ABSTRACT
The purpose of every
business is customer satisfaction. But, management controlled system makes it
impossible for organization to achieve this goal. this project reveals total
quality management (TQM) as a sine qua non for organizational effectiveness
achieving customer satisfaction. TQM is simply a customer focused performance
enhancing tool, that is always striving to do better tomorrow what was done
well today: sorting out smaller problem while looking for major ones and paying
attention to smallest details. In carrying out this research work,
questionnaires were distributed to both the staff and customers of Standard
Trust Bank (STB), observation and interview was equally conducted, the internal
record for STB was not left out in the quest for vital information to
accomplish this work. The major findings shows that customer satisfaction will
be achieved by doing the right things, right on time, first time and every
time. And that continuous improvement is possible not minding the present
performance level- this is the “sermon” of TQM.
Therefore organization
interested in partaking and having a competitive edge in business have to adopt
this contemporary management philosophy called TQM. It concludes by
explaining that business must be operated to meet the expectations of
both the internal and external customer and go as far as exceeding them.
TABLE OF CONTENTS
CHAPTER
ONE:
INTRODUCTION
1.1 Background
of the study
1.2 Statement
of the problem
1.3 Purpose
of the study
1.4 Significance
of the study
1.5 Research
question
1.6 Hypothesis
1.7 Scope
of the study
1.8 Limitation
of the study
1.9 Definition
of terms
Reference
CHAPTER
TWO:
LITERATURE REVIEW
2.1 Introduction
2.2 The
management methodology
2.3 Principles
of total quality management
2.4 Total
quality management implementation
2.5 How
total quality management works
2.6 Tools
and techniques for TQM
2.7 Benefits
and bottleneck of TQM
CHAPTER THREE
3.0 Research
design/methodology
3.1
Introduction to the design
3.2 Research
design
3.3 Area
of study
3.4 Population
3.5 Sample
size determination
3.6 Instrument
for data collection
3.7 Validation
of the instrument
3.8 Reliability
of the instrument
3.9 Method
of data collection
3.10 Method
of data analysis
References
CHAPTER FOUR
4.0 Data
presentation and analysis
4.1
Presentation and analysis of data
CHAPTER FIVE
5.0 Discussion,
Recommendation & conclusion
5.1
Discussion of result finding
5.2 Conclusion
5.3 Recommendation
5.4 Suggestion
for further study
Appendix
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND
OF THE PROJECT
The importance of
quality cannot be over emphasized.itcan be trance back to the history of
early man and his search for selection of fruits, capable of satisfying his
need. Historically too, the ancient craftsmen of Egypt or let say other
civilized words all over were conscious of what was considered
appropriate and understanding.
When it comes to
creation of aircraft and work of art, many story were been told of how narrow
minded megalomaniacs unwilling to let another piece of art to be created by
skilled craftsmen who have already produces one of
Outstanding work for
them would order that the helpless craftsmen be put to death. to them, it
is an attempt to preserve the quality in themselves alone. However in tracing
the origin of total quality management (TQM) the following names and very
important “ JAPAN which is generally acknowledged as the forefront while W. ED
WARDS DEMING and J.M JURAN were credited with and boosting quality awareness in
Japan . the advocates major assumption was that “ higher quality, higher
prices”, constancy of purpose – an unwavering focus in an organization mission
combined with statistical quality control leads to ever – improving quality at
lower costs . To this end ,the Japanese spent heavily in designing operation
systems which produce products with extremely small margins of errors .
At the beginning of
industrial revolution therefore , the only attention that was paid to quality
was to ensure that the buyers did not end with a useless
pieces of merchandise.
The process of manufacturing, once it has been put in place, would be forgotten
and it is only when it malfunction and requires a storage of production that
attention would be paid to it. To ensure that the
definitive pieces of
manufactured product did not reach the customer, a great deal of emphasis
was placed on segregating the good output (product) from the ones with
deficiency however, this tradition approach(method) dose not ensure ,that the
product is produced “right first time”(APPLE BY,1994). which
is TQM focus.
However the Japanese who
were struggling to recover from post war “hargover”quickly embraced and adopted
“demings” ideal and this greatly contributed to the miraculous post war
recovery and success of Japan
This new quality .
awareness was an important step control (TQC) which eventually became TQM. TQM
has now become an important tool in the hands of management practitioners for
organizational effectiveness TQM is a philosophy which emphasizes that
continuous improvement is a process with customer satisfaction as its ultimate
goal (gatchalian,1997) it is really a business strategy for resorting that an
organization delivers quality goods and services and services to its
external customers so that the
organization can
continually remain profitable and rewarding business.
STATEMENT OF THE PRORLEM
There is a widely and
strong held belief that organizational effectiveness can be achieved if only
workers could do their job correctly .but the problem of failure in
organizations are mainly caused by the management controlled systems.
Workers can control fewer than 15% of the problem. This is because
organizations are still neck deep in tailors : characterized by a system of
command, control and compliance. This traditional management culture, allows
top managers to impose goals on their workers who in turn struggle to meet
these goals, forced to ignore how much they dispatch in other parts
of the company these exposes, the management in that, they are they
are concerned with customer satisfaction. They do not emphasize on
company’s relationship with the customer; the knowledge of ivy
function that determine market place competitiveness. The internal
customers prevented from experiencing the reward of doing a good
job. They don’t experience pride in work ,
and job security is not enhanced, management policies treated employee
like commodities and use fear to enforce them .management deficiency is also
evident in the aspect of knowledge of improvement trends in
quality,company,s operational performance in relation to
those of the competitors . all these, culminating in poor products
and services, made available to the external customers
PURPOSE OF THE STUDY
The purpose of this
study is to reveal as the basis tool which is very necessary for
organizational effectiveness to make sure that customers are been satisfied in
all area and level of organization without been neglected.
To ensure zero defect in
the various organization production sections.
To acquaint students and
organization alike with some of the principles, tools and way /method of
implementing TQM in achieving
word class
performance. to allow employees enjoy the reward of a good job and to enhance
job securities
1.4 SIGNIFICANCE OF THE STUDY
the study will lay
more emphasis on the importance as well as the potency in improving and raising
the capability for a good governance in any organizational level. the study of
TQM will be useful to business managers and serve as a guide tall sectors of
industry and commerce at all stages of putting into practice the quality
improve process.
1.5 THE RESEARCH
QUESTION
1. Has the organization really been carrying out
effective management in the various sectors of the organization?
2. How can organization
be introduced to basis principle of TQM?
3.Can customers really
be satisfied after adopting and practicing the said principle of TQM in the
organization ?
4. How dose organization
treat their employees in our various organization is it true that they are
being denied some of their right in their organization?
5. Does organization try
to enhance job securities in the in the verius organization?
6. Is TQM really that
basis tool which every organization will need to embrace before achieving an
effective man arrangement in any organization?
1.6 STATEMENT NOF HYPOTHESIS
This research work is
adopted to survey TQM philosophy on the basis of the following assumption. Note
that ho represent null(negative) hypothesis and hi represent the positive
hypothesis.
-Ho when TQM has been
adopted and has become the culture of an organization employees are not
motivated to be doing right thing.
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-Ho that it leads to fewer problem with the
product or service thereby dose not ensure greater satisfaction employee are
motivated only On doing the right thing
-Hi that it lead to
fewer problem with the product or service thereby ensuring greater
satisfaction.
-Ho TQM lead to efficiency in production
through reduce cost of during thing right and every time.
-Hi that it lead
efficiency in production through increase cost of during thing right first time
and every time.
_HoTQM is not a people
oriented way of running a business which involve using customer focus, supplier
relationship building and employee empowerment.
-Hi TQM is people
oriented way of running a business which involve using customer focus, supplier
relationship building and employee empowerment.
-Ho that through TQM
organizational effectiveness in all of it’s ramification will not be achieved.
-Hi that through
TQM organizational effectiveness in all of it’s ramification will not be
achieved.
1.7 SCOPE OF THE STUDY
the thrust of the
philosophy of this tool (TQM) recognized that no business can succeed without
employees (internal customer)and the consumers (external customers). therefore
this study covers how an organization can become a reality through corporate
attention on meeting customers quality requirement value throughout the
organisation , disseminating total quality requirement values throughout the
organisation, employees empowerment to continually improve all key business
process, partnership with suppliers toward improving
product or services
quality with a clear explanation of the principle behind TQM.
1.10 DEFINITION
OF TERMS
1.11 in
order to achieve clarity ,avoid misconception and ambiguity an attempt will be
made here to define some terminologies, give full meaning of abbreviation and
unfamiliar expression used in this study .
TQM
=Total quality management
Organization
effectiveness=customer satisfaction
Quality policy =it
is set of values by which TQM implementation will be successful.
Zero defect
=it is the result of doing the right thing, right, the first time and always.
Quality
concept =TQM
STB
=standard trust bank
QC
=Quality circles
BPR
=business r-engineering
Q-D-P
=Quality delivered process
SERMON =what
TQM advocates
REFERENCE
1.Robson,w. (1997)
strategic management E- information systems 2nd edition
financial time/pitman publishing p.278-281
Gatchalian, M.M
(1997)”people empowerment the key to success” the TQM magazine vol. 9 no 6 p
429-433
a
Department | Business Administration and Management |
Project ID Code | BAM0138 |
Chapters | 5 Chapters |
No of Pages | 100 pages |
Reference | YES |
Format | Microsoft Word |
Price | ₦4000, $15 |
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Contact Us On | +2347043069458 |