The impact of total quality management on bank employees in nigeria (a case study of first bank plc)

Project Abstract

Total Quality Management (TQM) has gained significant attention in the banking industry due to its potential to enhance organizational performance and customer satisfaction. This research aims to investigate the impact of Total Quality Management on bank employees in Nigeria, focusing on a case study of First Bank PLC. The study will explore the implementation of TQM practices within the bank and examine how these practices influence employee performance, job satisfaction, and overall work environment. A mixed-methods approach will be employed to collect data, combining surveys and interviews to gather insights from employees at different levels within First Bank PLC. The survey will assess employees' perceptions of TQM practices, their job satisfaction levels, and their perceived impact on organizational effectiveness. Additionally, interviews will be conducted with key stakeholders and management to gain a deeper understanding of how TQM is implemented and its effects on employees. The findings of this research are expected to contribute to the existing literature on Total Quality Management in the banking sector, particularly in the context of Nigeria. By focusing on a specific case study, this study aims to provide a detailed analysis of the impact of TQM on bank employees, which can offer valuable insights for both academics and practitioners in the field. The results of this study will have practical implications for First Bank PLC and other banks in Nigeria looking to improve their organizational performance through TQM practices. By identifying the strengths and weaknesses of current TQM implementation and understanding its effects on employees, banks can make informed decisions to enhance their quality management practices and create a more conducive work environment for their staff. Overall, this research aims to shed light on the relationship between Total Quality Management and employee outcomes in the banking sector, with a specific focus on First Bank PLC in Nigeria. By examining the impact of TQM on employee performance, job satisfaction, and overall work environment, this study seeks to provide valuable insights that can help banks improve their quality management practices and ultimately enhance their organizational effectiveness.

Project Overview

<p> </p><div><p><b>1: INTRODUCTION</b></p><p><b>1.1 &nbsp; &nbsp; </b><b>BACKGROUND<br>OF THE STUDY</b></p><p><b></b></p><b><p>Management<br>activities in the business world are directed towards achieving an ample share<br>of the industry and ultimately control of, if possible, the direction towards<br>which the industry moves. Towards achieving this, various managerial techniques<br>have to be put in place. The business world is highly competitive. Thus all<br>businesses must strive towards putting in place, policies that would greatly<br>increase sales volume while maintaining quality and the quality of service<br>delivery.<b></b></p><b><p><b></b></p><b><p>This trend<br>has been in existence for generations and would continue to be. It has been<br>largely responsible for the various challenges facing captains of industry<br>world-wide; the scramble to ensure that the various goods and services offered<br>by them achieve the highest standard of quality and cost effectiveness. This<br>becomes more critical in light of technological advances that have put before<br>the customer, an array of goods of very high quality.<b></b></p><b><p><b></b></p><b><p>Every<br>investor expects dividend from their investor, just as customers expect value<br>for their money. Due to ever<b></b></p><b><p><b></b></p></b></b></b></b></b></b></div><b><b><b><div><p>increasing alternatives, it is<br>pertinent for producers to ensure that qualitative and cost effective goods are<br>produced in order to increase patronage and generate more income. These may<br>however not be possible without a qualitative management technique; hence the adoption<br>of Total Quality Management (TQM) becomes pertinent.</p><p>TQM became a source of unification of visions and ideas<br>across the organization to ensure the successful execution of the mission, even<br>though TQM at that time was a novel idea to the organization.</p></div><div><p>TQM as adopted by FIRST BANK Plccan be described as the navigational aid<br>for the successful berthing of FIRST BANK <br>Plcat the pinnacle of New Generation Banks in Nigeria.</p><p><b>1.2 &nbsp; &nbsp; </b><b>STATEMENT<br>OF THE PROBLEM</b></p><p><b></b></p><b><p>For a long<br>time now, business institutions in Nigeria have been faced with various<br>problems, top of which are mismanagement and lack of top quality goods. These<br>problems resulted in for instance, the failure of many banks from the late<br>1980s into the early 1990s. Customers lost deposits many had worked all their<br>lives for. Other sectors, like the manufacturing sectors have also been<br>affected by the scourge of mismanagement and disregard for quality. Many of<br>these organizations especially those in the banking industry reorganized<br>themselves after the problems they faced during this period. But they also had<br>to put structures in place to ensure that what caused their initial demise did<br>not reoccur. One of the strategies adopted was Total Quality Management (TQM).<br>The focus was now on the customer and what to do to satisfy them, rather than<br>the ‘bottom line’. The adoption of TQM has gone a long way towards improving<br>management processes and service delivery and has helped restore the confidence<br>of the populace in the banking industry.<b></b></p><b><p><b></b></p><b><p><b>1.3 &nbsp; &nbsp; </b><b>OBJECTIVE<br>OF THE STUDY</b></p><p><b></b></p><b><p>The objective of the study is to:<b></b></p><b><p><b></b></p><b><p>First of<br>all evaluate the impact of TQM in the Banking industry, using FIRST BANK Plc as a case study and to facilitate<br>awareness of TQM in order to help managements of service organizations to focus<br>on the nature and scale of quality service delivery.<b></b></p><b><p><b></b></p><b><p>Secondly to evaluate the merits of<br>implementation of TQM and to assist management by offering advise on the<br>desirability of the implementation of and ways of achieving the objectives of<br>TQM.<b></b></p><b><p><b></b></p><b><p>Thirdly, to<br>determine the contribution of employees towards the implementation of TQM and<br>determine whether the merits justify the implementation of TQM.<b></b></p><b><p><b></b></p><b><p>And lastly<br>make objective recommendation based on the findings of the investigation.<b></b></p><b><p><b></b></p><b><p><b>1.4. RESEARCH<br>QUESTIONS</b></p><p><b></b></p><b><p>Ø What is the level of TQM in the<br>Nigerian banking industry?</p><p>Ø What is the level of awareness of TQM<br>in the management of the banking sector?</p><p>Ø What are the merits of implementation<br>of TQM?</p><p>Ø What is the contribution of employees<br>towards the implementation of TQM?</p><p>Ø Does TQM improve the scale of quality<br>delivery?</p><p>Ø Is there a significant relationship<br>between the application of TQM in FIRST BANK Plcand its market share, and<br>customer satisfaction?</p></b></b></b></b></b></b></b></b></b></b></b></b></b></b></b></div><b><b><b><div><p><b>1.5. &nbsp; </b><b>FORMULATION<br>OF THE HYPOTHESES</b></p><p><b></b></p><b><p>The<br>following hypotheses shall be tested in the course of the investigations:<b></b></p><b><p><b></b></p><b><p>Ho: There<br>is no significant relationship between the application of TQM in FIRST<br>BANK Plc employee productivity.<b></b></p><b><p><b></b></p><b><p>H1: There<br>is a significant relationship between the application of TQM in FIRST BANK Plc employee productivity.<b></b></p><b><p><b></b></p><b><p><b>1.6. &nbsp; </b><b>SIGNIFICANCE OF THE STUDY</b></p><p><b></b></p><b><p>The primary<br>objective of any business is to create and keep a customer. To this end, TQM<br>can be defined as, “the processes, methods and systems that organizations use<br>to delight customers and at the same time, help reduce costs, increase revenue<br>and empower employees. These methods are not fixed in stone. They grow and<br>develop with time” (MacDonald, J. 1993).<b></b></p><b><p><b></b></p><b><p>TQM is a<br>relatively new management technique that has revolutionized business management<br>and a return to<b></b></p><b><p><b></b></p></b></b></b></b></b></b></b></b></b></b></b></div><b><b><b><div><p>some of the most fundamental ideas of<br>management effectiveness. It is a tool that should serve to enhance the<br>profitability of an organization, with emphasis on total quality from the<br>bottom to the top of management.</p><p>The significance of the adoption of TQM as observed by the<br>researcher indicates improved performance by identifying Service Quality<br>Indicators (SQIs) i.e. those things that ‘irritates’ customers and streamlining<br>their operation in order to eliminate those ‘irritants’.</p><p>It is the intention of the researcher to highlight<br>problems of service delivery in the banking industry and proffer solutions to<br>these problems through the application of TQM. The researcher intends to create<br>awareness about TQM, how it is being applied in the chosen organization, and<br>its effects on customers and employees alike. The effect on staff welfare,<br>motivation, promotion etc will also be highlighted. The researcher expects that<br>the research work will aid in finding headway out of the scourge of<br>mismanagement.</p><p>The researcher hopes the study shall serve as a useful<br>tool for any organization that seeks to implement TQM.</p></div><div><p><b>1.7. &nbsp;<br></b><b>RESEARCH METHODOLOGY</b></p><p><b></b></p><b><p>The data to<br>be to be used for the research shall be collected from <i>Primary</i>&nbsp;and S<i>econdary<br>sources</i>. The primary sources are those that are collected from original<br>sources, in this case, the staff and customers of the bank. The data shall be<br>collected using questionnaires to be issued to a selected number of respondents<br>who have a direct relationship with the bank. For convenience sakes, the<br>researcher intends to give questionnaires to 60 respondents (30 customers<br>irrespective of income level, and 30 employees cutting across all levels of<br>management).<b></b></p><b><p><b></b></p><b><p>The<br>secondary source of data comprises of ready-made information on the subject<br>under study. These include journals, seminar materials, textbooks and the<br>Internet.<b></b></p><b><p><b></b></p><b><p><b>2. &nbsp; &nbsp; &nbsp; <br></b><b>SCOPE AND<br>LIMITATION OF THE STUDY</b></p><p><b></b></p><b><p>Though<br>relatively new, TQM as subject matter is very wide. For the purpose of this<br>research, the study is restricted to FIRST BANK Plc.</p></b></b></b></b></b></b></div></b></b></b></b></b></b></b></b></b> <br><p></p>