AN EVALUATION OF KNOWLEDGE AND USE OF TOTAL QUALITY MANAGEMENT TOOLS BY PUBLIC LEGAL SERVICES OPERATIONS MANAGEMENT: A CASE OF BLANTYRE LEGAL AID DEPARTMENT IN MALAWI

Abstract

A successful implementation of Total Quality Management (TQM) is one of the ways of
improving organisations. However, preliminary evaluation of whether of an organisation would
be receptive to TQM before implementation is imperative.
This study, therefore, evaluated whether employees at Blantyre Legal Aid Department (LAD) in
Malawi have the knowledge and use of concepts and tools necessary for TQM implementation.
In addition, this study also determined other critical factors necessary for TQM implementation
in the said organisation.
The study hypothesized that TQM may help Blantyre LAD to deal with the challenges it is
currently facing. Therefore, a mixed approach to research was used to find out whether
employees at Blantyre LAD have the knowledge and use of TQM philosophy necessary to meet
the organisation’s challenges. A random sample frame of 24 out 32 employees was also used in
the study to arrive at scientific findings.
The overall findings on the knowledge and use of TQM by employees at Blantyre LAD had a
mean score of 1.6 and a standard deviation of 0.1 confirming lack of knowledge and TQM
systems at TQM. The study confirmed the existence of critical success factors for the TQM
implementation at Blantyre LAD with a mean closer to 3 at a standard deviation of 0.8.
Consequently, the study recommended that all employees at Blantyre LAD be trained in TQM
and that critical success factors for TQM implementation should be strengthened thereat.
The implications of the results and recommendations of the study are that employees at Blantyre
LAD need the TQM to improve the quality of public service delivery. In addition TQM can be
successfully implemented thereat; therefore, the study recommends a step by step introduction
and implementation of TQM at Blantyre LAD.