Impact of total quality management on organisational performance: A case of Kuntenase Government and Saint Michael’s Hospitals of the Bosomtwe District

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The study aimed at investigating the impact of Total Quality Management (TQM) on Organizational Performance. The study was conducted in the Kuntenase Government’s and St. Michael’s Hospitals of the Bosomtwi District in the Ashanti Region of Ghana. The study’s sample size was 80 from each hospital and included management, staff and clients. The research used both primary and secondary data collected from the respondents and data mining respectively. Variables used to capture TQM are management commitment through reliability, responsiveness, assurance, empathy and tangibles. The organizational performance was measured by customer satisfaction, increased productivity and competitive advantage. The data generated was analysed using the Ordinary Least Squares (OLS) regression technique to determine the significance of the independent variables has on triple constraint variables. Descriptive statistics was used to test the data. The results show that TQM has positive impact on organizational performance. In light of these findings, the study made some recommendations, such as, the need for top managements of both hospitals to continue to look into ways to increase its employees’ empowerment and participation for continuous improvement
A thesis submitted to the Department of Construction Technology and Management, College of Art and Built Environment in partial fulfillment of the requirement for the Degree of Master of Science.
Total Quality, Management, Organisation Performance