The Impact of Total Quality Management on Organizational Performance: A Study of First Bank Nigeria Plc (Published)
This study is an attempt 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 Uyo. The 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 168 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.
Keywords: Performance, Total Quality Management, customer focus and management leadership
Relationship between Total Quality Management Practices and Profitability: Case of Small Hotel Sector London (UK) (Published)
The rise of competition has inclined various small-scale businesses to incorporate a robust strategy in order to increase profitability. Therefore, in the contemporary enterprise sector, exceptional importance has been given to the concept of Total Quality Management by both local and multinational organisations, considering the associated benefits of continuous improvement, increased efficiency, and the overall efficacy of the organisation. Thus, the main aim of this study is to assess the impact of TQM implementation into small scale hotels in terms of financial growth (profitability); and to develop a comprehensive and feasible quality framework for managers to adopt the best TQM practices that enhance profitability through quality improvement and to achieve expected results. The researcher has applied quantitative method by recruiting 141 participants (managerial level) to achieve the overall aim and objectives of this study, Therefore, survey questionnaires by using Likert scale has been conducted leading towards descriptive, correlation and chi-square analysis of the data collected. The results showed that various TQM practices have positive impact on the profitability of small hotels, such as continuous improvement, quality improvement, role of top management, training and education, employee empowerment and technological innovation, Finally, this research makes an original contribution in the academic and practical field as it enhances the knowledge of TQM among the managers and quality practitioners. Besides presenting some recommendations for small hotels, the study also puts some suggestions for future research in this area with limitations.
Keywords: Customer Satisfaction, Performance, Profitability, Quality Management, Total Quality Management, competitors, critical success factors., small hotels
FACTORS AFFECTING THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT IN JORDANIAN COMMERCIAL BANKS FROM CUSTOMERS POINT OF VIEW (Published)
This research aimed at investigating the factors affecting the implementation of TQM in a sample of commercial banks in Jordan. The study used the questionnaire as a tool to collect data. The results showed that there are some defaults in the implementation of TQM in commercial banks in Jordan and some aspects of TQM were ignored and wrongly Implemented and this in turn affected customer care
Keywords: Commercial Banks, Conformance, Customers, Specification, Total Quality Management