EFFECT OF TOTAL QUALITY MANAGEMENT ON PERFORMANCE OF SELECTED TABLE WATER COMPANIES IN KEFFI, NASARAWA STATE

Abstract

Despite increasing advertisement and investing hugely in technology, it has been observed that table water companies continue to perform below average in their operations which necessitated this study that examined effect of total quality management on performance of table water companies in Keffi. A structured five-point Likert scale questionnaire was used in a survey design to gather primary data from a sample of 112 employees in selected table water companies in Keffi. Multiple regression analysis was used to analyse the data. The study found that customer focus has a negative and significant effect on performance while continuous process improvement and management commitment have a positive and insignificant effect on performance. The study recommends that they should carefully reassess their strategies for customer focus and operational efficiency. This could be done through streamlining processes, improving supply chain management to enhance overall performance without compromising customer satisfaction. Also, they should reevaluate their approaches to continuous process improvement. This could be done by having a closer examination of the specific improvement initiatives in place, the methods used for implementation, and the metrics used to measure operational performance. Similarly, they should explore the nuances of management commitment and its impact on operational performance. This could involve assessing the consistency and visibility of management support for operational improvement initiatives, ensuring that commitment is effectively communicated throughout the organization.