TABLE OF CONTENTS
Title page i
Declaration ii
Certification iii
Dedication iv
Acknowledgements v
Table of Contents vii
List of Tables x
Abstract xi
CHAPTER ONE: INTRODUCTION
Abstract
1.1 Background to the Study 1
1.2 Statement of the Research Problem. 4
1.3 Research Questions. 5
1.4 Objectives of the Study. 5
1.5 Research Hypotheses. 6
1.6 Scope of the study 6
1.7 Significance of the Study 6
1.8 Limitations of the study 7
CHAPTER TWO: LITERATURE REVIEW
2.1 Introduction 9
2.2 Theoretical Framework 9
2.2.1 Contingency Theory 9
2.2.2 Fiedler Contingency Theory 11
2.2.3 The Path Goal Theory 12
2.2.4 The Theory of Open Book Management 14
2.3 Empirical Review 20
2.3.1 Origin of TQM 22
2.3.2 Overview of TQM
2.3.3 total Quality Management Model Bank 24
2.3.4 Department-Wise Application of the TQM Model to Commercial Branch Banking Operations
25
2.3.5 Element of TQM 26
2.3.6 Relevance of TQM 28
2.3.7 Role of Management in TQM 29
2.3.8 Barriers of TQM 30
2.4 Summary and Research Gap 32
CHAPTER THREE: RESEARCH METHODOLOGY
3.1 Introduction 36
3.2 Research Design 36
3.3 Population of the study 38
3.4 Research Instrument 39
3.5 Sources of Data 39
3.6 Method of Data Analysis 39
3.7 Validity of the Research Instrument 40
3.8 Reliability of the Research Instrument 40
CHAPTER FOUR: DATA PRESENTATION AND ANALYSES
4.1 Introduction 41
4.2 Data Analysis 41
4.3 Testing of Hypotheses 53
4.4 Discussion of Findings 56
CHAPTER FIVE: SUMMARY OF FINDINDS, CONCLUSION AND RECOMMENDATIONS
5.1 Introduction 57
5.2 Summary of Findings 57
5.3 Conclusion 58
5.4 Recommendations 58
5.5 Suggestions for Further Studies 60
Reference 61
Appendix 71
LIST OF TABLES
1. Classification of Responses 41
2. Age of Respondents 42
3. Sex of Respondents 43
4. Educational level of the Respondents 43
5. Number of years in the organization 44
6-9 Relationship between the level of awareness among staff and TQM 44
10-13 Relationship between the level of adoption of TQM practice and employee’s performance 47
14-17 Relationship between profitability, growth, development and
Organizational performance 50
18. Hypotheses one result of the Chi Square computation 53
19. Hypotheses two result of the Chi Square computation 54
20. Hypotheses three result of the Chi Square computation 55
ABSTRACT
This study is set to examine the Impact of Total Quality Management (TQM) on organizational performances, A Case Study of First Bank plc. The research further focuses on the approach adopted by organizations that has implemented the concept and the rate of success achieved. This prove that effective Total Quality Management implementation can improve their competitive abilities and provide strategic advantages in the market place. The major objective of the study is to ascertain the impact of Total Quality Management implementation in the organization, and adoption of Total Quality Management practices among staff of First Bank plc in Benin, Edo State. A survey research design approach was adopted for the study. The target respondents were staffs of 11 branches of First bank plc operating within the study area. A sample size of 142 employees were adopted for this study and were assessed using the systematic sampling technique.
The main data used were from primary sources gathered with the use of a likert scaled questionnaire. Data gathered were analyzed with the Pearson’s Product Moment Correlation (PPMC) Analysis at a 0.05 significant level. The major finding of the research is that all staff of First Bank Plc. is fully involved in the practice of Total Quality Management in their day to day business, the aforementioned organization agreed that Total Quality Management have impact in organizational performance.
Key words: total quality management, organizational performance, customer focus and management leadership.
CHAPTER ONE
INTRODUCTION
1.1 Background to the study
Management activities in the business world are directed towards achieving an ample share of the industry and ultimately control of, if possible, the direction towards which the industry moves. Towards achieving this, various managerial techniques must be put in place. The business world is highly competitive. Thus, all businesses must strive towards putting in place, policies that would greatly increase sales volume while maintaining quality and the quality-of-service delivery. It has been largely responsible for the various challenges facing captains of industry world-wide; the scramble to ensure that the various goods and services offered by them achieve the highest standard of quality and cost effectiveness. This becomes more critical considering technological advances that have put before the customer, an array of goods of very high quality.
Every investor expects dividend from their investor, just as customers expect value for their money. Due to ever increasing alternatives, it is pertinent for producers to ensure that qualitative and cost-effective goods are produced to increase patronage and generate more income. These may however not be possible without a qualitative management technique; hence the adoption of Total Quality Management (TQM) becomes pertinent. TQM became a source of unification of visions and ideas across the organisation to ensure the successful execution of the mission, even though TQM at that time was a novel idea to the organisation.
TQM as adopted by First Bank Plc can be described as the navigational aid for the successful berthing of First Bank Plc at the pinnacle of Banking industry in Nigeria. Indeed, in any organization, the concept of development is the most important element that every part of the organization is seeking to speed up and elevate its quality. It is usually that organizations seek to reach the optimum level of performance and support employees with all the tools and ideas to generate a better performance and a more suitable environment for them to work better and harder. This arises from the fact that organisations are aware of the fact that a better performance can lead to a better customer satisfaction and to a lower cost. With the emergence of total quality management techniques and in accordance with the idea of a better performance leads to a better customer satisfaction, organizations have started to combine the Total Quality Management standards and the performance development ideas knowing that fathering between the two may reach to a place of enhanced performance.
A large percentage of customers attest to an improvement in the bank satisfaction of their needs. The back market share has also improved as a result of the implementation of TQM.
The conclusion from the findings is that the adoption of TQM has been a step in the right direction for Fist Bank PLC. It has improved a lot of bank by increasing their income through an increase in patronage and an increase in the bank capital base through the purchase of its share by the general public, indicating growing confidence in the bank.
1.2 Statement of the Research Problem
For a long time now, business institutions in Nigeria have been faced with various problems, top of which are mismanagement and lack of top-quality goods. These problems resulted in for instance, the failure of many banks from the late 1980s into the early 1990s. Customers lost deposits many had worked all their lives for. Other sectors, like the manufacturing sectors have also been affected by the scourge of mismanagement and disregard for quality. Many of these organisations especially those in the banking industry reorganized themselves after the problems they faced during this period. But they also had to put structures in place to ensure that what caused their initial demise did not reoccur.
One of the strategies adopted was Total Quality Management (TQM). The focus was now on the customers and what to do to satisfy them, rather than the bottom line. Total Quality Management is viewed as virtually a new organizational culture and a way of thinking. So the approach has an intense focus on customer satisfaction, accurate measurement of every critical variable in business operations, continuous improvement of products, services and processes and on work relationships based on mutual trust and teamwork, (Pearce & Robinson 2005).
Keeping in view the competitive environment in the banking sector where bank officers are trying their best to offer high quality services to their customers, there is great need to develop a Total Quality Management model for commercial banking branch operations, highlighting the different departments in the branch and the application of Total Quality Management principles to such departments with proper assessment of the extent of practice of Total Quality Management principles in our chosen bank of research, which in this case is First bank plc
1.3 Research Questions
1. What is the level of awareness of TQM among staff of First Bank Plc?
2. To what degree does the level of adoption of TQM practice affects employees performance among staff of First Bank Plc?
3. What are the effect of organizational performance of TQM practice on the profitability, growth and development in First Bank plc?
1.4 Objectives of the Study
The main objective of the study is to examine the impact of total quality management on the performance of the banking industry in Nigeria. A case study of First Bank Plc in Benin, Edo state.
However, the specific objectives of the study are to:
1. To ascertain the level of awareness of TQM among staff of first bank, Plc.
2. To assess the level of adoption of TQM practice on organizational performance in First bank plc.
3. To investigate how the factors of organizational performance of TQM practice affects profitability, growth and development in First Bank, plc. Benin state.
1.5 Research Hypotheses
The following null hypothesis are formulated in this study.
H01: There is no significant relationship between Total quality management and level of awareness among staff in Nigeria banking sector.
H02: There is no relationship between the level of adoption of TQM practice and employee performance in First Bank Plc.
H03: There is no relationship between organizational performance, profitability, growth and development in First Bank Plc.
1.6 Significance of the Study
The study is significant in the following ways;
It will enlighten many business or managers in the banking sector on how to create and keep a customer for profit motive. To this end, TQM can be defined as, the processes, methods, and systems that organisations use to delight customers and at the same time, help reduce costs, increase revenue, and empower employees. These methods are not fixed in stone. They grow and develop with time (MacDonald, 1993). This study will guide management in the selection of a good/better ways to improve the performance of the employee in the organization. The findings from this study would help to further highlight the factors affecting employee performance in an organization. And also employee dynamics and employee behavior.
The significance of the adoption of TQM as observed by the researcher indicates improved performance by identifying Service Quality Indicators (SQIs). It is the intention of the researcher to highlight problems of service delivery in the banking industry and proffer solutions to these problems through the application of TQM. The researcher intends to create awareness about TQM, how it is being applied in First Bank of Nigeria Plc; and its effects on customers and employees alike.
The effect on staff welfare, motivation, promotion etc. will also be highlighted. The researcher expects that the research work will aid in finding headway out of the scourge of mismanagement. The researcher hopes the study shall serve as a useful tool for any organization that seeks to implement TQM.
1.7 Scope of the study
The focus of the study is to examine the impact of TQM on the performance of the banking industry in Nigeria, using the First Bank Plc, Benin, Edo State as a case study. The researcher will use survey research and questionnaire methods to investigate the effects of TQM on the performance of First bank plc Benin branch. The study will cover a period of (4) years between 2021 to 2024 being my academic session.
1.8 Limitations of the Study
TQM as subject matter is very wide. To this research, the study is restricted to FIRST BANK PLC. The researcher encounters some constraints, and it is important to state these limitations which include:
a) Availability of Research Material: The research material available to the researcher is insufficient, thereby limiting the study
b) Time: The time frame allocated to the study does not enhance wider coverage as the researcher has to combine other academic activities and examinations with the study.
c) Organizational privacy: Limited Access to the selected auditing firm makes it difficult to get all the necessary and required information concerning the activities.
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