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AN EVALUATION OF THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT IN THE NIGERIAN BANKING INDUSTRY: A CASE STUDY OF GUARANTY TRUST BANK PLC
ABSTRACT
TQM is a working philosophy, which strives to exceed customers’
expectation at every interface by continuing to improve business competitiveness
through motivation of people to fully contribute to this goal. The recurrent
problems of TQM implementation in commercial banks in Nigeria include
organizational instability and lack of management commitment among others.
This research study has examined the concept of TQM and its
implementation in the Nigerian Banking Industry. It highlighted the challenges of
TQM, which include the low level of adoption of TQM, dearth of reputable
consultants or organization focusing on TQM and the benefits of TQM, which
include its focus on the needs of the market, development of goods procedures for
communication and acknowledgement of good work.
The finding of the study reveals that the implementation of TQM have very
significant effects on the operations of the banking industry and specifically it has
enhance the growth experience at GTB Plc over the years.
Recommendations have also been made to operators of the industry in ways
of consolidating on the gains made so far through the adoption of TQM in the
Nigerian banking industry. The major recommendations include involvement of
every bank employee in TQM implementation, continuous training of employees in
order to be abreast with the demands of TQM and the building of bank services on
reputation and maintenance through high personnel commitment.
TABLE OF CONTENT
Title page- – – – – – – – – i
Approval page – – – – – – – -ii
Dedication – – – – – – – – -iii
Acknowledgement – – – – – – – -iv
Abstract – – – – – – – – – -v
Table of content – – – – – – – -vi
CHAPTER ONE
INTRODUCTION – – – – – – – -1
1.0 Background of the study – – – – -1
1.1 Statement of the problem – – – – -5
1.2 Purpose of the study – – – – – -6
1.3 Significance of the study – – – – -8
1.4 Research questions – – – – – -9
1.5 Scope of the study – – – – – – -10
CHAPTER TWO
LITERATURE REVIEW – – – – – – -11
CHAPTER THREE
Research methodology – – – – – – -39
Design of study – – – – – – – -40
CHAPTER FOUR
Presentation, analysis and interpretation of data – -48
CHAPTER FIVE
Summary of findings – – – – – – -60
Conclusion – – – – – – – – -61
Recommendations – – – – – – – -62
Suggestions for further research – – – – -64
References – – – – – – – – -65
Appendix I – – – – — – – – -68
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