An analysis of the implementation of the quality management system in the public sector in Tanzania: A case study of TANESCO Kinondoni South Region

Abstract

This study examines effective implementation of Quality Management System (QMS) in the public sector in Tanzania, using Tanzania Electric Supply Company Limited (TANESCO) at Kinondoni South region as a case study. The main objective is to assess the extent of QMS implementation and its impact on service quality. Guided by Total Quality Management (TQM) theory, a quantitative cross-sectional survey design was employed. Data were collected from 110 TANESCO employees selected through stratified and convenience sampling techniques. We used structured questionnaires to collect primary data. We analysed our empirical data using descriptive and inferential statistics. The findings revealed that TANESCO has substantially implemented many aspects of QMS practices, particularly in the assessment of quality standards, monitoring and evaluation, and in determining performance accountability. Regression analysis further indicated that QMS practices have significantly influenced organizational performance, especially in service delivery as demonstrated by improved customer services, customer satisfaction and proper resource utilization. This study also noted that challenges such as inadequate employee training, financial constraints, and resistance to change continued to hinder effective implementation of QMS. The study concludes that effective QMS implementation enhances organizational efficiency, performance accountability, and service delivery in public sector organizations. It is recommended that public originations should strengthen employees’ training programs in the use of QMS, expanding the use of digital technologies, improving performance monitoring systems, and enhances top management’s commitment to ensure sustainable QMS implementation.