Total quality management as a strategic tool in service delivery : a case of the Commission on Restitution of Land Rights, Mahikeng

Abstract

This study aims to examine whether total quality management as a strategic tool can be applied to improve service delivery to land claimants. The literature review indicated that TQM can be used to improve the quality of services rendered at the Commission on Restitution of Land Rights, and the satisfaction of land claimants determines the quality of service delivered to claimants. The nature of the study was quantitative research with the positivism type of paradigm, and the deductive approach was also applied. Data was collected from land claimants with the aim of understanding their perception on how service can be enhanced at CRLR. Questionnaires were applied to collect primary data, books, government publications, journal articles, newspapers, the internet, Google Scholar, and policy documents were used for secondary data collection. Non-probability sampling, and a combination of the convenience and purposive sampling method was utilised for the study. The literature review revealed that to enhance service quality, the CRLR should adopt TQM practices such as total employees’ involvement, customer focus, customer satisfaction, service quality, organisational culture, effective communication and team work. In addition, employees from top management level to lower management level are responsible for the success of TQM implementation at the organisation. This study recommends that for effective and efficient quality performance, organisations should adopt the TQM systems and service quality dimensions for the sake of service improvement, which will lead to high level of claimants’ satisfaction. The research contributes to a better knowledge and understanding regarding the implementation of TQM as a strategic tool in public organisations rendering services to the community; in this regard, land claimants.