TITLE:
Ensuring Total Quality Management in Urban Housing Promotion Fund (FPHU) in Burundi
AUTHORS:
Marie Chantal Hakizimana, Vénérande Mukamana, Charles Bukuru, Annonciate Ntiranyibagira, Joy Niyonkuru, Jean-Louis Kuburhanwa Chensy-Koko, Anaclet Nzohabonayo
KEYWORDS:
Total Quality Management, Customers, Employees
JOURNAL NAME:
Modern Economy,
Vol.12 No.12,
December
22,
2021
ABSTRACT: Introduction: Total quality management (TQM) provides the quality assurance that
customers will get what they expect, which can help to manage the customer’s
needs and dissatisfactions. Methods: A cross-sectional study design was
used to describe the importance of ensuring TQM in Urban housing promotion
found (FPHU) in Burundi. A purposive sampling method was used also to select 57
workers of FPHU by applying Alain Bouchard’s formula and the questionnaire was
used as data collection instrument. Results: The current study revealed
a significant knowledge among participants on the importance of TQM as for all variables;
they were able to score more than 50%. Conclusion: The study findings
were quite good for all variables; they scored more than 50%. Participants
assumed that TQM in FPHU was efficient to satisfy their customers. Authors have
recommended in-service training among employees and the customers’ awareness could be
implemented in FPHU to improve the quality of service.