Corporate Governance and Total Quality Management Implementation in The Telecom Sector, Ghana

Michael Owusu-Kyei, Yusheng Kong, Michael Owusu Akomeah and Stephen Owusu Afriyie
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Michael Owusu-Kyei: Jiangsu University, School of Finance and Economics, 301 Xuefu Road, Zhenjiang, China. Ghana Communication Technology University, I.T. Business, PMB 100, Accra-North,
Yusheng Kong: Ghana Communication Technology University, I.T. Business, PMB 100, Accra-North,
Michael Owusu Akomeah: Ghana Communication Technology University, I.T. Business, PMB 100, Accra-North,
Stephen Owusu Afriyie: Ghana Communication Technology University, I.T. Business, PMB 100, Accra-North,

International Journal of Research and Innovation in Social Science, 2023, vol. 7, issue 2, 141-157

Abstract: The Emerging markets (EMs) and Frontier markets (FMs) within today’s global business economy function as the central engines of growth. Populations which previously had limited or no access to modern technological advances now enjoy product and service novelty, especially within the telecommunication sector. The leapfrogged generations of technology made them seize the opportunity for improved living conditions through mobile telephony. This paper seeks to analyze the performance of telcos in an emerging market, using some selected telecommunication companies in Ghana as a case study. The objective of this study is to investigate the effects of corporate governance on the implementation of total quality management (TQM) policies in the telecom companies. This investigation provides a basis by which telecommunication companies can configure, generate and develop consistent, flexible and adoptive corporate governance features and total quality management (TQM). A self-completion questionnaire was administered to customers and employees of MTN Ghana and Vodafone Ghana. Both companies operate with the same procedures and equipment, hence the need to use the same apparatus for all contacted customers and employees. There were 800 respondents from both companies’ employees and customers, although 850 questionnaires were administered. The investigators also did run preliminary tests such as reliability, validity, and multicollinearity tests to ascertain if the received data were reasonable enough for the research, and would fit the expected model. The data collected were analyzed and inference drawn in the study. The study purposively used 800 respondents drawn from the customers and employees of Mobile Telephone Networks (MTN) Ghana and Vodafone Ghana Limited. The researchers employed Factor Analysis for the investigation to assess the proclivity of governance mechanisms on TQM. This technique helped the investigators to describe and explain the effects of corporate governance on the implementation total quality management (TQM) policies. The key finding of the research revealed that effective board control applied to TQM policies has a significant influence on the performance of telecommunication companies. The study recommended that there must be training of telecommunication personnel especially low and middle level management to appreciate the importance of total quality management as a cost reduction strategy for telecom companies.

Date: 2023
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