Lucy Simundi

Application of total quality management philosophy-Parastatals, Zambia

Assessment on application of total quality management philosophy A case of Zesco and Lusaka Water and Sewerage Company

• Broschiertes Buch

Produktbeschreibung

Total quality management (TQM) is a firm-wide management philosophy of continuously improving the quality of the products/services/processes by focusing on the customers' needs and expectations to enhance customer satisfaction and firm performance. TQM has been proposed to improve business performance and received considerable attention in recent researches. Despite the recent research efforts on effects on total quality management, little work has been done on effects of total quality management implementation in performance of public sector institutions in Zambia, particularly the parastatal utility companies. This study sought to investigate the application of total quality management principles parastatals corporations in Zambia. The scope of the study targeted parastatals utility companies in Zambia with particular focus on ZESCO and LWSC. The study indicated that ZESCO and LWSC had been providing poor services and delayment in responses to its customer hence they need a competitor.

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Produktdetails

• Verlag: LAP Lambert Academic Publishing
• Seitenzahl: 148
• Erscheinungstermin: 14. Dezember 2021
• Englisch
• Abmessung: 220mm x 150mm x 9mm
• Gewicht: 238g
• ISBN-13: 9786204211794
• ISBN-10: 620421179X
• Artikelnr.: 63267797

Autorenporträt

LUCY SIMUNDIMaster Degree from Information and Communications University. Graduate from School of Humanities and Social Sciences.