Total Quality Management Practices And Performance Of Garissa County Government, Kenya

ABSTRACT

County governments in Kenya are working on achieving maximum quality possible both on the services and products offered. As a result all the Counties have opted for the adoption of Total Quality Management. Despite the widespread use of Total Quality Management still most of the Counties have not achieved the expected performance. However it is not clear why this undesirable situation persists. Therefore, this study investigated the influence of total quality management practices on the performance of Garissa County Government, Kenya. The specific objectives were to examine the influence of process management, strategic quality planning, customer focus and employee relation on the performance of Garissa County Government, Kenya. This study was anchored by four theories namely quality management theory, structural contingency theory, systems theory and customer relationship management theory. Inferential statistics involved testing the relationship between variables using multiple regression analysis. The research found out that process management, strategic quality planning, customer focus and employee relations had a positive and significant influence on the performance of Garissa County government. Process administration empowers the County legislature of Garissa to take control of their horde forms and always endeavor to enhance them to make a more proficient association better equipped for conveying its finished results as well as administrations and helps the administration of the County government understanding their larger objectives for the County all in all. Vital quality arrangement is the way to deciding the correct quality activities for the County administration of Garissa. Having a client center is typically a solid supporter of the general accomplishment of a County government and includes guaranteeing that all parts of the County put its clients' fulfillment first. The County administration of Garissa puts more accentuation on positive representative relations with the end goal to improve a solid connection between its workers. The investigation prescribes that the County legislature of Garissa should execute their procedure administration by first characterizing the means associated with a work procedure so they can figure out what can be enhanced, what can be robotized, and how it very well may be followed. For the County legislature of Garissa to accomplish its vision it ought to adjust the yearly objectives to its real change activities or quality projects and incorporate them into the vital arrangement. The County legislature of Garissa should center around client needs and desires, give customized and quality client encounter, convey right administrations at the perfect time and spotlight on building valuable association with clients. The County legislature of Garissa ought to recognize factors impacting their worker relations, drive the joining of representative relations forms with other individuals administration/human capital capacities and screen and survey the adequacy of representative relations procedures and arrangements in accordance with County key objectives.