Total Quality Management Practices in Selected Private Hospitals in Nairobi, Kenya.

Abstract

The study assesses the existence of total quality management systems in selected private hospitals in Nairobi, Kenya.  The critical factors for TQM implementation were also examined including the performance measurement for the effectiveness of these quality systems. This was a case study research design and convenience sampling was done for the top level managers, whereas stratified random sampling was done for the middle level functional managers.  Data for identifying the critical factors influencing total quality management in the hospitals and its implementation was collected using semi-structured and structured questionnaires. Quantitative data analysis was done using principle component analysis. Factor analysis was done using analysis of moment structures. The results and findings of the study will be vital for the improvement of service provision in hospitals in developing countries.

Key words:Total quality management, Quality management systems, Performance management.