Effect of Total Quality Management Practices on Organizational Performance in The Insurance Industry: A Case of ICEA Lion Group, Kenya.
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Date
2024
Authors
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Journal ISSN
Volume Title
Publisher
Daystar University, School of Business and Economics
Abstract
The adoption of total quality management (TQM) practices by organizations often presents a variety of challenges that can significantly impact their overall performance. The current study aimed to investigate the effects of TQM practices specifically within the insurance sector, focusing on the case study of ICEA Lion Group in Kenya. To guide this investigation, several key objectives were established. Firstly, the study sought to identify and describe the specific TQM practices implemented at ICEA Lion Group. Secondly, it aimed to assess the various measures of organizational performance utilized by the company. Finally, the study endeavored to determine the direct effects of TQM practices on the organizational performance of ICEA Lion Group. The theoretical framework underpinning this study is grounded in several key theories: Deming’s Theory, which emphasizes the importance of quality and continuous improvement; Total Quality Management (TQM) Theory, which provides a comprehensive approach to long-term success through customer satisfaction; and Resource-Based Theory, which focuses on leveraging organizational resources for competitive advantage. A descriptive research design was adopted for this study, which allowed for the collection of extensive data regarding the variables of interest. The research population consisted of 130 employees from the various departments at the ICEA Lion Group headquarters, from which 98 employees were selected as the target population for this study. To ensure a representative sample, a stratified random sampling technique was employed, capturing respondents from different levels of management, ranging from lower to top management. Data analysis was conducted using the Statistical Package for Social Science (SPSS) version 23, which facilitated the processing of the collected information from the respondents. The results were then presented in a variety of formats, including tables, figures, percentages, and frequencies, to effectively communicate the findings. The findings of the study indicated a clear influence of TQM practices on the organizational performance of ICEA Lion Group. Based on these findings, the study put forth several recommendations, including the necessity for increased investment in effective management styles, greater opportunities for employee participation in decision-making processes, enhanced budgeting for research and development initiatives, and the adoption of modern, advanced technologies to streamline processes. These measures are expected to promote optimal organizational success and improve overall performance within the company.
Description
MASTER OF BUSINESS ADMINISTRATION
in Strategic Management
Keywords
Total quality management (TQM), Overall performance., Long-term success
Citation
Gathoni, G. E. (2024). Effect of Total Quality Management Practices on Organizational Performance in The Insurance Industry: A Case of ICEA Lion Group, Kenya. Daystar University, School of Business and Economics.