The TQM Journal: Volume 27 Issue 6


Table of contents - Special Issue: Selected papers from the 19th ICIT conference Nairobi, Kenya

TQM implementation through ISO 9001: findings from Chinese construction firms in Nigeria

Yomi Babatunde, Low Sui Pheng

The purpose of this paper is to design and test a model integrating the attributes of national culture and total quality management (TQM) principles for successful TQM…


The implementation of Lean Six Sigma concept at national bank of Kenya-operation division

Paul Mumo Ndaita, Thomas Gachie, Christopher W. Kiveu

The purpose of this paper is to determine the level of Lean Six Sigma (LSS) implementation at National bank Operations Division by utilizing the five stages of progress…


Achieving quality in printing: some determining factors in the printing industry in Ghana

Nicholas Kingsley Graham, Isaac Owusu

Implementing quality programmes faces challenges and are not able to yield the needed results. The purpose of this paper is to examine the extent to which three key…

Mystery shoppers: an evaluation of their use in monitoring performance

Jacqueline Douglas

The purpose of this paper is to examine what mystery shopping is, why it is used and how mystery customers are trained and how the information collected is fed back to the…


An analysis of total quality management (TQM) practices in Zambian secondary schools: A survey of Lusaka district

Joyce Nawelwa, Chanda Sichinsambwe, Bupe Getrude Mwanza

Total quality management (TQM) is a management approach that was established to seek sources of continuous motion of improvement to provide quality products and services…


Strategic alliances on performance of retail firms in Nairobi County, Kenya

Rosemary Muange, Loice C. Maru

The purpose of this paper is to determine the effect of strategic alliances on firm performance and the moderating effect of firm size in retail firms in Nairobi County in…

Travel agencies’ perception of ISO 9001 certification

Lui Ming Mak

The purpose of this paper is to increase awareness regarding the implementation of a quality management system in the travel agency sector by identifying similarities and…


ISO 9001: 2008 implementation and impact on the University of Nairobi: a case study

Christopher Moturi, Peter M. F. Mbithi

The purpose of this paper is to present the experience and impact of implementing the ISO 9001: 2008 Standard at the University of Nairobi, in relation to effectiveness on…


The impact of ISO 9001 implementation on organizational performance in Kenya

Jacqueline Ochieng, David Muturi, Samuel N. Njihia

The purpose of this paper is to establish the effect of ISO 9001 implementation on the performance of organizations in Kenya. It specifically targeted organizations listed…


Lean Six Sigma implementation in East Africa: findings from a pilot study

Alexander Douglas, Jacqueline Douglas, Jacqueline Ochieng

This paper reports the results of a pilot study on the implementation of Lean Six Sigma (LSS) in East African service and manufacturing organizations. The purpose of this…


Making sense of opportunities in building material production

Raine Isaksson

Breakthrough improvement requires management decisions, which indicates that making sense of existing opportunities is important. This is a particular challenge when the…

An evaluation of the quality of management information systems used by SACCOs in Kenya

Christopher Moturi, Prester Mbiwa

Savings and Credit Cooperatives (SACCOs) in developing countries require core banking Management Information Systems (MISs) to run their business, serve their clients and…

Head-teachers ' motivational practices in public secondary schools in Kenya

Lillian Ocham, Ursulla Achieng Okoth

The purpose of this paper is to determine the effects of head teachers’ motivational practices on teacher performance in public secondary schools in Kenya. The objectives…

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  • Dr Alexander Douglas