STRATEGIC QUALITY MANAGEMENT PRACTICES AND OPERATIONAL PERFORMANCE OF SOFT DRINK MANUFACTURING FIRMS IN NAIROBI COUNTY, KENYA

Ivy Wamuyu Kinyua, Antony Sije

Abstract


The general objective of this study was to establish the influence of strategic quality management practices on operational performance of soft drinks manufacturing firms in Nairobi County. Specifically, the study sought to measure the impact of continuous improvement on operational performance of soft drinks manufacturing firms in Nairobi County and to quantify the effect of  customer management on operational performance of soft drinks manufacturing firms in Nairobi County. This study was guided by the stakeholder theory, and agency theory to explain the relationship between the study variables. The research adopted descriptive survey method. The target population included 64 soft drinks manufacturing firms listed to be operating in Nairobi County. The unit of observation were heads of operations and human resource unit of each soft drinks manufacturing firm. The total target was 128 respondents. The findings of the study indicated that continuous improvement and customer management had a positive impact on the performance of the soft drink manufacturing firms in Nairobi County, Kenya. The study recommends that firms should foster a culture of quality within the organization by involving employees at all levels in the audit process and encouraging them to take ownership of quality improvement. The targeted firms should also consider factors such as geographical location, production capabilities, and sustainability practices when selecting suppliers, as these can impact the overall efficiency and effectiveness of the supply chain. The study also recommends policies that encourage collaboration between soft drink manufacturers and other stakeholders, such as government agencies, industry associations, and research institutions, to address shared challenges and opportunities.

Key Words: strategic quality management practices, continuous improvement, customer management, operational performance, soft drinks manufacturing firms 


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