The Effect of Quality Management on Performance of an Organization a Case Study of Kisakye Pharmaceuticals Limited
Author: SSONKO RAYMOND PAUL
Supervisor: Moses Kibrai
This study investigated the impact of quality management on the performance of organizations.The specific objectives of the study were; to find out the impact of customer focus on the performance of organizations; to investigate the impact of team working on the performance of organizations and to establish the impact employee involvement on the performance of organizations.
The study adopted the case study design with quantitative and qualitative research techniques. A total sample size of 40 respondents from Kisakye Pharmaceuticals Limited was used. Self-administered questionnaires and face to face interviews were used to collect data. Data was coded and later processed and analyzed and presented using means and standard deviation.
From the study it was revealed thatcustomer satisfaction can be achieved by confining their quality considerations of the products and that the product designs and packaging comply with customer requirements. It can also be revealed that an organization achieves cost effectiveness by organizing people in teams which makes it easy to identify and use the specific strengths of every individual member. Employee involvement creates more efficient and productive workforce, is applied as a problem-solving and process improvements to the company's quality initiatives. It was also revealed that the organization has been able to perform well in terms of customer satisfaction, cost effectiveness and market share.
It is recommended that the organizations shouldtry to find out what people want, how much and how often they will buy and how their post-purchase satisfaction will be ensured, it was also recommended that the organization should ensure after sales services or checking that the customer has had a satisfactory experience extends customer relationship
In conclusion, customer focus, employee involvement and team working are important factors of quality management that can improve the performance of organizations by ensuring customer satisfaction, cost effectiveness and market share.