Effects of Customer Focus on the Employee Performance of Chloride Exide in Kenya

Abstract: This study investigates the influence of customer focus, a core principle of Total Quality Management (TQM), on employee performance at Chloride Exide Ltd in Kenya. The problem identified was the limited understanding of how customer-centric strategies impact internal performance metrics in Kenyan organizations. The study’s objective was to determine whether customer focus, as practiced within TQM frameworks, positively influences employee performance. A descriptive and causal research design was employed, with data collected from 172 employees using structured questionnaires and analyzed using descriptive statistics, correlation, and regression analysis. While descriptive findings showed strong agreement that customer focus enhances performance (mean = 4.07), inferential analysis revealed a negative but statistically insignificant relationship. The study concludes that while customer focus may improve perceived employee performance, it does not significantly affect measurable outcomes. Recommendations include exploring intervening variables such as job satisfaction and organizational culture. These findings contribute to the growing discourse on TQM’s internal impact in developing economies. Keywords: Chloride Exide Kenya; Customer Focus; Employee Performance; Organizational Improvement; Service Quality; Total Quality Management (TQM). Title: Effects of Customer Focus on the Employee Performance of Chloride Exide in Kenya Author: Ouma Erick Oluoch, Kimencu Linda International Journal of Recent Research in Commerce Economics and Management (IJRRCEM) ISSN 2349-7807 Vol. 12, Issue 2, April 2025 - June 2025 Page No: 1-8 Paper Publications Website: www.paperpublications.org Published Date: 03-April-2025 DOI: https://doi.org/10.5281/zenodo.15213161 Paper Download Link (Source) https://www.paperpublications.org/upload/book/Effects%20of%20Customer%20Focus-03042025-4.pdf