Supply Chain Resilience: Conceptualization of Total Quality Management and Performance of Kenya Medical Supplies Authority
Keywords:
Fact-Based Decision-Making, Process Approach, Relationship Management, Healthcare Supply Chain
Abstract
Total Quality Management is an essential management approach that enables organizations and leaders in the modern era to leverage strategic management in running successful businesses. Managers are empowered to improve the quality of services and products by incorporating key total quality management principles, including fact-based decisions, process-centric approaches, relationship management, and employee engagement. However, the Kenya Medical Supplies Authority has faced scrutiny due to inefficiencies and service delivery delays, which are hindering access to essential healthcare services. This study focuses on assessing the Kenya Medical Supplies Authority's performance in applying the four Total Quality Management principles, which received inadequate attention in previously reviewed research. The study is grounded in four theoretical foundations: resource-based view, dynamic capabilities, stakeholder theories, and Deming’s theory of quality management. A descriptive research design was incorporated to guide data collection, targeting employees at the Authority with its headquarters in Nairobi County. A total of 181 respondents were sampled from a population of 330 employees. Sampling techniques for this study involved proportionate stratified and simple random sampling to guarantee representative participation from different management levels, including top, middle, and operational staff. Primary data was gathered using structured questionnaires, and a pilot test comprising 18 respondents from the Mission for Essential Drug Supplies was performed to evaluate the validity and reliability of the instrument. The data were analyzed quantitatively using both descriptive and inferential statistics with SPSS version 25. The findings on regression analysis indicate a strong relationship between these variables and performance (R = 0.765, R² = 0.585, F (4, 135) = 55.036, p < 0.001), pointing out that TQM practices explain 58.5% of the variance in organizational performance. Fact-based decisions had the highest impact (B = 0.372, t = 5.239, p < 0.001), followed by employee engagement (B = 0.348, t = 4.640, p < 0.001), process-centric approach (B = 0.319, t = 4.691, p < 0.001), and relationship management (B = 0.257, t = 3.134, p = 0.002). The findings point to the importance of continuous staff training, participatory leadership, and integrated data systems to enhance performance. The study recommends targeted mentorship for junior staff, regular evaluations to improve decision-making, and fostering a supportive organizational culture to sustain quality improvements.
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References
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48. Mochanga, J. A. (2020). Management information systems dynamics and performance of Mtongwe base of the Kenya Navy (Doctoral dissertation, Kenyatta University).
49. Mohammed, H. A. (2022). Business Process Standardization And Operational Performance Of Large Manufacturing Firms In Kenya (Doctoral dissertation, University of Nairobi).
50. Mugenda, O. M. & Mugenda, A. G. (2019). Research methods: Quantitative and Qualitative Approaches, Acts Press, Nairobi-Kenya.
51. Mwangi, M. & Simiyu, C. (2022). Organizational culture and its influence on employee performance in Kenyan public institutions. African Journal of Management and Leadership, 6(1), 20–36.
52. Nding’uri, D. M. (2019). Strategic change management practices and performance of Kenya medical supplies authority in Nairobi city county, Kenya (Doctoral dissertation, Kenyatta University).
53. Nguyen, T. M., Simkin, L., & Canhoto, A. I. (2023). Stakeholder orientation and performance in public sector organizations: A strategic management perspective. Journal of Public Administration Research and Theory, 33(1), 112–130. https://doi.org/10.1093/jopart/muac012
54. Nguyen, T. T. & Mohamed, S. (2021). The role of process standardization in improving service delivery in public sector institutions. Government Information Quarterly, 38(2), 101574.
55. Nigam, S. (2005). Total quality management: an integrated approach. Excel Books India.
56. Njuguna, M. W. & Muathe, S. (2020). Strategic Choice and Performance Empirical Evidence from Mission Hospitals in Kiambu County Kenya. European Scientific Journal, 16, 16.
57. Nyaboga, J. M. & Muathe, S. M. (2024). Understanding performance of public hospitals: operational strategies approach in Kajiado County, Kenya. International Journal of Research in Business and Social Science, 13(4), 134-146.
58. Oakley, M. A. R. K. (2011). Organizing design activities. The Handbook of Design Management, 2nd ed. London: Bloomsbury Academic, 74-86.
59. Oduro, S., Nyarku, K. M., & Gbadeyan, R. A. (2020). Supplier relationship management and organizational performance of hospitals in an emerging economy context: A comparative study. Journal of Modelling in Management, 15(4), 1451-1478
60. Omore, J. A. (2022).Effect of Total Quality Management (TQM) Practices on Service Delivery in Health Sector in Nairobi County, Kenya (Doctoral dissertation, KCA University).
61. Otieno, N. A., Malik, F. A., Nganga, S. W., Wairimu, W. N., Ouma, D. O., Bigingo, G. M., …& Omer, S. B. (2021). The decision-making process for the introduction of maternal vaccines in Kenya, 2017-2018. Implementation Science, 16, 1-15.
62. Penrose, E. (1959). Contributions of the Resource Based View of Strategic Management, Journal of Management Studies, 41(1), 183-191.
63. Ross, J. E. (2017). Total quality management: Text, cases, and readings. Routledge.
64. Salil, C., Musau, E., & Kurere, C. (2024). Ethical procurement practices, lead-time variation, and organizational performance: evidence from Kenya Medical Supplies Authority (KEMSA). International Academic Journal of Procurement and Supply Chain Management, 3 (2), 356-367.
65. Saunders, M., Lewis, P., & Thornhill, A. (2019). Research Methods for Business Students* (8th Ed.). Pearson Education.
66. Shukla, R. K., Garg, D., & Agarwal, A. (2018). Modeling supply chain coordination for performance improvement using an analytical network process-based approach. International Journal of Business Excellence, 14(1), 18-48.
67. Smith, R., Chen, Y., & Patel, A. (2024). The Role of Relationship Management in Organizational Performance. Journal of Business Research, 37(6), 569-587.
68. Talib, N. A. C., Abd Razak, N., & Mahmud, N. (2023). Enhancing Small and Medium Enterprise Performance through Supply Chain Integration: A Case Study of Malaysia. Information Management and Business Review, 15(3 (I)), 405-417.
69. Teece, D. J. (1997). Dynamic capabilities and (digital) platform lifecycles. In Entrepreneurship, innovation, and platforms. Emerald Publishing Limited.
70. Tenji, T. & Foley, A. (2019). Testing the readiness of an organizational culture profile for a TQM implementation. The TQM Journal, 31(3), 400-416.
71. Wamoto, E., Kwasira, J., & Ndolo, J. (2023). Relationship between Demand Forecasting and Operational Performance of Stores Function in Commercial State Corporations in Kenya. The International Journal of Business Management and Technology, 7(1), 561-569.
72. Wandie, R. W. & Muathe, S.M. (2022). What enhances service delivery in public hospitals in Kenya? The role of total quality management practices. International Journal of Research in Business & Social Science 11(7).
73. White, K. M., Dudley-Brown, S., & Terhaar, M. F. (Eds.). (2024). Translation of evidence into nursing and healthcare. Springer Publishing Company.
74. Zaman, U., Elahi, M., & Nisar, Q. A. (2023). Engaged and agile: Linking employee engagement to organizational agility in healthcare logistics. Journal of Health Management, 25(1), 10–25.
2. Ajmal, M., Isha, A. S. N., Nordin, S. M., Kanwal, N., Al-Mekhlafi, A. B. A., & Naji, G. M. A. (2020). A conceptual framework for the determinants of organizational agility: does safety commitment matter? Solid State Technol, 63(6), 4112-4119.
3. Alfina, K. N., Ratnayake, R. C., Wibisono, D., Basri, M. H., & Mulyono, N. B. (2024). Prioritizing Performance Indicators for the Circular Economy Transition in Healthcare Supply Chains. Circular Economy and Sustainability, 1-46.
4. Ali, M., Kim, B.-J., & Park, S. M. (2021). The effects of training and development on public service motivation: Evidence from Korean central government agencies. Public Personnel Management, 50(2), 234–255. https://doi.org/10.1177/0091026020952818
5. AlKetbi, L. M., Al Shamsi, A., & Ajmal, M. (2020). The role of data analytics in decision-making and organizational performance. International Journal of Business Excellence, 21(3), 325–342.
6. Barney, J. B. (2007). Gaining and Sustaining Competitive Advantage (2nd Ed.). Prentice Hall: New Jersey, USA.
7. Barney, J. B. (2008). Resource-Based Theories of Competitive Advantage: A Ten-Year Retrospective on the Resource-Based View. Journal of Management, 27: 643-650.
8. Bell, E., Bryman, A., & Harley, B. (2015). Business Research Methods (6th Ed.). Oxford University Press.
9. Bridoux, F. & Stoelhorst, J. W. (2022). Stakeholder theory, strategy, and organization: Past, present, and future. Strategic Organization, 20(4), 797-809.
10. Bungei, H. (2022). Decision Making Approaches and Operational Performance of Large Manufacturing Firms in Nairobi County (Doctoral dissertation, University of Nairobi).
11. Chen, J., Xu, L., & Zhang, W. (2022). Strategic relationship management and public sector performance: Evidence from supply chain partners. Public Management Review, 24(6), 919–938.
12. Chowdhury, M. M. H. & Quaddus, M. (2017). Supply chain resilience: Conceptualization and scale development using dynamic capability theory. International journal of production economics, 188, 185-204.
13. Cooper, D. R. & Schindler, P. S. (2014). Business research methods, (12th Ed). McGraw-Hill/Irwin.
14. Creswell, J. W. & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (5th Ed.). SAGE Publications.
15. Davenport, T. H. (2023). Competing on analytics: The new science of winning (Updated Ed.). Harvard Business Review Press.
16. Deming, W. E. (1986). Out of crisis. Cambridge, MA: Massachusetts Institute of Technology, Centre for Advanced Engineering Study.
17. Dogan, O. (2023). Process-centric performance management in a call center. Applied Intelligence, 53(3), 3304-3317.
18. Firdaus, R. H. & Irfan, A. (2023). From Compliance to Excellence: The TQM Story in Indonesian Health Service Providers. In International Conference on Business Management and Accounting (Vol. 2, No. 1, pp. 9-17).
19. Foster, D. & Jonker, J. (2003). Third generation quality management: the role of stakeholders in integrating business into society. Managerial Auditing Journal, 18(4), 323-328.
20. Freeman, R. E. (1984). Strategic management: A stakeholder approach. Boston: Pitman Publishing Inc.
21. Freeman, R. E., Harrison, J., Wicks, A., Parmar, B., & de Colle, S. (2010). Stakeholder theory: The state of the art. Cambridge, UK: Cambridge University Press
22. Gabra, S., Yousef, H., & Abood, S. A. (2019). Relationship between Empowerment and Motivation among Staff Nurses in Minia University Hospital. Journal of Nursing and Health Science 8(2), 57-64.
23. Gatiti, P., Ndirangu, E., Mwangi, J., Mwanzu, A., & Ramadhani, T. (2021). Enhancing healthcare quality in hospitals through electronic health records: a systematic review. Libraries.
24. Githuku, M. W. (2015). Total quality management in Kenyan healthcare industry (Doctoral dissertation, University of Nairobi).
25. Gombe, C. A., Wasike, S., & Abraham, K. A. D. K. (2024). Influence of process analysis on organizational performance of Huduma centers in Kenya. Cuea Journal of Business and Economics, 2(1).
26. Gupta, C. & Belokar, R. M. (2014). Applications of total quality management in the Indian airline industry. International Journal of Science and Research, 3(5), 1077-1081.
27. Gutterman, A. S. (2023). Organizational performance and effectiveness. Available at SSRN 4532570.
28. Halawi, L., Aronson, J., & McCarthy, R. (2005). Resource-Based View of Knowledge Management for Competitive Advantage. The Electronic Journal of Knowledge Management, 3(2): 75-86.
29. Ibua, M. P. (2021). Effect of employee engagement on the performance of small and medium-sized enterprises in Mombasa County, Kenya. Multidisciplinary Journal of Technical University of Mombasa, 1(2), 5-17.
30. Jaca, C. & Psomas, E. (2015). Total quality management practices and performance outcomes in Spanish service companies. Total Quality Management & Business Excellence, 26(9-10), 958-970.
31. Jiang, W., Chai, H., Shao, J., & Feng, T. (2018). Green entrepreneurial orientation for enhancing firm performance: A dynamic capability perspective. Journal of cleaner production, 198, 1311-1323.
32. Joseph, K. N., Mwenda, L., & Wachira, A. (2024). Role of Employee Commitment in Total Quality Management on Performance of Institutions of Higher Learning in Kenya. East African Journal of Education Studies, 7(2), 19-28.
33. Kanyangi, F. (2018). Distribution Strategies and Performance of Kenya Medical Supplies Authority (Doctoral dissertation, University of Nairobi).
34. Kim, S., Lee, H., & Park, C. (2024). Impact of Educational Attainment on Process-Centric Management. Journal of Management Education, 38(2), 213-225.
35. Kinyua, M. G., Muathe, S. M., & Kilika, M. J. (2015). Influence of Knowledge Transfer and Knowledge Conversion on Performance of Commercial Banks in Kenya. Science Journal of Business and Management, 3(6): 228-234.
36. Kiriinya, A. E. (2021). Supply Chain Relationship Management Practices and Performance of Pharmaceutical Firms in Kenya (Doctoral dissertation, JKUAT-COHRED).
37. Kithinji, V. M. (2019). Total Quality Management Strategies and Employee Performance in Referral Hospitals in Kenya: A Case of Kenyatta National Hospital (Doctoral dissertation, Kenyatta University).
38. Koech, C. J. S. & Cheboi, J. (2018). An empirical analysis of employee engagement on employee performance in technical institutions in Kenya. International Journal of Advances in Management and Economics. https://managementjournal.info/index.php/IJAME/article/view/99
39. Kopeć, K., Kędzior, M., & Kowalski, A. M. (2022). Evidence-based decision making and digital transformation in public administration. Sustainability, 14(2), 687.
40. Kurgat, G. K. & Deya, J. (2023). Data forecasting strategies and competitive advantage of savings and credit cooperative societies in Nairobi City County, Kenya. International Journal of Social Sciences Management and Entrepreneurship (IJSSME), 7(2).
41. Li, W., Pomegne, W. W. K., Dogbe, C. S. K., & Novixoxo, J. D. (2019). Employees’ customer orientation and customer satisfaction in the public utility sector: The mediating role of service quality. African Journal of Economic and Management Studies 5(3), 23-31
42. Mabey, C., Ramirez, M., & Lewin, D. (2023). Strategic human resource management and performance in the public sector: New evidence and emerging insights. Public Management Review, 25(5), 823–840. https://doi.org/10.1080/14719037.2022.2108695
43. Madhani, P. M. (2010). Resource-Based View (RBV) of Competitive Advantage An Overview. The Icfai University Press, 1-22.
44. Makwana, D., Engineer, P., Dabhi, A., & Chudasama, H. (2023). Sampling methods in research: a review. Int. J. Trend Sci. Res. Dev. 7, 762–768
45. Memon, M. A., Salleh, R., Baharom, M. N. R., & Ting, H. (2020). Linking participative leadership to employee engagement: The role of organizational culture. Global Business Review, 21(3), 652–667.
46. Min, B. H. & Oh, Y. (2020). How do performance gaps affect improvement in organizational performance? Exploring the mediating roles of proactive activities. Public Performance & Management Review, 43(4), 766-789.
47. Mkongoh, R. M. & Kyalo, J. (2023). Adoption of management information systems and performance of public agencies in Mombasa County, Kenya. The Strategic Journal of Business & Change Management, 10(4), 811-828.
48. Mochanga, J. A. (2020). Management information systems dynamics and performance of Mtongwe base of the Kenya Navy (Doctoral dissertation, Kenyatta University).
49. Mohammed, H. A. (2022). Business Process Standardization And Operational Performance Of Large Manufacturing Firms In Kenya (Doctoral dissertation, University of Nairobi).
50. Mugenda, O. M. & Mugenda, A. G. (2019). Research methods: Quantitative and Qualitative Approaches, Acts Press, Nairobi-Kenya.
51. Mwangi, M. & Simiyu, C. (2022). Organizational culture and its influence on employee performance in Kenyan public institutions. African Journal of Management and Leadership, 6(1), 20–36.
52. Nding’uri, D. M. (2019). Strategic change management practices and performance of Kenya medical supplies authority in Nairobi city county, Kenya (Doctoral dissertation, Kenyatta University).
53. Nguyen, T. M., Simkin, L., & Canhoto, A. I. (2023). Stakeholder orientation and performance in public sector organizations: A strategic management perspective. Journal of Public Administration Research and Theory, 33(1), 112–130. https://doi.org/10.1093/jopart/muac012
54. Nguyen, T. T. & Mohamed, S. (2021). The role of process standardization in improving service delivery in public sector institutions. Government Information Quarterly, 38(2), 101574.
55. Nigam, S. (2005). Total quality management: an integrated approach. Excel Books India.
56. Njuguna, M. W. & Muathe, S. (2020). Strategic Choice and Performance Empirical Evidence from Mission Hospitals in Kiambu County Kenya. European Scientific Journal, 16, 16.
57. Nyaboga, J. M. & Muathe, S. M. (2024). Understanding performance of public hospitals: operational strategies approach in Kajiado County, Kenya. International Journal of Research in Business and Social Science, 13(4), 134-146.
58. Oakley, M. A. R. K. (2011). Organizing design activities. The Handbook of Design Management, 2nd ed. London: Bloomsbury Academic, 74-86.
59. Oduro, S., Nyarku, K. M., & Gbadeyan, R. A. (2020). Supplier relationship management and organizational performance of hospitals in an emerging economy context: A comparative study. Journal of Modelling in Management, 15(4), 1451-1478
60. Omore, J. A. (2022).Effect of Total Quality Management (TQM) Practices on Service Delivery in Health Sector in Nairobi County, Kenya (Doctoral dissertation, KCA University).
61. Otieno, N. A., Malik, F. A., Nganga, S. W., Wairimu, W. N., Ouma, D. O., Bigingo, G. M., …& Omer, S. B. (2021). The decision-making process for the introduction of maternal vaccines in Kenya, 2017-2018. Implementation Science, 16, 1-15.
62. Penrose, E. (1959). Contributions of the Resource Based View of Strategic Management, Journal of Management Studies, 41(1), 183-191.
63. Ross, J. E. (2017). Total quality management: Text, cases, and readings. Routledge.
64. Salil, C., Musau, E., & Kurere, C. (2024). Ethical procurement practices, lead-time variation, and organizational performance: evidence from Kenya Medical Supplies Authority (KEMSA). International Academic Journal of Procurement and Supply Chain Management, 3 (2), 356-367.
65. Saunders, M., Lewis, P., & Thornhill, A. (2019). Research Methods for Business Students* (8th Ed.). Pearson Education.
66. Shukla, R. K., Garg, D., & Agarwal, A. (2018). Modeling supply chain coordination for performance improvement using an analytical network process-based approach. International Journal of Business Excellence, 14(1), 18-48.
67. Smith, R., Chen, Y., & Patel, A. (2024). The Role of Relationship Management in Organizational Performance. Journal of Business Research, 37(6), 569-587.
68. Talib, N. A. C., Abd Razak, N., & Mahmud, N. (2023). Enhancing Small and Medium Enterprise Performance through Supply Chain Integration: A Case Study of Malaysia. Information Management and Business Review, 15(3 (I)), 405-417.
69. Teece, D. J. (1997). Dynamic capabilities and (digital) platform lifecycles. In Entrepreneurship, innovation, and platforms. Emerald Publishing Limited.
70. Tenji, T. & Foley, A. (2019). Testing the readiness of an organizational culture profile for a TQM implementation. The TQM Journal, 31(3), 400-416.
71. Wamoto, E., Kwasira, J., & Ndolo, J. (2023). Relationship between Demand Forecasting and Operational Performance of Stores Function in Commercial State Corporations in Kenya. The International Journal of Business Management and Technology, 7(1), 561-569.
72. Wandie, R. W. & Muathe, S.M. (2022). What enhances service delivery in public hospitals in Kenya? The role of total quality management practices. International Journal of Research in Business & Social Science 11(7).
73. White, K. M., Dudley-Brown, S., & Terhaar, M. F. (Eds.). (2024). Translation of evidence into nursing and healthcare. Springer Publishing Company.
74. Zaman, U., Elahi, M., & Nisar, Q. A. (2023). Engaged and agile: Linking employee engagement to organizational agility in healthcare logistics. Journal of Health Management, 25(1), 10–25.
Published
2025-06-19
How to Cite
Ndungu, W. J., & Muathe, S. M. (2025). Supply Chain Resilience: Conceptualization of Total Quality Management and Performance of Kenya Medical Supplies Authority. European Scientific Journal, ESJ, 42, 239. Retrieved from https://eujournal.org/index.php/esj/article/view/19647
Section
ESI Preprints
Copyright (c) 2025 Wahome John Ndungu, Stephen Makau Muathe
This work is licensed under a Creative Commons Attribution 4.0 International License.
