CHAPTER ONE
1.0 INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Total quality management (TQM) could be defined as a management philosophy and a practical working process for achieving quality product and services at the lowest cost company and the delight of its customers.
As a management philosophy total quality management (TQM) is seen as a positive orientation of organisation emphasis on improved quality product or services, Dean Richardullis (2008) views it as a persistent device from improvement and innovation, which is entered on customer satisfaction. This implies that, as a process, TQM is an embodiment or a series of sequential activities that take place in order to achieve pre-determined objective which is often endorsed on an improved or enhanced customer satisfaction.
Quality management (QM) which is about total customer service and continuous customer satisfaction is capable not only in the manufacturing industry but also in Banking industry i.e service industry as well, where the customer is just as important. Infact, customers in the service industry are more sensitive to service delivery than in manufacturing industry because they are always in contact with the frontline service personnel, which is not the case with factory workers. These point of purchase contact or moment of truth; decide whether the customer will come back or shift to the next door competitors.
The Banking industry often the biggest service industry in any country stands to benefit from quality management for one basic reason, Banks depends on the customer satisfaction and loyalty for their survival, but these services indices should be audited as regularly and as conscientiously as the Banks internal auditors audit cash flows, transaction and balances. To aggregate the problem need offices rate and promote branch managers based on sheer business the branch generate loan released, interest earned and deposit generated. They evaluate the success of the activities of the branch managers on customers satisfaction, services and complaints. It is no wonder the branch manager do not pay attention to customers service since its doesn’t affect their performance evaluation. Most banks therefore do not have a system to handle errors or customer complaints whether verbal or written.
1.2 STATEMENT OF PROBLEM
The Banking sector is getting more competitive every day. In order to be successful in the field, Quality management ought to be the integral part of their strategic management. The research is designed to investigate the level of implementation of Quality management in various Banks.
Lack of significant relationship between total quality management and performance of banks.
Inability to supervise or examine the effectiveness of total quality management on Banks performance.
Lack of evaluation on information technology towards successful performance of banks.
Inability to assess the impact of quality management on customer relation.
Inability to examine the contribution of total Quality management to the banking industry.
1.3 OBJECTIVE OF THE STUDY
The main objective of the study is to examine the impact of total Quality management on organisational performance.
To evaluate if there is a significant relationship between total Quality management and organisational performance.
To examine the impact or effect of total Quality management on the organisational performance.
To evaluate the management of information technology towards a successful performance of the management system.
To assess the impact of quality management on customer relation.
To examine the contribution of total quality management to the banking industry.
1.4 Research questions
- Is there any significant relationship between quality management and organisational performance?
- What impact or effect does quality management has on the organisational performance
- Has information technology properly managed to ensure successful performance of management information system?
- Has quality management improved customer relation management?
- What are the contribution of quality management in the banking industry.
1.5 STATEMENT OF HYPOTHESIS
To identify the achievement of the desired objectives, the following hypothesis are formulated for the study as follows:-
Ho: Represent Null Hypotehses.
Hi: Represent Alternate Hypotheses
Hypothesis 1
Ho: There is no significant relationship between Quality management and organisation performance.
Hi: There is significant relationship between quality management and organisation performance.
Hypotheses II
Ho: There is no impact, Quality management has on the organisational performance.
Hi: There is impact, Quality management has on the organisational performance.
Hypothesis III
Ho: Application of information technology has not ensured a successful performance of management in information system
Hi: Application of information technology has ensured a successful performance of management in information system.
Hypothesis IV
Ho: Quality management has not improve customer relation management.
Hi: Quality management has improve customer relation.
Hypothesis V
Ho: There is no contribution of quality management in the banking industry.
Hi: There is contribution of quality management in the banking industry.
1.6 Significance of the study
The study is relevant and important to the policy makers, stakeholders, researchers and the government. The study is find relevant because, it will help in formulating policies in the banking sector and also show the significant relationship between total quality management and organisational performance.
It will also help in deliberation on quality management on the banking industry and studying the tendsof the banking sector in Nigeria.
It will assist stakeholders in their deliberation and discussion on effective quality management system in the banking industry and in proffering possible recommendation that will help both the government and administration of the policies.
It will guide the government in effective policy implementation in the banking sector and management in the banking industry.
1.7 SCOPE OF THE STUDY
This study covers the impact of total Quality management on organisational performance of Banking industry in Nigeria from 2008-2014. The basis for covering this period of time is to show whether there have been any specific or significant contribution of quality management in the banking sector.
1.8 DEFINITION OF TERMS
Customer: Individuals, department or organisation that depends on another for the provision of service / product
Management: In this context management is the co-ordination of all the resources of an organisation through the process of planning, organising, controlling and directing of resources in order to achieve organisational objectives.
Organisation: It is from the word organisation which is seen as the structural arrangement of an entity.
Entity: Meeting, satisfying and conforming to agreed negotiated customer needs, requirement, want and expenditure.
Total: Means everything it applies to all level of employees, all functions, all process, all input and output and all customers.
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