The Relationship Between Total Quality Management Practices And Operational Performance In Service Organizations In Zimbabwe

Abstract

The purpose of this research study was to explore the relationship between Total Quality Management practices and performance in service organisations in Zimbabwe during the period 2019-2023. There was no previous research that had been carried out to examine Research carried out elsewhere had shown mixed results on the effect of how TQM is related to organisational performance in the service sector. Of interest to many has been the research findings that, TQM practices are positively related to performance in service organisations in Zimbabwe and hence the need to carry out this study. Literature in this study covered different aspects, such as similar studies carried out in Zimbabwe, Africa, and the world at large. More so, the literature reviewed previous research findings from the developed world, and the relationship between TQM practices and performance was positively skewed. The research study followed a mixed approach to gather both quantitative and qualitative data. A structured self-administered questionnaire was used to gather primary data while documentary evidence was used to gather secondary data. The study found that there was a positive relationship between TQM practices and the performance of organisations in the service sector in Zimbabwe. The conclusion made was that TQM practices when implemented, the service organisations would benefit in performance. Finally, it was recommended that service organisation in Zimbabwe should take up and implement TQM practices for them to realize improved performance.