Factors Affecting Quality Management in Public Institutions: A Case Study of Machakos University, Kenya

Abstract

The main purpose of this study was to determine factors affecting Quality Management in public institutions, a case study of Machakos University. The specific objectives of this study were: to establish how top management commitment affect the implementation of Quality Management in public institutions, to investigate the extent to which employee’s training affect the implementation of Quality Management in public institutions, to assess the extent to which organizational culture affect implementation of Quality Management in public institutions and to determine the effect of communication on the implementation of Quality Management in public institutions. The study adopted a case study research design targeting 42 individuals. The design allowed for a wide range and generalized study covering a number of related items which is used to generalize for the same business within a given set up. The study sampled all the target population using census. Census method enhances the generalizability of the study findings since it eliminates both the sampling bias and sampling error, which are often associated with sampling. Questionnaires were used to collect data which had both closed and open ended questions. Data was analyzed qualitatively and quantitatively through descriptive statistics such as frequencies and percentage and later presented in tables, pie-charts and pie-graphs. The findings of this study revealed that top management commitment is a critical factor in implementation of Quality Management and that top management commitment positively influences implementation of Quality Management. The study also established that organizational culture is a critical factor in implementation of Quality Management and that appropriate organizational culture positively influences implementation of Quality Management as cited by 60% of the respondents. The study revealed that employee training positively affected implementation of Quality Management according to 70% of the respondents. In addition, the study concluded that Communication is an important factor with positive influence in implementation of Quality Management. The study thus recommends that top managements commit themselves in providing leadership and key resources needed in Quality Management. Secondly, the study recommends that university train its employees on Quality Management initiatives. It is also recommended that these trainings are conducted frequently and at all levels in the university. Thirdly, the study recommends that university develop group, hierarchical, developmental and rational culture so as to enhance total Quality Management. Lastly, the study recommends that quality managers and management develop appropriate, effective and flexible communication systems that allow free flow of quality information at all levels in the university. The study suggests that further research should be carried out on factors influencing the attainment of ISO certification among public institutions.

Keywords: Sort, Systematize, Sweep, Standardize, Self-Discipline, International Organization for Standardization, Quality Management, Statistical Quality Control, Total Quality Management