INFLUENCE OF TOTAL QUALITY MANAGEMENT PRACTICES ON PERFORMANCE IN NANDI COUNTY ASSEMBLY
Maiyo, K. Philemon Nengo
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The primary goal of public organizations is to offer quality services to the society within the constraints of available budgets; however, a number of public sectors have not been reliable on such role. Lack of these services in the public sector is what informed the need for the current study. This study was to evaluate if the TQM practices in Nandi County assembly have influenced performance to the satisfaction of the electorates. The research was guided by the following research questions: Has top management commitment influenced performance in Nandi County assembly? Has training of employees and elected leaders influenced performance of Nandi County assembly? Has continuous enhancement influenced performance of Nandi County assembly? Is customer focus influencing performance in Nandi County assembly? The descriptive research design and inferential statistics was used in the study. The study used a census technique on the top management staff, which included four directorates, legislators and Ward office staff. The information was gathered through the use of a questionnaire, which was distributed to a target population of 300 people of which 281 people responded. The Statistical Package for Social Science SPSS version 25.0 was used to analyze the data. A correlation analysis as well as a multiple regression analysis were carried out. The findings of the study evidenced by multiple regression analysis and correlation analysis showed that TQM practices in Nandi County assembly have significantly influenced performance to satisfaction of the electorates. The study revealed that county assemblies need to have continuous enhancement because this will improve customer satisfaction. Additionally, the study places a strong emphasis on staff training because it improves organizational effectiveness. In order to improve service delivery to electorates, the report also advises Nandi County Assembly to forge ties with them by providing feedback. The study's concluding finding is that TQM techniques in the Nandi County legislature undoubtedly influences performance to client’s satisfaction.
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