Abstract
Total Quality Management (TQM) has become an accepted technique to ensure performance and survival in the modern economies. In order to facilitate and impact the quality issues globally, the International Organization for Standardization (ISO) was first published in 1987 and was subsequently revised in 1994, 2000 and 2008. The ISO 9001 standards is a quality management standards that embraces principles of TQM and which merges organizational concerns with customer satisfaction, shareholder satisfaction, process efficiency, and employee wellbeing. The study focuses on customer satisfaction, employee engagement, productivity and management control. The paper reviewed the following theories: Expectancy-Disconfirmation Paradigm (EDP) as the most promising theoretical framework for the assessment of customer satisfaction; Herzberg motivation theory; Systems theory which consists of inputs, a transformation process, outputs, feedback and the environment and Henry Fayol’s administrative theory of management which focuses on the entire organization. The study adopted a conceptual research design approach using secondary data. Conceptual analysis was used to draw inferences from QMS studies’ findings in public and private sectors and in both goods and services industries keenly after a thorough examination. The purpose of the paper is to review the extant multidisciplinary based literature on quality management to propose a theoretical model relating quality management practices and firm performance. The paper focused on three objectives. Firstly, it sought to review the extant theoretical literature on the construct of quality management. Secondly, it identified relevant supporting theories to the construct of quality management. Thirdly the paper proposed a theoretical model for explaining the relationship between quality management and performance in diverse environmental contexts.
Highlights
In the current business environment there is increasing pressure on firms by both consumers and competitors alike to continually innovate in new products and to upgrade the quality of existing goods and services
Given the above scenario organizations are encouraged to adopt International Organization for Standardization (ISO) 9001 requirements in their management systems so as to improve performance [8] and avoid losses attributed to unreliable energy source challenging development of the government
It has led to consistent presence of health workforce at service delivery points resulting in an increased number of customers served. This is reaffirmed in a study done by Karani and Bichanga [11] whereby Kenya Wildlife Services (KWS) employees maintained that the organization should understand the current and future needs of customers and that business performance and customer satisfaction are enhanced by quality management practices
Summary
In the current business environment there is increasing pressure on firms by both consumers and competitors alike to continually innovate in new products and to upgrade the quality of existing goods and services. The main concern of any organization is to reach the world class excellence through high quality products and services, customer satisfaction, and cost reduction with profit optimization [1]. Just like many African countries, is confronted by a myriad of challenges in improving its capacity to meet production and quality standards which are obligatory to access foreign markets, especially the European Union which is one of Kenya's biggest trading partners. ISO (International Standards Organization) offer Kenya convenient solutions that will respond to the local and global market demands, and be a panacea to the technological problems that it encounters. Given the above scenario organizations are encouraged to adopt ISO 9001 requirements in their management systems so as to improve performance [8] and avoid losses attributed to unreliable energy source challenging development of the government. Organizations will benefit from the details of the paper improve their quality management systems in place for better organizational performance
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