ABSTRACT
As regards to this
topic, TOTAL QUALITY MANAGEMENT (TQM) it goes on reviewing the better ways of
improving productivity, product quality, and deliver services. Organizations that
adopt the concept of total quality management as culture in the direction of
altering the behaviour of managers and employees have become low cost, high
quality and high productive in the supply of goods and services in order to
honour and support the contributions of all organizational members. This study
will also teach us or prove to us that the more an organization is bale to
avoid waste, build a system that emphasis prevention rather than engage in the
re-work of defective products, correcting mistakes, the higher will be the
productivity level of he company. The study will also revealed that DIAMON BANK
LTD will benefited in most areas of productivity through the application of
total quality management (TQM). This issue will bring about reduction in
operating cost and the concomitant effect of higher productivity, and
profitability in an organization it will also influences the attitude of
workers and their level of performance which call for effective communication
between management and workers.
TABLE OF CONTENTS
CHAPTER ONE
1.0 Introduction
1.1
Background of the study
1.2 Statement
of the problems
1.3 Objective
of the study
1.4 Research
questions
1.5 Significance
of the study
1.6 Scope
of the study
1.7 Research
hypothesis
1.8 Definition
of terms
CHAPTER TWO
2.0 Literature
review
2.1
The concept of total quality management
2.2 Principles
of total quality management
2.3 Basic
tools of total quality management
2.4 Cost
of quality
2.5 Total
quality management and productivity
CHAPTER THREE
RESEARCH DESIGN AND
METHODOLOGY
3.0 Introduction
3.1
Research design
3.2 Data
collection instrument
3.3 Sources
of data
3.4 Validity
and reliability of the measuring instruments
3.5 Method
of statistical analysis
3.6 Sampling
frame
3.7 Sample
size
3.8 Description
of respondents
CHAPTER FOUR
DATA PRESENTATION,
ANALYSIS AND DISCUSION OF FINDINGS
4.0 Introduction
4.1
Demographic analysis
4.2 Analysis
and discussion of research questions
CHAPTER FIVE
5.0 Summary of finding,
recommendation s and conclusion
5.1 Summary
of finding
5.2 Recommendations
5.3 Conclusion
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND
OF THE STUDY
Embarking the total
quality management (TQM) phenomenon is a call
for
organizational
excellence. The phenomenon which started spreading like will fire across the
Globe in early 1980 has been spurred on by the fierce competitions raging
between companies of Japan, North America and Europe, Japan which occupies only
0.3 percent of the worlds land surface and has only 2.7 percent of the world
population with no natural resources, recorded in early 1980 overall percent of
the worlds gross national product. That was the period the Japanese were like
to the American’s and Europeans by lending and selling quality products at
prices which lower than what it was costing the Americans and Europeans
to product them.
TQM is a customer forced
performance enhancing tools which can be applied to any type of organization.
It balances the diverse elements of business (leadership, strategic, planning,
human resources development and management, work processes, management,
information system, external customers, employees and stalk holders) and
aligns them to achieve excellent business results. TQM aims at achieving
increasing better production and services at progressive competitive
prices, with minimum production or service cost. It involves doing things right
in an organization on the first try, rather than making and correcting
mistakes. By focusing on doing things right the first time, organization will
avoid the high cost of that is associated with re-work. Many people perceive
attention to quality as one of the most important competitive issues of today
and tomorrow infact, quality may be one of the most important way a manager can
add value to products and services to set them apart from those of this
competitors.
Most business
organization with in the manufacturing and service industries have in one time
or the other experienced a drop in their level of productivity while some are
still suffering from it till today. At one time, managers believed that
there was an inevitable trade of between productivity and quality. They
through that the two were diametrically opposed that is, increasing one meant
decreasing the other. Today however through a systematic application of TQM,
effective managers consider productivity and quality as two sides of the
same coin that is increasing one meant increasing the other. Productivity
simply means the ratio out put(that is the quantity of goods and services
produced) to input ( that is the quantity of labour, capital, energy).
A manufacturer is faced
with the problem of product development or modifications that do not meet the
required specifications of a quality product, embodies all its characteristics
would definitely have to device a means of preventing waste, cost re-mark. In
such a situation, the ratio of resource input would be higher than what the
manufacturers produces as output. More also resources will be wasted as a
result of rework in trying to manufacture a quality product. This the level of
productivity would be adversely affected, similarly, in the service industry,
firms that render quality customers services are also confronted
with the problems of cost of quality which makes it difficult for them to
achieve a positive growth of productivity. This is because in
rendering this quality services, there are six categories of cost which a firm
must be able to prevent or control if it is to maintain a growth in
productivity. But through the application of total quality management (TQM), a
firm can comfortably render quality service and also increase its productivity
level. The categories of cost of quality would be discussed.
1. The cost of
activities which are designed to ensure conformance to agreed customer
requirement cost of conformance of cost of goods quality.
2. The cost of
activities which result from failure to conform to agreed customer
requirements-cost of non-conformance or cost of bad or poor quality.
3.
The cost of lost opportunities-cost of lost sales.
These are the cost of
activities, additional to a basic work process used in a business
according to Akpeiyi (1996).
As already mentioned
,total quality management (TQM) is a management concepts that leads to
achieving, the best result on the first try. It stresses on during the
right things at the first time and every time. It eliminates wastes
scrapes and also enables a company to avoid the problem of re0work of
alternative. Be it a manufacturing or a service company. Total quality
management prevents problems from occurring by creating the attitude and
control that make prevention possible and also builds a philosophy of
continuous improvement, efficiency, productivity and long terms success.
1.2
STATEMENT OF PROBLEMS
For total quality
management to be successful, there has to be management commitment to it. In
many cases, where total quality management is practiced, management often show
sings of greater commitment of determination to achieve the success. Most of
the companies that practice total quality management pursued their total
quality management efforts for 10 years before seeing returns. This may be due
to pressures faced by management to set priorities that will help to maintain
or improve company’s performance. Total quality management application requires
that management dedicate time, money, labour and other resources, since this is
the case, total quality management often conflicts with higher priorities or
initiatives. Consequently, management may out of necessity or convenience
redirect its attention or resources to other priorities.
Another problems that is
associated with total quality management practice which invariably have a
dwindling effect on productivity is lack of skill and knowledge . not every one
in a company has the prerequisite attributes to make total quality
management a reality. Necessary attributes include a special knowledge of the
business processes a background in statistics or some mathematical aptitude,
the capacity to work as a team member, the ability to communicates
effectively and the ability to take advantage of business opportunities.
Nevertheless, any employees lack the necessary attributes to execute total
quality management successfully or the knowledge of or experience with applying
its principles tools.
It has also been
observed that most organizations fail to develop a plan that outlines how to
make total quality management a part of the company, implement that plan
determine progress towards achieving that plan and take any necessary
corrective action to improve processes of manufacturing and distribution .
Furthermore, it appears
that the general feeling concerning total quality management is that employee
co-operation is not recessively needed. Total quality management is seen as a
culture which requires management to loosen reigns and give employee greater
role in managing the firm. To make total quality management successful;,
it requires greater involvement by the people doing the work.
1.3
OBJECTIVE OF THE STUDY
This work deals on the
following objectives:
1. To determine the
extent on which total quality management (TQM) influenced the productivity of
the company Diamond Bank Ltd?
2. To determine the
extent how does the application of TQM affect the prices of goods and services,
and what are the reaction of customers.
3. To assess application
of TQM in Diamond Bank Ltd, yield negative or positive impact in the
organization?
4. Does diamond bank ltd
adhere to the principles, methods etc of the total quality management (TQM).
1.4
RESEARCH QUESTIONS
This research questions
is guide and it serves as an objective for he researcher in the course of this
study. The research questions are as follows.
1. To what extent has
total quality management (TQM) influenced the productivity of the company
DIAMOND BANK LTD?
2. How does the
application of TQM affect the prices of goods and services, and what are the
reaction of customers.
3. Does the application
of TQM in Diamond Bank LTD, yield negative or positive impact in the
organization?
4. Does diamond bank ltd
adhere to the principles, methods etc of the total quality management (TQM).
1.5SIGNIFICANCE
OF THE STUDY
The importance of this
research work is to contribute to the method of enhancing productivity in our
business organizations through the process of total quality management. This
study focuses on the principle of employee empowerment, which is one of the
principle on concept of total quality management (TQM) as a means of enhancing
productivity in the organization. In most of our organization, the low
performance is due to the non-chalet attitude of the worker, through the
concept of employee employment (TQM) provides a means of motivating the workers
for higher performance by giving employees the opportunity to make decision
without asking for approval from their immediate managers. The employees
therefore act as their own managers, set objectives for themselves and also
take the responsibility for achieving such objective. When this is the case
they enjoy a sense of belonging in the organization as they are now part of the
decision making process in the organization.
It is hoped that by
discovering efficient ways and methods for improving productivity the
organization will make maximum use of its resources and spared of wastages.
From the fore going the research will attempt to make recommendations to the
management of Diamond Bank Ltd.
1.6
SCOPE OF STUDY
The study will conducted
in Owerri in Imo state with particular reference to Diamond bank Ltd. The
features of interest will include time, types of services rendered time lines
completeness court by, consistency, accessibility convenience, image.
To make the research
work more reliable and valid, the sample study will cut across top management
and middle management but particular emphasis would be on the top management
due to the nature of subject being addressed.
| Department | Business Administration and Management |
| Project ID Code | BAM0299 |
| Chapters | 5 Chapters |
| No of Pages | 98 pages |
| Reference | YES |
| Format | Microsoft Word |
| Price | ₦4000, $15 |
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| Contact Us On | +2347043069458 |