“THE EFFECTIVENESS’ OF TOTAL QUALITY MANAGEMENT IN SERVICE
QUALITY OF MINISTRY OF HEALTH AND CHILD CARE”

“THE EFFECTIVENESS’ OF TOTAL QUALITY MANAGEMENT IN SERVICE
QUALITY OF MINISTRY OF HEALTH AND CHILD CARE”

GORE SEKAI NOREEN

SITHOLE KUDAKWASHE

GONDO KUDZANAYI

Causes of child death were identified; strategies and policies were put in place to help minimize child
death. The challenge is that the service quality is being ignored which is leading to more child deaths. . The
research sought to address the gap caused by lack of quality service in Prevention of Mother to Child
Transmission ( PMTCT). The study survey was restricted to 14 health institutions in Chikomba District. The
health institutions have 217 staff who could participate. According to PMTCT Service statistics 3rd quarter 2012
for Chikomba District the beneficiaries totaled 1185. Four Chiefs in the District and two relevant stakeholders
District Aids Coordinator (DAAC) Focal Officer and PMTCT Coordinator Elizabeth Glaser Pediatric Aids
Foundation (EGPAF) were also part of the target population. All these added would give a total target
population of 1407. The sample size comprised of 98(45%) participants from the 14 health institutions, 532
beneficiaries , 2 stakeholders and 4 Chiefs . 28 questionnaires were distributed to management, 70 to employees
and 2 to (DAAC) and ( EGPAF) representatives. Focus group discussions were carried out on 532 beneficiaries
and 4 community leadership. Interviews were done with 14 senior manager, 4 community leaders and 2
stakeholder representatives. We found out that there are eight practices that support total quality management
(TQM) positively; these are top-management commitment, teamwork and participation, process management,
customer focus and satisfaction, resource management, organization behavior and culture, continuous
improvement, and training. In conclusion we found out that for successful TQM implementation employee
involvement, senior management commitment, training and also taking into account the needs of external and
internal customers is very important. There is need to carry out further research on this area so that relevant
frameworks are built

IOSR Journal Of Humanities And Social Science (IOSR-JHSS)

2016