Total Quality Management and Organizational Performance of Coca-Cola Plc Abuja (Published)
This study analyzed how Total Quality Management (TQM) affect Organizational Performance of CoCa-Cola Plc, Abuja. Using Demings principle of Quality Management the study investigates the effect of Total Quality Management indicators which are customer focus, employee involvement and Top management commitment on the efficiency of Coca-Cola Plc, Abuja. The study fixed on the target population of 250 staff of the organization. A sample size of 154 was gotten using the Taro Yamane’s formula and simple random sampling was employed. Data were acquired using questionnaires, with 144 properly completed questionnaires which was used for analysis (93.5% response rate). Data analysis was done using descriptive statistics, correlation analysis, and regression analysis. Using SPSS version 25, the result showed that Customer Focus (β = 0.305, p = 0.000), Employee Involvement (β = 0.253, p = 0.004), and Top Management Commitment (β = 0.347, p = 0.000) positively affect organizational efficiency. The three Total Quality Management practices collectively explained 69.1% of the variance in organizational efficiency (R² = 0.691). The study concluded that TQM practices positively enhance organizational performance at Coca-Cola Plc, Abuja, with Top Management Commitment having the strongest effect. The study recommend that the organization should amplify management commitment, increase customer focus mechanisms, and boost employee involvement to sustain improved performance.
Keywords: Customer Focus, Employee Involvement, Organizational efficiency, Top Management commitment, total quality management