The Impact of Total Quality Management on the Performance of Banking Industry in Nigeria
CHAPTER ONE
OBJECTIVE OF THE STUDY
The objectives of the study are;
- To ascertain the merits of implementation of TQM and to assist management by offering advice on the desirability of the implementation of and ways of achieving the objectives of TQM
- To determine the contribution of employees towards the implementation of TQM and determine whether the merits justify the implementation of TQM.
- To ascertain the impact of TQM in the Banking industry
- To ascertain how TQM help managements of service organizations to focus on the nature and scale of quality service delivery.
- To ascertain the level the level of awareness of TQM among staff of first bank, Plc
CHAPTER TWO
REVIEW OF RELATED LITERATURE
INTRODUCTION
Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in organizations, particularly businesses. TQM is a comprehensive system approach that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and clients/customers. TQM is only one of many acronyms used to label management systems that focus on quality. Other acronyms that have been used to describe similar quality management philosophies and programs include CQI (Continuous Quality Improvement), SQC (Statistical Quality Control), QFD (Quality Function Deployment), QIDW (Quality in Daily Work), TQC (Total Quality Control), etc. Like many of these other systems, TQM provides a framework for implementing effective quality and productivity initiatives that can increase the profitability and competitiveness of organizations
CHAPTER THREE
RESEARCH METHODOLOGY
Research design
The researcher used descriptive research survey design in building up this project work the choice of this research design was considered appropriate because of its advantages of identifying attributes of a large population from a group of individuals. The design was suitable for the study as the study sought to examine the impact of total quality management on the performance of banking industry in Nigeria
CHAPTER FOUR
PRESENTATION ANALYSIS INTERPRETATION OF DATA
Introduction
Efforts will be made at this stage to present, analyze and interpret the data collected during the field survey. This presentation will be based on the responses from the completed questionnaires. The result of this exercise will be summarized in tabular forms for easy references and analysis. It will also show answers to questions relating to the research questions for this research study. The researcher employed simple percentage in the analysis.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to ascertain the impact of total quality management on the performance of banking industry in Nigeria
In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing the challenges of total quality management on the performance of banking industry in Nigeria
Summary
This study was on the impact of total quality management on the performance of banking industry in Nigeria. Four objectives were raised which included: To ascertain the merits of implementation of TQM and to assist management by offering advice on the desirability of the implementation of and ways of achieving the objectives of TQM, to determine the contribution of employees towards the implementation of TQM and determine whether the merits justify the implementation of TQM, to ascertain the impact of TQM in the Banking industry, to ascertain how TQM help managements of service organizations to focus on the nature and scale of quality service delivery, to ascertain the level the level of awareness of TQM among staff of first bank, Plc . In line with these objectives, two research hypotheses were formulated and two null hypotheses were posited. The total population for the study is 200 staff of first bank Uyo, Akwa Ibom state. The researcher used questionnaires as the instrument for the data collection. Descriptive Survey research design was adopted for this study. A total of 133 respondents made up accountants, human resource managers, customer care officers and marketers were used for the study. The data collected were presented in tables and analyzed using simple percentages and frequencies
Conclusion
There is high level of awareness of TQM among staff of first bank Plc. TQM practice has been adopted to a large extent by the staff and they are largely involved in the practice as well. The practice of TQM significantly improves customer service delivery and care. This implies that TQM is a customer – oriented practice which calls for steady improvement in service quality so as to meet the expectations of the customers. To this, innovations are inevitable.
Recommendation
- Management of first Bank Plc should ensure that the current level of awareness of TQM among the staff does not fall. Rather they should create more awareness by ensuring that specific structures that will support TQM practice are created.
- There should be constant training and education of staff in TQM practices. This will ensure changes in employees‟ beliefs, behaviour and attitude to quality.
- There should be constant evaluation of TQM practices so as to ensure constant improvement in quality.
- Employee input to quality should be encouraged so as to evoke the total commitment of employees in the operational end of total service delivery.
REFERENCES
- Antony, J. (2006). Six sigma for service processes. Journal Business Process Management, 12 (2).
- Arora K. C. (2009) Total Quality Management 3rd ed, (Delhi: S.K. Katara & Sons).
- Azika N, (1997) “Research Methodology in the Behavioral séances” (Lagos Longman Nig Plc)
- Bhatia, L., & Goyal, N. (2002). Improving financial services through TQM: A case study. New York: Best Practices Report.
- Brah, A. S. et al. (2000). TQM and Business Performance in Service Sector. International Journal of Operations and Production Management, 20 (11).
- Burton, G. et al. (2005). TQM and organizational change and development. Albany, New York: Rockfield College Press.
