacturing industries with reference to Mukwano group of companies along with the following specific objectives: to determine the effect of top management commitment (TMC) on organizational performance, to examine the effect of customer focus (CF) on organizational performance, to assess the effect of employee involvement (El) on organizational performance. To achieve this, the study adopted an explanatory research design consisting of both quantitative and qualitative research designs. A sample of 193 respondents which comprised of 18 heads of department and 175 employees was used and Questionnaires were used in the process of data collection after which data was analyzed and interpreted. The study has revealed that top management participates actively in total quality management with 30.05% strongly agreeing with the statement and 26.94% agreeing with the statement. The study also revealed that Customer focus is highly embraced in the organisation with 34.2% of the respondents strongly agreeing that satisfying customers and meeting their expectations is the most important thing they do and 21.76% agreed with the statement. The study revealed that a positive relationship exist between top management commitment and organizational performance. This means that the null is rejected and conclude that there is a significant relationship between top management commitment and organizational performance. Also, the study revealed that a positive relationship exist customer focus and organizational performance. This means that the null is rejected and conclude that there is a significant relationship between customer focus and organizational performance and also, the study revealed that a positive relationship exist between employee involvement and organizational performance. This means that the null is rejected and conclude that there is a significant relationship between employee involvement and organizational performance in Mukwano group of companies. The study recommends that the company should increase on the variety of commodities produced. The company should also embrace other total quality management practices such as performance appraisals to the employees and this can help to improve on the work performance of the employees and this can benefit the organisation. The study also recommends that much emphasis on employee training should be done so as to improve on the quality ofthe products.