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

      Аннотация: 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.

Ключевые слова: Total Quality Management, Total Quality Control, Parastatal, Zambia Electricity Supply, Lusaka Water and Sewerage Company, Implementation