Abstract
Total Quality Management (TQM) is an essential tool for effective management. This tool takes
into consideration three basics elements in order to produce quality, these include inter-alia:
customer satisfaction, employee involvement and continuity in performance improvement. The
study therefore set out to identify the barriers that impede the service and staff engagement portfolio
to effectively implement TQM. The purpose of the current study is to collect original data in order
to describe and measure the behaviour in a larger population. The initial or rather primary data for
this study was obtained from an electronic administered survey which objective was to probe the
kind of barriers that prevent effective TQM implementation in the service and staff engagement
portfolio. The secondary data were collected through documents analysis and internet research.