An Assessment of the Impact of Total Quality Management on Profitability of Ok Zimbabwe: A Case of Ok Kuwadzana 2 2017-2019

Abstract

The research sought to assess impact of total quality management on profitability of OK Kuwadzana 2. The background to the study and research objectives were identified from the research problem which was the decline in profitability, revenue growth and market share. Literature on total quality management was reviewed with core authors including Deeming (2016) and Crosby (2016). The researcher applied the descriptive research design with a sample size of 19 employees and 25 customers. Primary and secondary data was collected through the use of questionnaires and interviews. Research findings presented, analysed and interpreted showed that the total quality management practice is not communicated to all employees, there is no total member involvement regarding employee participation in organisational decisions, customer satisfaction levels are low and a number of challenges are being faced in relation to profitability including increasing competition, escalating labour costs, and changing consumer behaviour and multi-channel buying. The researcher made the following recommendations: total quality management practice should be communicated to all the employees promoting total member involvement and other solutions targeted on implementing total quality management and solving organizational challenges. The research was a success as it answered the research questions raised by the study and further areas of research were also highlighted by the researcher as the areas of study are not exhausted.