THE IMPACT OF TOTAL QUALITY MANAGEMENT ON BANK EMPLOYEES IN NIGERIA (A CASE STUDY OF FIRST BANK PLC)
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THE IMPACT
OF TOTAL QUALITY MANAGEMENT ON BANK EMPLOYEES IN NIGERIA (A CASE STUDY OF FIRST
BANK PLC)
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF 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
have to 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.
This trend
has been in existence for generations and would continue to be. 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 in light of 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 in order 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 organization to ensure
the successful execution of the mission, even though TQM at that time was a
novel idea to the organization.
TQM as
adopted by FIRST BANK Plccan be
described as the navigational aid for the successful berthing of FIRST
BANK Plcat the pinnacle of New
Generation Banks in Nigeria.
1.2 STATEMENT OF THE 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 organizations 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 customer and what to do to satisfy them, rather than the
‘bottom line’. The adoption of TQM has gone a long way towards improving
management processes and service delivery and has helped restore the confidence
of the populace in the banking industry.
1.3 OBJECTIVE OF THE STUDY
The
objective of the study is to:
First of all
evaluate the impact of TQM in the Banking industry, using FIRST BANK Plc as a case study and to facilitate
awareness of TQM in order to help managements of service organizations to focus
on the nature and scale of quality service delivery.
Secondly to
evaluate the merits of implementation of TQM and to assist management by
offering advise on the desirability of the implementation of and ways of
achieving the objectives of TQM.
Thirdly, to
determine the contribution of employees towards the implementation of TQM and
determine whether the merits justify the implementation of TQM.
And lastly
make objective recommendation based on the findings of the investigation.
1.4.
RESEARCH QUESTIONS
Ø What is
the level of TQM in the Nigerian banking industry?
Ø What is
the level of awareness of TQM in the management of the banking sector?
Ø What are
the merits of implementation of TQM?
Ø What is
the contribution of employees towards the implementation of TQM?
Ø Does TQM
improve the scale of quality delivery?
Ø Is there a
significant relationship between the application of TQM in FIRST BANK Plcand
its market share, and customer satisfaction?
1.5. FORMULATION OF THE HYPOTHESES
The
following hypotheses shall be tested in the course of the investigations:
Ho: There is
no significant relationship between the application of TQM in FIRST BANK Plc employee productivity.
H1: There is
a significant relationship between the application of TQM in FIRST BANK Plc employee productivity.
1.6. SIGNIFICANCE OF THE STUDY
The primary
objective of any business is to create and keep a customer. To this end, TQM
can be defined as, “the processes, methods and systems that organizations 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, J. 1993).
TQM is a
relatively new management technique that has revolutionized business management
and a return to some of the most fundamental ideas of management effectiveness.
It is a tool that should serve to enhance the profitability of an organization,
with emphasis on total quality from the bottom to the top of management.
The
significance of the adoption of TQM as observed by the researcher indicates
improved performance by identifying Service Quality Indicators (SQIs) i.e.
those things that ‘irritates’ customers and streamlining their operation in
order to eliminate those ‘irritants’.
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 the chosen organization, 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. RESEARCH METHODOLOGY
The data to
be to be used for the research shall be collected from Primary and Secondary
sources. The primary sources are those that are collected from original
sources, in this case, the staff and customers of the bank. The data shall be
collected using questionnaires to be issued to a selected number of respondents
who have a direct relationship with the bank. For convenience sakes, the researcher
intends to give questionnaires to 60 respondents (30 customers irrespective of
income level, and 30 employees cutting across all levels of management).
The
secondary source of data comprises of ready-made information on the subject
under study. These include journals, seminar materials, textbooks and the
Internet.
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