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Effect of Total Quality Management (TQM) and business performance in Nigerian services Industry

Effect of Total Quality Management (TQM) and business performance in Nigerian services Industry” A case for GTB Plc Onitsha, Anambra State.

Total Quality Management is a management approach that originated in the 1950’s and has steadily become more popular since the early 1980s. Total Quality Management   is a description of the culture, attitudes and organization of a company that strikes to provide customers with services and product that satisfy their needs. Deming. W. Edward, Joseph Juran, Philip B. Crosby and Kary Shikawa among others are known as Total Quality Management. Customers are the only factor that can create competition between organizations and quality of goods is determined by customers, who identify the quality of service and make industries focus more on quality. As a matter of fact, customers have become the starting point rather than one ending point in any successful business.

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The liberalization and globalization of the banking industry sector has created an era of fierce competition, as a result of which of service management and quality performance is expected to assume an increasing important role in these industries, banks can become stronger and effective only if they came out with better customers’ service, quality, costs and innovation, today customers have a wide choice of service provides in terms of quality, reliability and profitability that are of international standards. Therefore the quality of services plays an important dominate role and is a primary factor in ensuring the survival of the service provider in the global market. This concept is applicable to all service industries and has given birth to the concept of Total Quality Management in service sectors. The service quality of banks especially perceived service plays an important role I high-involvement industries  like banks, researchers strongly believed that providing quality service  to customer is not only the most important and effective that measure the competitiveness of a service organization like the banks.

However, most organization including the service industry are faced with the problem of how Total Quality Management will be implemented to achieve quality service delivery for customers satisfactions how Total Quality Management will be utilized for effective service delivery, quality product and implementation of quality management. When organisations do not consider quality service delivery, customers will be dissatisfied and the outcomes of such an approach are lost of clients and chance of rivals to catch benefit of the market required. Therefore paying services attention to customers’ needs   makes quality a priority. As customers today their expectations are rising, hence they choose from among the competing industry which offers the best services for their money. Customers today demand high quality services delivery since an organization can boast of holding franchise to the development and delivery of quality services thus many organizations have embraced the Total Quality Management concept as a way of survival.

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The choice of Guarantee Trust Bank Plc (GTB) as a case study is that it is one of the high flying new generation banks in Nigeria today. The bank got its operating license in 1990 and spent the first six months conducting research into ways of making a big –break through into the Nigerian banking industry. The bank finally commenced operation in February, 1991 with the intention of fulfilling the following mission statement.

To provide top of the range commercial banking service to our customers, thereby assuming a leadership position in the dynamic and ever expanding world of banking and finance. Total Quality Management became a source of unification of visions and ideas across the organisation to ensure the successful execution of the mission, even through Total Quality Management at that time was a novel idea to the organisation. The adoption of Total Quality Management by GTB Plc can be described as the navigational aid for the successful birthing of GTB Plc at the pinnacle of new generation banks in Nigeria.

It is at this backdrop that we conclude that the effect  of Total Quality Management on performance in the Nigeria service industry will go a long was improving the quality of services rendered by most service industries especially the banking sectors, if and only much emphasis is placed on Total Quality Management as a way of improving their service delivery to customers. Companies that have embraced the Total Quality Management concepts have increase in its market while those that have ignored this concept hardly survive especially in a competitive environment like ours.

  • STATEMENT OF PROBLEM

Business organization in Nigeria has been faced with various problems, top of which are poor implementation concept of Total Quality Management towards quality service delivery, as well as mismanagement and disregard for quality. These problems resulted in the failures of many banks form the late 1980s into the early 1990s, were customers lost deposits which many of them had worked all their lives for.

Also, the problem of poor utilization of the concept of Total Quality Management by service industry especially those in the banking industry which has led to poor quality and erosion of goodwill which could be very costly for the bank. Most managers do not implement. Total Quality Management at all levels and there no laid down rules in line with Total Quality Management.

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Lastly, most service industry especially the banks are faced with the poor effect of Total Quality Management on business performance which has affected quality service.

  • OBJECTIVE OF THE STUDY

The general objective of the study is to find out how Total Quality Management (TQM) has helped to improve the quality of service in the Nigeria banking industry with emphasis on Guaranty trust bank Plc.

  1. To find out the effect of Total Quality Management on business performance in GTB.
  2. To examine the effect of Total Quality Management on quality service delivery in GTB.
  • To ascertain the effect of utilizing Total Quality Management on business performance in GTB.
  • RESEARCH QUESTION
  1. What are the effects of Total Quality Management on business performance in GTB?
  2. What is the effect of Total Quality Management in GTB?
  3. How utilization of Total Quality Management have effect on business performance in GTB?
  • STATEMENT OF HYPOTHESIS

The hypothesis for this study will be based on the null and alternative hypothesis.

Ho: Total Quality Management has not effect on business performance in GTB?

Hi: Total Quality Management has effect on business performance in GTB?

Hypothesis II

Ho: Total Quality Management does not have effect on business performance in GTB?

Hi: Total Quality Management has effect on business performance in GTB

Hypothesis III

Ho: there is no positive effect  of Total Quality Management on quality service in GTB

Hi: There is a positive effect of Total Quality Management on quality services in GTB.

  • SIGNIFICANCE OF THE STUDY

  This research project will be of immense importance to the society, which companies of users of research information i.e. the researcher, government, organization, decision makers, policy makers, students both secondary and tertiary institution and even hospitals who may consult it for reference purpose. And to the research would have been greatly enhanced.

The researcher expects that the study will also add more value to an existing body of knowledge. The researcher hopes that the study shall serves as a useful tool too any organization that seeks to implement Total Quality Management (TQM).

  • SCOPE OF THE STUDY

The scope of this study will cover the work environment of Guarantee Trust Bank (GTB), with focus on total quality management with special respects to GTB and on data collection: which will be limited to staffs of GTB using questionnaires and interview on Total Quality Management (Concepts and philosophy). Data evaluation: which will be limited to the use of tables only.

  • LIMITATIONS OF THE STUDY
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In the cause of carrying out this research project, on effect Total Quality Management on performance in the Nigerian service industry. A case of GTB Plc, the researcher encounters series of obstacles, due to the fact that Total Quality Management is relatively new and wide. The researcher would have like to elaborate more on the research if not for the following constraints.

  1. Time constraints: with regards to when the work will be due for submission.
  2. The researcher’s work schedule
  3. Total Quality Management is a relatively new field of management and literature on the subject is fairly limited.
  4. Finance constraints: the researcher would have wanted to collect as much data as possible but had to restrict himself due to the expenses increased in printing a copy of the project for vetting before printing an approved copy.
  • DEFINITION OF TERMS

Quality: According to Johnson & Winchecl, (1989) defines quality as the totality of features and characteristics of product or service that bears on its ability to satisfy stated needs.

Total Quality Management: According to Sullivan (1986), refers to emphasizes of commitment by management to have a companywide drive towards excellence in all aspect of products and services that are important to the customers.

Business: Business is refers to all legitimate and profit directed economic activities which facilitates the production of goods and services for consumption and satisfaction of human needs.

Effect of Total Quality Management (TQM) and business performance in Nigerian services Industry” A case for GTB Plc Onitsha, Anambra State.

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