AN ASSESSMENT OF TOTAL QUALITY MANAGEMENT (TQM) IMPACTS ON BANKS PERFORMANCE IN NIGERIA (A CASE STUDY OF FIRST BANK NIGERIA PLC.)


AN ASSESSMENT OF TOTAL QUALITY MANAGEMENT (TQM) IMPACTS ON BANKS PERFORMANCE IN NIGERIA (A CASE STUDY OF FIRST BANK NIGERIA PLC.)  

ABSTRACT:    

The purpose of this study is to gain a better understanding of the theoretical and empirical relationship between Total Quality Management and some measure of Banking performance. (Profitability, Speed Service Delivery, Customer Satisfaction, Lower Cost, Short and Long Term Objectives) of Nigeria Banks. A survey research design was adopted, while data were generated by means of structure questionnaires administered to members and staff of First Bank Plc. In Lagos Metropolis: The study generated a ninety percent (90%) response rate from eight questionnaire that were given out. Response from the survey were statistically analyzed using simple frequency percentage, correlation and regression analysis with the aid of SPSS. Result of the study indicate that the studied banks were (TQM) oriented to a very large extent. It is apparent form the findings that the attached great importance to their performance and responding appropriately in order to gain competitive advantage. The study also revealed that Total Quality Management (TQM) of the banks have significant correlation with aforementioned performance measures. Finally, conclusion, recommendation and suggestions for further studies were highlighted to demonstrate the generation of the result of the study.

TABLE OF CONTENTS

Title Page i

Certification ii

Dedication iii

Acknowledgment iv

Abstract v

Table of Content vi

CHAPTER ONE:  INTRODUCTION

1.0 Background of the Study 1

1.1 Statement of the Problem 3

1.2 Research Question 3

1.3 Research Hypothesis 4

1.4 Objective of the Study 4

1.5 Significant of the Study 5

1.6 Scope of the Study 5

CHAPTER TWO:   LITERATURE REVIEW 

1.0 Introduction 7

2.1 Historical Background of Total Quality Management TQM 7

2.2 Definition of Concepts 9

2.3 Definition of Total Quality Management 15

2.4 School of thought in Total Quality Management 21

2.5 Total Quality Management, Organizational Change and Human Resources Management 25

2.6 Total Quality Management And Organizational Culture 26

2.7 Total Quality Management And Human Resource Management 28

2.8 Total Quality Management And Financial Service 31

2.9 Management Theories And Practices Contribution To Total Quality Management 33

2.10 Improving Total Quality Management In An Organization 33

2.11 Current Status Of Total Quality Management In Nigerian Companies 36

2.12 Failure Of Total Quality Management 36

2.13 Summary 38

CHAPTER THREE: RESEARCH METHODS 

3.0 Introduction 42

3.1 Research Design 42

3.2 Re-Statement Of Research Question 43

3.3 Re –Statement Of Research Hypotheses 44

3.4 Population Of The Study 44

3.5 Sample Size 45

3.6 Data Collection Method 46

3.7 Method Of Data Analysis 46

3.8 Limitations Of The Study 47

CHAPTER FOUR: DATA ANALYSIS PRESENTATION AND INTERPRETATION

4.0 Introduction 49

4.1 Data Analysis 49

4.2Test of Hypotheses

CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS

5.0 Introduction 68

5.1 Summary of Major Finding 68

5.2 Conclusion 68

5.3 Recommendation 68

Reference  

BibliographyCHAPTER ONE

INTRODUCTION

1.0 BACKGROUND TO THE STUDY

Nigeria’s political and business terrain between 1983 and 1989 was one of biting economics hardship, great uncertainties and instability.

Banks and other financial institutions were doing well especially through exploitation of fore allocation formula up to 1990 to survive or grow through huge profits which critics termed “paper profit” as time went by when the ruler changed in 1990, following CBN prudential guideline and the federal governments banks and other financial institutional degree (BOFID) in addition to a worsening economic downtown increasing in serviced debt stock with growing sophistication in customers clientele and motivating staff competition. These situations and some other one’s precipitated the liquidation of as much as 31 banks by 1990.

This situation necessitated the need for organization to adopt practice of continuous improvement in the face of increasing competition and challenging operating environment. The potential contribution of enhanced product and service quality to competitive advantage and financial, performance notably through impact on cost and ability to charge premium prices has motivated several organization to be involved in TQM (Total Quality Management) activity and general attitude of business improvement.

There had been inference of linkage between TQM business result and organization performances.

A positive attempt by organization to improve structural, infrastructure, attitudinal behavioural and methodological ways of developing to the end customers with emphasize on constituency, improvements in quality competitive enhancements all with the aim of satisfying or delighting the end user, which his been paramount in the current clamor for the implementation of TQM.

According to Aboto, E.M (1998) one management tool that has played a leading role in the restricting exercises in the banking industry is total quality management (TQM).

TQM as phenomenon started spreading like wildfire across the globe in the early 1980s and had been spurred on by the fierce competition ranging between companies of Japan, North America and Europe. Japanese whose land was devastated by atomic bomb in the second world war, rose from the rubbles of rubbers of deactivation in Nagashaki and Hirosina to become over the world industrial the world market like collosions. It was found out that Japan’s miraculous economics glory was a resultant effect to TQM. Japan produced goods and able to sell at a price which was lower than what it was costing the Americans and Europeans to produce them just-in-time (JIT) system enables then to produce and sell their product without incurring any cost of warehousing, “Ringi system” and like-long employment tatic were some of the component of the total quality management technical to economic success (Fapounda, 1997).

1.0 STATEMENT OF THE PROBLEM 

1. Banks may not have products that could meet the needs and aspiration of the customers.

2. The process of banking operation in Nigeria may be considered cumbersome and below customers expectation.

3. People in the banking industry may be presumed not adequately trained and equipped to render core banking services.

4. Decline in the number of customers due to poor quality of products and services offered.

5. Customers are generally dissatisfied with the mode of banking operation in Nigerian this stems from the need to perceived bank as an institution that may be lacking the TQM concept hence below performance.

1.2 RESEARCH QUESTION 

1. Does the implementation of total quality management techniques enable banks to off products that could meet needs and satisfaction of their customers?

2. To whatextent can the implementation of total quality management improve banking operation in Nigeria?

3. Does the implementation of total quality management affect the cost of training and productivity in theNigeria baking industry?

4. Can be implementation of total quality management technique result in the number of customers due to poor quality of products and services offered?

5. To what extent can banks be perceived as an institution that may be locking the TQM concept and hence how performance?

1.3 RESEARCH HYPOTHESIS 

H1: Continuous service improvement and employee training/ development have a significant relation on total quality management.

H0: Continuous service improvement and employee training/ development no significant relation on total quality management. 

1.4 OBJECTIVE OF THE STUDY

The objective of this research work are:

1. To establish the extent to which TQM at first bank of Nigeria (FBN) achieved corporate objectives.

2. To determine the extents to which quality and speed of service deliver has been enhanced.

3. To determine the level of adoption of TQM concept in the banking industry in Nigeria.

4. To advance recommendation for appropriate usage of TQM.

5. To contribute towards increasing the existing body of knowledge (literature) in the adoption and implementation of TQM concept.

1.5 SIGNIFICANCE OF THE STUDY

The study will identify the effects of TQM on First Bank of Nigeria Plc performance that has led to mutual satisfaction of all the stakeholders in the relationship.

Again the finding of this study could explored as inputs for planning and in the formulation of relevant policies coming to employees in the bank and other business concerns. The effect is that improved performance can be ensured from employee translating into higher returns on investment thereby ensuring the giving concerns status and continue existence of the bank.

1.6 SCOPE OF THE STUDY 

The scope of this study covers the banking industry in Nigeria, but specific attention will be on First Bank of Nigeria Plc. The period covered by this study is a period of term year (1985 – 1995) and her performance since the implementation of the process 199602007/2008.

REFERENCES

Abolo E.M (1998) “Refining TQM with re-engineering prinicipels” The journal of TQM (June August 1998) Vol. No2, Pg 4.7.

Fapohunda A.M (1997) Basic of comparative and international management.

.


TYPE IN YOUR TOPIC AND CLICK SEARCH.






RESEARCHWAP.COM

Researchwap.com is an online repository for free project topics and research materials, articles and custom writing of research works. We’re an online resource centre that provides a vast database for students to access numerous research project topics and materials. Researchwap.com guides and assist Postgraduate, Undergraduate and Final Year Students with well researched and quality project topics, topic ideas, research guides and project materials. We’re reliable and trustworthy, and we really understand what is called “time factor”, that is why we’ve simplified the process so that students can get their research projects ready on time. Our platform provides more educational services, such as hiring a writer, research analysis, and software for computer science research and we also seriously adhere to a timely delivery.

TESTIMONIES FROM OUR CLIENTS


Please feel free to carefully review some written and captured responses from our satisfied clients.

  • "Exceptionally outstanding. Highly recommend for all who wish to have effective and excellent project defence. Easily Accessable, Affordable, Effective and effective."

    Debby Henry George, Massachusetts Institute of Technology (MIT), Cambridge, USA.
  • "I saw this website on facebook page and I did not even bother since I was in a hurry to complete my project. But I am totally amazed that when I visited the website and saw the topic I was looking for and I decided to give a try and now I have received it within an hour after ordering the material. Am grateful guys!"

    Hilary Yusuf, United States International University Africa, Nairobi, Kenya.
  • "Researchwap.com is a website I recommend to all student and researchers within and outside the country. The web owners are doing great job and I appreciate them for that. Once again, thank you very much "researchwap.com" and God bless you and your business! ."

    Debby Henry George, Massachusetts Institute of Technology (MIT), Cambridge, USA.
  • "I love what you guys are doing, your material guided me well through my research. Thank you for helping me achieve academic success."

    Sampson, University of Nigeria, Nsukka.
  • "researchwap.com is God-sent! I got good grades in my seminar and project with the help of your service, thank you soooooo much."

    Cynthia, Akwa Ibom State University .
  • "Great User Experience, Nice flows and Superb functionalities.The app is indeed a great tech innovation for greasing the wheels of final year, research and other pedagogical related project works. A trial would definitely convince you."

    Lamilare Valentine, Kwame Nkrumah University, Kumasi, Ghana.
  • "Sorry, it was in my spam folder all along, I should have looked it up properly first. Please keep up the good work, your team is quite commited. Am grateful...I will certainly refer my friends too."

    Elizabeth, Obafemi Awolowo University
  • "Am happy the defense went well, thanks to your articles. I may not be able to express how grateful I am for all your assistance, but on my honour, I owe you guys a good number of referrals. Thank you once again."

    Ali Olanrewaju, Lagos State University.
  • "My Dear Researchwap, initially I never believed one can actually do honest business transactions with Nigerians online until i stumbled into your website. You have broken a new legacy of record as far as am concerned. Keep up the good work!"

    Willie Ekereobong, University of Port Harcourt.
  • "WOW, SO IT'S TRUE??!! I can't believe I got this quality work for just 3k...I thought it was scam ooo. I wouldn't mind if it goes for over 5k, its worth it. Thank you!"

    Theressa, Igbinedion University.
  • "I did not see my project topic on your website so I decided to call your customer care number, the attention I got was epic! I got help from the beginning to the end of my project in just 3 days, they even taught me how to defend my project and I got a 'B' at the end. Thank you so much researchwap.com, infact, I owe my graduating well today to you guys...."

    Joseph, Abia state Polytechnic.
  • "My friend told me about ResearchWap website, I doubted her until I saw her receive her full project in less than 15 miniutes, I tried mine too and got it same, right now, am telling everyone in my school about researchwap.com, no one has to suffer any more writing their project. Thank you for making life easy for me and my fellow students... Keep up the good work"

    Christiana, Landmark University .
  • "I wish I knew you guys when I wrote my first degree project, it took so much time and effort then. Now, with just a click of a button, I got my complete project in less than 15 minutes. You guys are too amazing!."

    Musa, Federal University of Technology Minna
  • "I was scared at first when I saw your website but I decided to risk my last 3k and surprisingly I got my complete project in my email box instantly. This is so nice!!!."

    Ali Obafemi, Ibrahim Badamasi Babangida University, Niger State.
  • To contribute to our success story, send us a feedback or please kindly call 2348037664978.
    Then your comment and contact will be published here also with your consent.

    Thank you for choosing researchwap.com.