This study sought to assess the effectiveness of Total Quality Management and its impact on performance within the Zimbabwean courier services sector. The mixed research approach was used to gather both qualitative and quantitative data. Out of a sample of respondents drawn from four courier service companies, the findings r evealed that courier firms in Harare consider TQM as a cost which is difficult to implement given their financial constraints, but they are aware of its importance in achieving competitive advantage.
The study also found out that insufficient resources, lack of management commitment, lack of appropriate training and poor planning are the barriers to implementing TQM in the courier services sector. The study concluded that there is a positive relationship between implementation of TQM and company performance.
It was further recommended that courier services companies should address the barriers that hinder the adoption of TQM in order to succeed in producing superior goods and services. Author s and co-author s jointly and severally represent and warrant that the Article is original with the author s and does not infringe any copyright or violate any other right of any third parties, and that the Article has not been published elsewhere.
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Abstract This study sought to assess the effectiveness of Total Quality Management and its impact on performance within the Zimbabwean courier services sector.
