The Effect of Total Quality Management on the Performance of Confectionary Enterprises in Uganda Case Study of De-Novo Bakery, Kampala

Abstract

The study aims at establishing the effects of total quality management on performance of confectionary enterprises. It examined the relationship between commitment to quality and performance of confectionary enterprise, established the relationship between customer focus and performance of confectionary enterprise and assessed the relationship between continuous improvement and performance of confectionary enterprise. The key variables were; commitment to quality and performance of confectionary enterprise, customer focus and performance of confectionary enterprise and continuous improvement and performance of confectionary enterprise.

In pursuance of the above aim, the researcher employed a case study design using the quantitative study approach where questionnaires were designed and used as primary tools for collecting data using random sampling techniques and document review as a secondary tool for collecting data, which was analyzed using descriptive analysis, and results/findings were presented in tables. The sample size of the study constituted of 52 respondents where the entire population constituted of 60 members.

The findings implied that the bakery has a policy on quality which is communicated to employees and this is seen the way employees demonstrate the attributes of quality. The bakery has a customer focus practice aimed at understanding, analyzing information and satisfaction of customers’ expectation. It also has a practice of continuous improvement, which is an important aspect at examining the different practices as well as reducing defects or errors within the company so as to achieve performance in terms of sales, liquidity and profits.

In conclusion, the results reviewed that TQM has a positive and significant relationship with performance of a confectionary enterprise. Recommendations from the findings of the researcher, the management of De-novo bakery should teach and encourage quality management practice at all levels, develop a customerdriven quality strategy and use the principles of continuous improvement approach to attain performance of confectionary enterprises.