Total Quality Management in Banking: Case Study Analysis

This report examines the implementation of Total Quality Management (TQM) in the banking sector. The study utilizes questionnaires and secondary data from journals and newspapers to analyze TQM practices. The findings reveal that employees are aware of and involved in TQM, leading to improved customer service. The research highlights the need for continuous training and employee participation in decision-making. Limitations include the focus on the banking sector and a limited sample size. The report underscores the importance of TQM in enhancing productivity and offers insights for top management to improve organizational processes. Keywords include total quality management, banking sector, service industry, employees, customer service, and improving productivity. The research aims to contribute to the banking sector by providing a framework for understanding and implementing TQM effectively.

Total Quality Management in Banking Industry
Abstract
Purpose – The purpose of this paper is to ascertain the level of awareness and adoption of Total Quality
Management practices among the employees of the bank and determine the major limitations of Total
Quality Management practice in the bank.
Design/methodology/approach – Instrument of data collection is questionnaires and research questions
which is the primary data, while information from various published articles, textbooks, journals and
newspapers formed the secondary data. The method of analysis is by use of tables, numbers and graphs.
Findings – The major finding of the research is that all employees are aware of the Total Quality
Management elements and are fully involved in the practice of Total Quality Management in their day to
day business. The study also demonstrates that practice of TQM improves customer service and care,
and thus there is need for constant training to all employees on TQM practices on a continuous basis. Al
the employees and subordinates should be given opportunity to participate in decision making using the
element of TQM practice and culture.
Research limitations/implications – The study is limited to only banking sector which is service industry.
It therefore stands to reason that the principles and practices this study espouses will be applicable to
the service sector only. Due to time constraints this research is conducted only in 3 to 4 banks and
limited to the results given by employees from these banks only.
The project is also limited by the constraint of securing primary data from the bank coupled with cold
response from respondents who had to be persuaded to complete and return the questionnaires on
time.
Practical implications – This research is useful to the banking sector as a means of identifying and
criticizing effectively the knowledge and experiences gained in the implementation and application of
TQM as a newly developed management technique aimed at achieving higher productivity.
Originality/value – This research will help top management to determine the areas in the organization
that needs to be improved upon and adequate measures to be taken as a means of achieving higher
productivity through Total Quality Management.
This study can make useful contribution to the banking sector.
Keywords: Total quality management, Banking sector, Service industry, employees, customer service,
improving productivity
Paper type: Research paper