The TQM Journal

Babatunde, Yomi ; Sui Pheng, Low

2015 The TQM Journal

doi: 10.1108/TQM-06-2015-0076

Purpose – The purpose of this paper is to design and test a model integrating the attributes of national culture and total quality management (TQM) principles for successful TQM implementation in international projects involving Chinese construction firms in Nigeria. Design/methodology/approach – Based on the culture-specific relationship between TQM implementation and national culture and ISO 9001 being a stepping stone to TQM implementation, a model in the form of a matrix was designed integrating Hofstede’s five national cultural dimensions (NCD) and ISO 9001 eight quality management principles. The model was then tested through a three-phase research process including cross-sectional surveys of the Chinese ( n =48) and the Nigerians ( n =80) (Phase 1), Delphi study involving TQM experts ( n =12) (Phase 2), and case studies of Chinese projects in Nigeria ( n =6) (Phase 3). Findings – The model predicts important attributes of national culture and TQM principles for achieving good-quality performance, the management of which leads to a Chinese firm being perceived as delivering good or poor-quality services in Nigeria. Statistical testing using κ statistics revealed significant agreement between two perceived good-quality Chinese firms on the important attributes and significant disagreement between perceived good-quality and poor-quality Chinese firms in Nigeria. Research limitations/implications – The model designed is based on ISO 9001: 2008 version. Practical implications – International businesses in Africa will benefit from this study’s findings. Social implications – Overseas Chinese firms’ service quality perceptions can be better managed. Originality/value – This empirical study presents a model for successful TQM implementation through ISO 9001.

Ndaita, Paul Mumo ; Gachie, Thomas ; Kiveu, Christopher W.

2015 The TQM Journal

doi: 10.1108/TQM-06-2015-0078

Purpose – The purpose of this paper is to determine the level of Lean Six Sigma (LSS) implementation at National bank Operations Division by utilizing the five stages of progress identified by Gygi et al. (2005), namely, initialize, deploy, implement, expand and sustain. A further aim was to determine the impact of implementation so far on various operations within the division. Design/methodology/approach – The study was conducted within the head office. Data were gathered through a questionnaire distributed to all employees working in the operations division via e-mail. Responses were analyzed using SPSS v20. Findings – The results obtained indicated that 99 percent of the respondents agreed or strongly agreed that the bank has past stages 1 and 2 and are now implementing stage 3. The finding also showed that there was a significant impact on a number of operations including reductions in average process cycle times, reductions in costs, reductions in turnaround times and reductions in error rates. Research limitations/implications – The research findings are limited to National Bank of Kenya Ltd and may not be generalized to other organizations. Further research will have to be carried out to cover other types of organizations to establish general impact. Practical implications – The findings of the study provide evidence of the practical benefits of LSS as well as justification for the adoption and implementation of LSS principles and techniques in the National Bank of Kenya with possible similar benefits for other financial services organizations. Originality/value – This study is the first to report on the implementation of LSS in a Kenya bank.

Graham, Nicholas Kingsley ; Owusu, Isaac

2015 The TQM Journal

doi: 10.1108/TQM-05-2015-0068

Purpose – Implementing quality programmes faces challenges and are not able to yield the needed results. The purpose of this paper is to examine the extent to which three key variables referred to as employee development, empowerment and participation (EDEP) determine the success of a quality programme of printing firms in Ghana. Design/methodology/approach – The study is purely quantitative and data were collected from a cross-sectional survey of workers from printing firms in Ghana. The questionnaire instrument assesses the practices of the firms on development, empowerment and participation of employees. Descriptive, correlation and multiple regression analyses were performed to ascertain the contribution and relationship of the variables to quality achievement. Findings – EDEP is directly and significantly related to print quality achievement. Among the three variables, participation has the greatest effect and contributes significantly to quality achievement. This is followed by empowerment, which has moderate effect on successful quality programme. Research limitations/implications – The study was unable to evaluate entire Total Quality Management dimensions. More extended research, preferably longitudinal study, is needed to establish how EDEP affect quality achievement in organisations. Practical implications – Achieving quality printing depends on the level of attention to EDEP. The study suggests that when employees participate fully in quality drive and self-manage their actions and duties, high-quality printing can be assured. Social implications – The study provides useful information on factors that have been overlooked or given less attention, yet affect quality programmes of the firms. Originality/value – The study empirically measure critical success factors of a quality in the printing firms.

Douglas, Jacqueline

2015 The TQM Journal

doi: 10.1108/TQM-04-2015-0052

Purpose – The purpose of this paper is to examine what mystery shopping is, why it is used and how mystery customers are trained and how the information collected is fed back to the client organisation. Design/methodology/approach – The approach was to use an online survey of mystery shoppers compares the reality of the situation with the best practice identified from the extant literature. Findings – The main outcome was that results identify good and bad practices in all areas of the process and guidelines for the recruitment, training and monitoring of mystery shoppers are proposed including in-depth training in all aspects of the job. Research limitations/implications – A sample of 85 mystery shoppers was used and only in the UK. It would be interesting to widen this out internationally. Practical implications – Mystery shoppers are used worldwide by services to evaluate the performance of their front-line people and processes but are their evaluations valid and reliable? This research identifies good and bad practice which should help managers to design their training for mystery shoppers. Originality/value – The paper addresses a gap in the literature on the perceptions of mystery shoppers.

Nawelwa, Joyce ; Sichinsambwe, Chanda ; Mwanza, Bupe Getrude

2015 The TQM Journal

doi: 10.1108/TQM-06-2015-0080

Purpose – Total quality management (TQM) is a management approach that was established to seek sources of continuous motion of improvement to provide quality products and services to customers or clients. TQM promotes organizational effectiveness through promoting stakeholder satisfaction, pursuing continuous improvement and fostering proactive leadership. The purpose of this paper is to explore TQM practices in secondary schools. The researchers set objectives which were to identify the TQM principles being practiced in secondary schools, the extent to which these principles are practiced and finally to determine the factors that affect the practice of these principles. The paper includes findings from an exploratory study of TQM practices in Zambian secondary schools. Design/methodology/approach – The research employed a purposive and simple random sampling in order to collect data from 120 secondary school teachers from a total of 1,740 secondary school teachers in Lusaka district drawn from ten secondary schools which were stratified into five zones, namely, Lusaka Central, Chilenje, Mumuni, Chibolya and Chunga zones. Questionnaires and structured scheduled interviews were used to collect data for the research. The research was also anchored on the theoretical and conceptual framework where hypotheses were formed and tested. Findings – The research formed hypotheses based on the seven principles of TQM and this was also verified through the analysis of questionnaires and structured interviews conducted. From the analysis and interpretation of the results, the following was found. Teamwork principle was found to be practiced although most respondents did not know the extent to which it was been practiced. Continuous improvement and training are also principles which were explored and found to be practiced. For continuous improvement, most of the respondents indicated this to have been achieved through carrying out monthly tests and end of term examinations to measure the excellence in-service delivery, as for the training principle; this has been interwoven with the policy of the ministry in programmes aimed at training in-service teachers and anticipated teachers. For the commitment principle, there was commitment from management with a view to working together for pupil satisfaction. For the quality principle, it was found that, at 95 per cent confidence level the mission statement, the motto and the vision of the school depicted quality-related activities. The research also established that at 95 per cent confidence level, teachers were empowered to take direct action whenever action is likely to affect quality. Practical implications – First, the value of this research was to inform management on the need to employ strategies aimed at sensitization programmes before, during and after the programme has come to an end. Second, to promote work attitudes that should promote quality management in education for continuous improvement in pupil performance. Third, for TQM to create a platform among head teachers, teachers, pupils, parents and other stakeholders to work to everyone’s ultimate advantage. Originality/value – This research is original work as it has never been done before in Lusaka district.

Muange, Rosemary ; Maru, Loice C.

2015 The TQM Journal

doi: 10.1108/TQM-06-2015-0075

Purpose – The purpose of this paper is to determine the effect of strategic alliances on firm performance and the moderating effect of firm size in retail firms in Nairobi County in Kenya. Design/methodology/approach – Resource Dependency Theory was used to guide the study. The study adopted explanatory research design. Questionnaires were used to collect data from sample of 216 respondents through stratified and simple random sampling technique. The study used inferential statistics to test hypotheses. Findings – Study findings indicated that joint marketing alliances, procurement-supplier alliances, joint manufacturing alliances and technology development alliances have significant and positive effect on firm performance. Based on the findings, creating a joint marketing, procurement-supplier, joint manufacturing and technology development alliances mostly enhance firm performance. Research limitations/implications – The study considered only one county out of 47, although this county hosts the capital city, where most of the firms considered are located. It therefore is representative of all counties and firms considered in this study. It also considered top management staff and thus may have an effect since the lower cadre staff were not considered. However, most of the required information was expected from top management since these are the ones who make decisions, and hence most affected by strategic alliances. Practical implications – This study has practical implication on firm performance because it has established that strategic alliance improves on overall firm performance. This manifests itself in terms of improve productivity, production efficiency and profitability. It also helps in the availability of products to the end users. Social implications – Through improved productivity, efficiency and profitability, this translates to improved terms of payment of staff and hence improved quality of lives of their families and communities within which they live. It also enables the firms to participate more in corporate social responsibility projects which in turn improves the standard of living of the communities around them. Originality/value – The study has provided an empirical insight on the importance of strategic alliance on firm performance. This is the first study done in the Kenyan context concerning strategic alliances formed by firms to improve on their performance especially on retail firms.

Mak, Lui Ming

2015 The TQM Journal

doi: 10.1108/TQM-06-2015-0090

Purpose – The purpose of this paper is to increase awareness regarding the implementation of a quality management system in the travel agency sector by identifying similarities and differences in the perception of the ISO 9001 certification by travel agencies in China and Hong Kong as well as to provide potential recommendations to Kenya and to other countries developing tourism industries. Design/methodology/approach – The comparative study approach is used to compare perceptions of the ISO 9001 certification by travel agencies in China and Hong Kong. Findings – Travel agencies in Kenya, China, and Hong Kong promote the benefits but address the shortcomings and challenges of implementing the ISO 9001 certification simultaneously. This certification certainly benefited travel agencies in terms of marketing, but sustaining these effects remains a challenge. Research limitations/implications – The comparative approach, while important, cannot be considered a “scientific” approach at present. The current research compared the findings of two studies; however, these works are limited in that they use different data collection methodologies. Consequently, the results may vary. Originality/value – More similarities than differences were determined in the terms of costs among travel agencies in China and Hong Kong. Various differences were identified with respect to the perceived benefits from the ISO 9001 certification. This finding can be regarded as both a challenge and an opportunity.

Moturi, Christopher ; Mbithi, Peter M. F.

2015 The TQM Journal

doi: 10.1108/TQM-04-2015-0053

Purpose – The purpose of this paper is to present the experience and impact of implementing the ISO 9001: 2008 Standard at the University of Nairobi, in relation to effectiveness on service delivery, operational performance, automation, implementation challenges and related emerging issues. Design/methodology/approach – The paper adopted a case study design approach based on qualitative analysis of internal audit reports, internal surveys and feedback, surveillance audits conducted by the certifying body, and rankings by external bodies, over a period of seven years. Findings – Significant achievements have been realized with regard to institutionalization of quality into the university processes, work environment, documentation and record management, customer satisfaction, infrastructure and facilities, use of ICT as a prime mover of performance improvement, and ranking of the university. Opportunities for improvement as well as critical success factors are presented. Practical implications – The paper reports successes that may encourage other institutions of higher learning that are not certified to implement Quality Management Systems (QMSs) according to ISO 9001 Standard by focusing on specific factors. Originality/value – This paper shows how an ISO 9001 certified QMS can improve internal institutional practices and avoid frequently experienced drawbacks.

Ochieng, Jacqueline ; Muturi, David ; Njihia, Samuel N.

2015 The TQM Journal

doi: 10.1108/TQM-06-2015-0071

Purpose – The purpose of this paper is to establish the effect of ISO 9001 implementation on the performance of organizations in Kenya. It specifically targeted organizations listed on the Nairobi Securities Exchange (NSE) which is the leading securities exchange in East Africa. Design/methodology/approach – The survey made use of web content analysis to collect data from these organizations’ web sites. Data were collected on net profit, turnover and net assets over a four-year period (2010-2013). The research used statistical data analysis to investigate the association between ISO 9001 implementation and performance. Findings – Results of the survey reveal that ISO 9001 certification influenced return on net assets of the organizations thereby influencing their performance. There was significant differences in net asset value among organizations with ISO 9001 certification and those that did not possess the certification. On profit and revenue, there were no significant differences between the ISO 9001 certified and non-certified organizations. Research limitations/implications – The research findings are limited to those organizations listed in the NSE and may not be generalized to other organizations. The study is further limited by the number of organizations participating in the study which was 20. Practical implications – The findings of the study provide justification for adoption of ISO 9001 standard in organizations in all key sectors of the Kenyan economy for sustained quality management practices. The ISO 9001 certified companies will enhance their quality management practices to achieve the successes documented in this paper while those yet to embrace the standards will draw lessons from such successes which may offer them compelling arguments to adopt them. Originality/value – Since the adoption and uptake of ISO certification in Kenya over a decade ago, no study has been carried out that directly relates ISO certification to organizational performance. This study will thus be useful as a starting point in documenting the ISO standard’s impact.

Douglas, Alexander ; Douglas, Jacqueline ; Ochieng, Jacqueline

2015 The TQM Journal

doi: 10.1108/TQM-05-2015-0066

Purpose – This paper reports the results of a pilot study on the implementation of Lean Six Sigma (LSS) in East African service and manufacturing organizations. The purpose of this paper is to determine the critical success factors for implementation of such a strategy as well as any barriers. A further aim was to determine the knowledge, usage and usefulness of LSS tools and techniques within those organizations. Design/methodology/approach – A quantitative approach was taken utilizing a survey questionnaire which was sent to a sample of organization employees who had attended Yellow, Green or Black Belt LSS training courses organized by the Kenya Institute of Management in Nairobi. Employees attending such courses came from Kenya, Uganda, Tanzania and Rwanda. Findings – Results indicate that the most useful tools are most of the original seven tools of quality improvement proposed by Ishikawa over 50 years ago and the most important factor for successful implementation of LSS is management involvement and participation. Research limitations/implications – The main limitation is that this is a pilot study so to confirm the findings a full survey of East African organization needs to be undertaken. Practical implications – The findings have implications for trainers, consultants and practitioners with regards to the implementation of LSS within organizations as well as the focus of the content of LSS training courses. Originality/value – This paper reports the first study on the implementation of LSS in East Africa and will be of value to practitioners, trainers, consultants and researchers of LSS in East Africa and beyond.