A Dissertation submitted in Partial fulfilment of the Requirement for the Award
of the Degree of Master of Business Administration in Corporate Management
(MBA-CM) of Mzumbe University
The objective of this study was to examine how the implementation of Total Quality
Management principles can contribute to improving the performance of International NonGovernmental Organizations in Dar es Salaam. The targeted population for this research
comprised of International Non-Governmental Organizations with headquarter in Dar es
Salaam. A semi-structured questionnaire was used to collect data from all 60 International
Non-Government Organizations in Dar es Salaam.
The study revealed that International Non-Government Organizations in Dar es Salaam
are effectively implementing all eight principles of Total Quality Management. These
principles include employees’ involvement, continuous improvement, focus on customers,
systems and processes, strategic and systematic leadership, decision making based on
facts, communication and integrated system. Also, the study confirmed that effective Total
Quality Management positively predicts performance improvement of International NonGovernment Organizations in Dar es Salaam. Lastly, the study revealed barriers to Total
Quality Management implementation. These barriers include those related to ineffective
Management and systems which lead to the absence of ineffective performance measures and
appropriate systems and processes in place. There are also barriers related to people
which includes inappropriate organizational culture, resistance to change, and poorly
trained workers. Lack of resource which limits investment inappropriate structures and
technology is also another barrier to effective implementation of Total Quality
Management.
The study concludes that the Implementation of Total Quality Management contributes to
improved organizational performance. It was also noted that a Strategic and systematic
leadership approaches is a catalysing principle to other principles. For other Total Quality
Management principles to be implemented, the organization require effective strategic and
systematic leadership. The study recommends that organizations should design
a management framework that embraces principles of Total Quality Management in order to
improve performance. Management should address barriers hindering the implementation of
Total Quality Management. This require reliable strategic leadership in place.