Abstract

Total quality management practices are considered one of the main determinants of institutional performance. Total quality management practices are a crucial aspect of institutional performance because it directly affects it efficiency, effectiveness, top management commitment, employee involvement and customer focus.

However, the implementation of total quality management in Higher Institutions of learning is questionable. It was for this reason this set out to examine the effect of total quality management practices on the performance of PHEIs in Buea. More specifically the study examined the effect of top management commitment, employee involvement and customer focus on the performance of private higher institutions in Buea. To achieve this, samples of 30 questionnaires were administered to some selected Private Higher Education Institutions in Buea based on the convenience sampling technique.

The data was analysed using the Ordinary Least Square Technique and the findings revealed that; Top management commitment, customer focus and employee involvement had a positive significant effect on the performance of PHEIs in Buea. it was therefore concluded that the effective implementation of total quality management practices is a significant influence of the performance of PHEIs in Buea. From the above findings it was recommended to enhance performance, the PHEIs should effectively and efficiently implement good total quality control measures.

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Total quality management practices is considered one of the main determinants of institutional performance. According prajogo and Sohal (2006), total Quality Management (TQM) is a management philosophy and approach that focuses on continuous improvement, customer satisfaction, and employee involvement. It emphasizes the importance of quality in all aspects of an organization’s operations and aims to achieve excellence in products, services, and processes. In the world, TQM practices have been widely adopted by organizations across various industries.

According to a study by Prajogo and Sohal (2006), TQM practices have been implemented in countries such as Japan, the United States, Germany, and Australia. These practices have been found to positively impact organizational performance, customer satisfaction, and overall competitiveness.

In Africa, TQM practices have also gained recognition and adoption. For example, a study by Mwaura et al. (2016) examined the implementation of TQM in the manufacturing sector in Kenya. The study found that TQM practices, such as employee involvement, customer focus, and process improvement, were positively associated with organizational performance and customer satisfaction.

In Cameroon, a study by Nkengfack et al. (2019) explored the implementation of TQM in Cameroonian institutions. The study found that TQM practices, including leadership commitment, employee involvement, and continuous improvement, were associated with improved product quality and customer Satisfaction. While other findings reveal there’s a relationship, other findings show there’s no relationship. This has left a gap on the topic concerned and give room for further studies to be conducted on total quality management practices and institutional performance, especially in the context of PHEIs. It is based on this that this study is out to investigate the effect of total quality management practices on the performance of PHEIs in Buea.

The concept of institutional performance began globally in the late 20th century, particularly in the 1980s and 1990s. One of the earliest researches done on intuitional performance is that of Douglass North (1990), North argued that institutions were key determinants of economic growth and development. Since then, there have been numerous studies and reports on intuitional performance.

This has highlighted the importance of intuitions in promoting economic growth, reducing poverty and ensuring social stability. Bowen (1980) highlighted the role of higher education in promoting social mobility and reducing income inequality by providing opportunities for individuals from disadvantaged background to obtain a college degree. Higher education can impact student’s development, promote intellectual growth, social responsibility and civic engagement.

The adoption of institutional performance of private higher institutions in Africa is a necessary evaluation practice. It was a response to the lack of funding, governance, and quality assurance. According to a study by Mwiria [2017], private higher universities in Africa face financial challenges due to limited government support and low student enrolment. This has led to a lack of resources for research and development, which affects the quality of education offered.  According to [ Mwiria, 2017] this has led to some issues such as mismanagement of funds and lack of transparency in decision-making processes.

In Cameroon, institutional performance has become an important part of organization management. Organisations align institution performance with organisational goals (Nji, 2017). The adoption of institutional performance in Cameroon refers to the evaluation and measurement of the effectiveness, efficiency, and overall performance of various institutions within the country.

1.2   Statement of the Problem.

Total quality management practices is a crucial aspect of institutional performance because it directly affects it efficiency, effectiveness, top management commitment, employee involvement and customer focus. Implementation of total quality management practices leads to increased student outcomes, employer satisfaction, retention rate and graduation rate while lack of total quality management practices can lead to low employer satisfaction and low graduation rate.

But yet some challenges still arise as most studies do not focus specifically on the effect of total quality practices on the performance of private higher institutions in Buea. There is the lack of study that focus on total quality management practices such as top management commitment, employee involvement, customer focus and efficiency. This can be solved conducting a study that focuses solely on private higher institutions in Buea and their implementation of total quality practices and their impact on organizational performance.

Although several studies have investigated total quality management practices and its effects on organisational performance like that of Nwachukwu, C.C., & Okeke, C.O. (2020) and several others, most of these studies have been conducted in Nigerian universities, thus giving room for findings to also be conducted on the effect of total quality management practices on the performance of private higher institutions in Cameroon, specifically Buea. The study did not focus on total quality management practices such as customer focus, top management commitment, employee involvement, customer satisfaction, specifically in Buea. These are the main motivations to this study.

Thus, this study is out to attempt the following research question

1.3   Research Question 

1.3.1 Main Research Question

What is the effect of total quality management practices on the performance of PHEIs in Buea?

1.3.2 Specific Research Questions

1. What is the effect of top management commitments on the performance of PHEIs?
2. How can employee involvement influence the performance of PHEIS?
3. Does customer focus practices affect the performance of PHEIS?

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