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Elizabeth Mwikali - Master of Business Administration (Strategic Management), Kenyatta University, Kenya

Shadrack Bett - Department of Business Administration, Kenyatta University, Kenya


The Nairobi hospital operates in the health sector that is faced with high level of competition resulting from other players in the private sector including the Aga Khan hospital and MP Shah Hospital.  Customers are consistently varying their needs and wants with an increased demand for quality services from the hospital. Thus, the hospital has no option other than ensuring that quality services are offered to customers in the most convenient way. To improve on the quality of services, organizations need to embrace TQM practices that call for customer focus initiatives, strong commitment from employees and the top management and excellent channels of communication. The main objective of the study was to determine the effect of TQM practices on service delivery of The Nairobi hospital. The study was guided by the following specific objectives; To determine the effect of customer focus on service delivery at the Nairobi hospital; To establish the effect of employee empowerment on service delivery at the Nairobi hospital; To assess the effect of communication on service delivery at the Nairobi hospital; To investigate the effect of top management commitment on service delivery at the Nairobi hospital. The study was anchored on Ishikawa Theory, Deming Theory of management, Crosby Theory and the Goldman theory. These theories explain various elements of TQM and how it related to service delivery. The study adopted a descriptive research design targeting all employees at the Nairobi Hospital. Primary data will be collected using a questionnaire after a pretest. The collected data was analyzed using mean, standard deviation, frequencies and percentages. The data was then presented in the form of tables and charts. The study was an important build up to the management team of the private hospitals in Kenya, the county governments, the ministry of health, future scholars and academicians. To the management team of private hospitals, the study will help in formulation of proper TQM practices that enhances the level of service delivery. Health function in Kenya is devolved and thus the county governments will rely on the findings of the study to ensure that health units adopt sound TQM practices for excellent service delivery. The study established that total quality management practices significantly and positively influence service delivery at the Nairobi Hospital, Kenya. The study concluded that the firm significantly embraced employee empowerment as a TQM practices by involving staff in decision making and system improvement. It was concluded that to a significant extent the hospital was customer focused through focused on customer needs, expectations, values and engagement. The study further concluded that to a significant extent effective communication as a TQM practice was embraced by the Nairobi Hospital and this improved service delivery. It was finally concluded that the hospital top management was significantly committed to quality service delivery at the facility through setting clear vision and mission, objectives, values, systems, policies, communication, reward, resource provision systems to promote service delivery. The study recommends that the Nairobi Hospital needs to enhance customer engagement, feedback, handling of complaints and customized services to improve customer satisfaction. The study recommends that the organization should enhance employee empowerment through capacity development, use of modern technology to enhance efficiency, promote career development and engagement in decision making management delegation to promote service delivery.

Full Length Research (PDF Format)