The broad objective of this research work is to take a critical look at the principle of total quality management so as to find out how its implementation will affect an organisationβs productivity and profitability. For the purpose of this study, the researcher limited its data to those of the Skye Bank Plc and her customers. The researcher used survey method to investigate the effects of Total Quality Management on productivity using the probit model: a case study of Skye Bank Plc Edo State.
TABLE OF CONTENTSApproval Page ii
Certification iii
Dedication iv
Acknowledgement v
Abstract vi
INTRODUCTION
1.1 Background of the study 1
1.2 Statement of the problem
1.3 Statement of the objectives
1.4 Research questions
1.5 Hypotheses of the study
1.6 Significance of the study
1.7 Scope of the study
1.8 Limitations of the study
LITERATURE REVIEW
2.1 Introduction
2.2 Review of relevant literature on T.Q.M
2.2.1 T.Q.M overview
2.2.2 The importance of people in T.Q.M
2.2.3 Quality measurement and business excellence
2.2.4 Quality improvement verses quality assurance
2.2.5 Implementation of principles
2.2.6 Steps in managing the transition
2.2.7 Key improvement concepts
2.2.7.1 Process and systems
2.2.7.2 Customers and suppliers
2.2.7.3 Quality
2.2.7.4 Benchmarking
2.2.7.5 Teams and teamwork
2.2.8 The concept of continuous improvement by T.Q.M
2.2.8.1 Basic principles of T.Q.M
2.2.9 Key element of T.Q.M
2.2.10 Steps to total quality management (T.Q.M)
2.2.11 The concepts of culture
2.2.12 Applying T.Q.M in T.Q.M in academics
2.2.13 The success of T.Q.M
2.3 Measurement of organizational
METHODOLOGY
3.1 Research design
3.2 Source of data
3.3 Area of study
3.4 Population of the study 38
3.5 Determination of sample size
3.6 Reliability test
3.7 Validity test
3.8 Techniques for data analysis
PRESENTATION OF DATA
4.1 Presentation of data
4.2 Test of hypotheses
4.3 Discussions of findings
SUMMARY, CONCLUSION, RECOMMENDATION
5.1 SUMMARY
5.2 CONCLUSION
5.3 RECOMMENDATION
Bibliography
Appendix
INTRODUCTION
1.1 HISTORICAL BACKGROUND AND THE ORIGIN OF SKYE BANK PLC
Banking in Nigeria took a new dimension after the pronouncement of the former governor of the Central Bank of Nigeria professor Charles Soludo for the need to improve the banking industry in Nigeria thereby competing with other foreign banks, hence capital base to 25 billion naira.
According to the governor of central bank professor Charles Soludo, the whole idea of the increment is to give room for other small financial institutions to strive.
