ABSTRACT
Purpose – The purpose of this paper is to examine the effect of Total Quality Management Implementation (TQMI) on organizational performance (OP) of public hospitals in in the Eastern region in Kenya.
Design/methodology/approach – This study uses a quantitative approach to test the proposed hypotheses. Empirical research design is used in this research to determine the relationship between constructs. Primary data collection is used to gather data.
Originality/value – Limited studies have examined Total Quality Management implementation in the service industry as related to the manufacturing industry. This study provides a better understanding about Total Quality Management implementation on hospital organizational performance, which is an essential and crucial service industry in Kenya.
Findings – Strategic Quality Planning (SQP) is identified as the most influential variable toward Total Quality Management Implementation while Customer Orientation is identified as the most influential variable towards Organizational Performance. Total Quality Management Implementation has a mediating effect between the independent variables (Strategic Quality Planning, Customer Orientation) and the dependent variable (Organizational Performance).
Practical implications - The findings of this research imply several managerial implications. First hospital managers that give significance to Total Quality Management can achieve high levels of performance. Secondly it also gives an explanation and evidence to what extent does each variable influence the dependent variable Organizational Performance.
Research Limitations - This research is limited to two largest public hospitals in Kenya and does not include private hospitals.
Keywords: Total Quality Management; Strategic Quality Planning; Customer Orientation; Organizational performance; Public healthcare in Kenya, Kenya.
