Total Quality Management and Financial Performance of Beverage Firms in Uganda: a Case Study of Century Bottling Company in Mukono District

Abstract

The main objective of the study was to establish the relationship between Total Quality Management and financial performance of beverage firms in Uganda basing on the following specific objectives; to examine the relationship between product quality and financial performance of beverage firms in Uganda, to evaluate the relationship between service quality and financial performance of beverage firms in Uganda, and to establish the relationship between customer focus and financial performance of beverage firms in Uganda

This study adopted a case study design which allows an in-depth analysis about the variables of study which concentrated in a smaller area thus single organization. The researcher however adopted both quantitative and qualitative research approaches in conducting the study. Stratified random sampling was used as the respondents were categorized in to different groups basing on age, gender and education level. The sample size for this study was established using Krejice and Morgan Table (1970), thus 50 respondents which provided the corresponding sample size of 44 as shown against the study population and this became the number of respondents that responded to the study instruments. Data was collected by the use of questionnaire, then analysed using Statistical Package for Social Scientists.

Findings revealed that Quality related activities have a huge impact on the success of beverage firms in Uganda, the company emphasizes on continuous improvement at all levels, is keen in providing products in different shapes based on buyers’ wishes, works to improve quality of their products to attract a greater number of customers. Besides that beverage firms in Uganda communicates closely with the community to identify and understand how they define quality service, builds its competitiveness on the basis of providing high quality services, and believes providing services after sales are one of the most important means to gain customer loyalty. Nevertheless, beverage firms in Uganda take the view of customers when developing new products, and its Administrators and supervisors encourage activities that improve customer satisfaction.

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