AN EVALUATION OF THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT IN THE NIGERIAN BANKING INDUSTRY: A CASE STUDY OF GUARANTY TRUST BANK PLC

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Date
2004-06
Authors
ADAM, Ibraheem Salisu
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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.
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A PROJECT SUBMITTED TO THE POSTGRADUATE SCHOOL, AHMADU BELLO UNIVERSITY, ZARIA IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION (MBA) OF AHMADU BELLO UNIVERSITY (ABU) ZARIA. DEPARTMENT OF BUSINESS ADMINISTRATION, FACULTY OF ADMINISTRATION, AHMADU BELLO UNIVERSITY
Keywords
EVALUATION,, IMPLEMENTATION,, TOTAL,, QUALITY,, MANAGEMENT,, NIGERIAN,, BANKING INDUSTRY,, CASE STUDY,, GUARANTY TRUST BANK
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