Strategic Quality Management Initiatives and Performance of Mobile Communications Service Providers in Kenya

Baraza, William J. (2015) Strategic Quality Management Initiatives and Performance of Mobile Communications Service Providers in Kenya. Masters thesis, University of Nairobi.

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Abstract

Survival for companies in the corporate world is depended on many factors. Some of these factors can be categorized as internal to the companies others are external to the companies. The internal factors may constitute the strengths and weaknesses of the organizations while the external may constitute the opportunities and threats to the organizations. This is normally abbreviated as SWOT. SWOT analysis is used by firms to identify their strength, weakness, opportunity and threats. Strategic quality management is one of the management concerns in the modern corporate world that can have a great impact to an organization whether it the organization adopts it or not. Organizations need to evaluate adoption strategic quality management since this is one way of improving on their strength and reducing their weaknesses. Strategic quality management if successfully adopted can greatly improve the performance of a firm. This is study is about strategic quality management initiatives and organizational performance in mobile communications service providers in Kenya. Mobile telephony has been around for the last less than twenty years. In Kenya, mobile telephony was introduced in the year 2000. The industry has witnessed phenomenal growth since the introduction of mobile telephones. The phenomenal growth has come with it unprecedented challenges of ensuring continuous provision of quality services to the large and growing number of mobile telephone subscribers. Constant change in technology also presents a challenge to the mobile operators to keep up with the latest technologies in order to provide excellent service to end users. This is besides the competitive environment in which mobile operators play in. This study will therefore investigate and determine the strategic quality initiatives that mobile operators have adopted and establish how these initiatives affect the organizational performance of mobile communications services providers in Kenya. The organization performance will focus on financial performance, innovation performance and operational performance. The study will make use of structured questionnaire to collect data from management teams who work with the registered mobile operators in Kenya

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > HF Commerce
Divisions:	Africana
Depositing User:	Mr Nahum Osman
Date Deposited:	23 Jun 2016 09:09
Last Modified:	23 Jun 2016 09:09
URI:	http://thesisbank.jhia.ac.ke/id/eprint/540

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