Impact of total quality management on organisational performance: A case of Kuntenase Government and Saint Michael’s Hospitals of the Bosomtwe District
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Date
2021-07-09
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Abstract
The study aimed at investigating the impact of Total Quality Management (TQM) on
Organizational Performance. The study was conducted in the Kuntenase Government’s
and St. Michael’s Hospitals of the Bosomtwi District in the Ashanti Region of Ghana.
The study’s sample size was 80 from each hospital and included management, staff and
clients. The research used both primary and secondary data collected from the
respondents and data mining respectively. Variables used to capture TQM are
management commitment through reliability, responsiveness, assurance, empathy and
tangibles. The organizational performance was measured by customer satisfaction,
increased productivity and competitive advantage. The data generated was analysed
using the Ordinary Least Squares (OLS) regression technique to determine the
significance of the independent variables has on triple constraint variables. Descriptive
statistics was used to test the data. The results show that TQM has positive impact on
organizational performance. In light of these findings, the study made some
recommendations, such as, the need for top managements of both hospitals to continue
to look into ways to increase its employees’ empowerment and participation for
continuous improvement
Description
A thesis submitted to the Department of Construction Technology and Management, College of Art and Built Environment in partial fulfillment of the requirement for the Degree of Master of Science.
Keywords
Total Quality, Management, Organisation Performance