Total Quality Management Practices and Firm Performance in Non-Governmental Organizations in Nairobi City County, Kenya

Most businesses in Kenya are grappling with reduced funding and performance challenges, leading them to implement rigorous restructuring measures. This includes downsizing their workforce, relocating to smaller offices, and scaling down their operations within the country to address the dwindling financial support. The limited independence of some of the leading organizations in the field appears to be a significant impediment to TQM adoption in NGOs. This study therefore sought to investigate the influence of total quality management practices on the firm performance in non-governmental organizations in Nairobi City County, Kenya. Theories guiding the study include; balance scorecard model, human capital theory, goal setting theory and customer relationship management theory. This study employed a descriptive research design and focused on 8 chosen Nairobi County NGOs. The participants consisted of 1703 employees from these selected NGOs. A proportionate stratified sampling approach was deployed, with participants selected through a simple random sampling method. 325 respondents formed the sample size. Structured questionnaires were the data tool. Questionnaires were piloted to 32 respondents from the Aga Khan Foundation in Nairobi City County, Kenya. Content validity was to test validity of the instrument. The Cronbach alpha score test was used to test reliability of the instrument. The study found that top management support, employee empowerment, customer orientation and continuous improvement had a positive notable influence on Nairobi County NGOs performance. The study concludes that continuous improvement helps to keep employees motivated, as they are constantly looking for new ways to improve products or processes. The organization that prioritizes understanding and meeting their customers’ expectations and needs improve customer satisfaction. Empowerment aims to create an independent staff involved in decision-making. The top management commitment creates a positive work environment which is essential in fostering committed employees. The study recommends that for effective continuous improvement the organization should spot a potential area for enhancement and formulate a strategic plan for managerial implementation, implement the identified change on a small scale by objectively measuring its effectiveness, verify the change and implement the solution. The organization should put their customers’ needs first by better understanding their wants, interests, and pain points. The organization management need to tailor their empowerment strategy to individual employees and their firm culture. The firm management should build a strong teamwork culture facilitates a healthy work environment.