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THE
EFFECTS OF TOTAL QUALITY MANAGEMENT ON PRODUCTIVITY USING THE PROBIT MODEL
ABSTRACT
The broad objective
of this research work is to take a critical look at the principle of total
quality management so as to find out how its implementation will affect an
organisation‟s productivity and profitability.
For the purpose of this study, the researcher limited its data to those of the
Skye Bank Plc and her customers. The researcher used survey method to
investigate the effects of Total Quality Management on productivity using the
probit model: a case study of Skye Bank Plc Edo State.
TABLE OF CONTENTS
Approval Page ii
Certification iii
Dedication iv
Acknowledgement v
Abstract vi
CHAPTER ONE:
INTRODUCTION
1.1 Background of the
study 1
1.2 Statement of the
problem
1.3 Statement of the
objectives
1.4 Research
questions
1.5 Hypotheses of the
study
1.6 Significance of
the study
1.7 Scope of the
study
1.8 Limitations of
the study
CHAPTER TWO
LITERATURE REVIEW
2.1 Introduction
2.2 Review of
relevant literature on T.Q.M
2.2.1 T.Q.M overview
2.2.2 The importance
of people in T.Q.M
2.2.3 Quality
measurement and business excellence
2.2.4 Quality
improvement verses quality assurance
2.2.5 Implementation
of principles
2.2.6 Steps in
managing the transition
2.2.7 Key improvement
concepts
2.2.7.1 Process and
systems
2.2.7.2 Customers and
suppliers
2.2.7.3 Quality
2.2.7.4 Benchmarking
2.2.7.5 Teams and
teamwork
2.2.8 The concept of
continuous improvement by T.Q.M
2.2.8.1 Basic
principles of T.Q.M
2.2.9 Key element of
T.Q.M
2.2.10 Steps to total
quality management (T.Q.M)
2.2.11 The concepts
of culture
2.2.12 Applying T.Q.M
in T.Q.M in academics
2.2.13 The success of
T.Q.M
2.3 Measurement of
organizational
CHAPTER THREE
METHODOLOGY
3.1 Research design
3.2 Source of data
3.3 Area of study
3.4 Population of the
study 38
3.5 Determination of
sample size
3.6 Reliability test
3.7 Validity test
3.8 Techniques for
data analysis
CHAPTER FOUR
PRESENTATION OF DATA
4.1 Presentation of
data
4.2 Test of
hypotheses
4.3 Discussions of
findings
CHAPTER FIVE
SUMMARY, CONCLUSION,
RECOMMENDATION
5.1 SUMMARY
5.2 CONCLUSION
5.3 RECOMMENDATION
Bibliography
Appendix
CHAPTER ONE
INTRODUCTION
1.1 HISTORICAL
BACKGROUND AND THE ORIGIN OF SKYE BANK PLC
Banking in Nigeria
took a new dimension after the pronouncement of the former governor of the
Central Bank of Nigeria professor Charles Soludo for the need to improve the
banking industry in Nigeria thereby competing with other foreign banks, hence
capital base to 25 billion naira.
According to the
governor of central bank professor Charles Soludo, the whole idea of the
increment is to give room for other small financial institutions to strive.
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