Total Quality Management (Tqm) And Organizational Performance: A Case Study Of Speke Resort Hotel Munyonyo Makindye Division

TABLE OF CONTENTS

DECLARATION .......................................................................................... i APPROVAL ................................................................................................. ii DEDICATIONS ....................................................................................... iii ACKNOWLEDGEMENT ....................................................................... iv CHAPTER ONE ................................................................................... I INTRODUCTION .................................................................................. I 1.0 Introduction ..................................................................................... I 1.1 Background of the Problem .................................................... 2 1.2 Statement of the problem ......................................................... 4 1.3 General Objectives ....................................................................... 5 The general objectives of this study was to examine the relationship between Total Quality Management and organization performanceat Speke Resort Hotel Munyonyo .. .............................. 5

1.3.1 Specific Objectives of the study .......................................... 5 1.4 Research questions ................................................................ 5 1.5 Scope of the study ............................................................................................ 6 1.5.1 Content Scope .............................................................................................................. 6 1.5.2 Time scope ................................................................................................................... 6 1.5.3 Geographical scope .............................................. .~ ....................................................... 6 1.6 Signillcance of the study ................................................................................................. 6 I. 7 Conceptual Framework ................................................................................................... 7 CHAPTCR TWO .................................................................................................................. 8 LITERATURE REVIEW ...................................................................................................... 8 2.0 Introduction ..................................................................................................................... 8 2.1 ~fheoretical franle\vork .................................................................................................... 8 Den1ing's Theory ...................................................................................................................... 8 2.2 Role of total quality management in Performance in an organization ............................... 9 2.3 Constraints to total quality management that hider performance of organisations .......... 12 2.4 Strategies in implementing Total Quality Management.. ................................................ 15 2.5 Conclusion .................................................................................................................... 17 Cl\i\l'TER ·1 HREE ............................................................................................................. 18 METHODOLOGY ............................................................................................................. 18 3.1 Introduction ................................................................................................................... 18 3.1 Study design .................................................................................................................. 18