THE IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) ON PRODUCTIVITY (A CASE STUDY OF DIAMOND BANK, LTD OWERRI)
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THE IMPACT OF TOTAL
QUALITY MANAGEMENT (TQM) ON PRODUCTIVITY
(A CASE STUDY OF
DIAMOND BANK, LTD OWERRI)
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.
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