Total quality management practices in service delivery to land claimants

Total quality management (TQM) can serve as a management tool for an organisation that seeks to improve its service delivery to clients. TQM philosophy prioritizes client satisfaction through the improvement of the organisation performance and co-ordination of various processes in all its operational undertakings. The purpose of this paper is to examine whether TQM can be employed as a management tool to improve service delivery to land claimants since client satisfaction is a goal for every organization, in particular a public sector organization that renders service to its community. Therefore the organization can improve service rendered to land claimants through the integration of TQM principles into the operational systems. The findings revealed dissatisfaction with the level of service rendered by the organisation, as a result of ineffective communication on the process that should be followed to submit claims. The implication of the findings indicate for the successful implementation of TQM in an organisation, requires management as well as employees to have the appropriate knowledge and skills to usher in organisational change and improve service delivery to land claimants.