ABSTRACT

The purpose of every business is customer satisfaction. But, management controlled system makes it impossible for organization to achieve this goal. this project reveals total quality management (TQM) as a sine qua non for organizational effectiveness achieving customer satisfaction. TQM is simply a customer focused performance enhancing tool, that is always striving to do better tomorrow what was done well today: sorting out smaller problem while looking for major ones and paying attention to smallest details. In carrying out this research work, questionnaires were distributed to both the staff and customers of Standard Trust Bank (STB), observation and interview was equally conducted, the internal record for STB was not left out in the quest for vital information to accomplish this work. The major findings shows that customer satisfaction will be achieved by doing the right things, right on time, first time and every time. And that continuous improvement is possible not minding the present performance level- this is the “sermon” of TQM.

Therefore organization interested in partaking and having a competitive edge in business have to adopt this contemporary management philosophy called TQM. It concludes by explaining  that business must be operated to meet the expectations of both the internal and external customer and go as far as exceeding them.

CHAPTER ONE

INTRODUCTION

1.1            BACKGROUND OF THE PROJECT

The importance of  quality cannot be over emphasized.itcan be trance back to the history of  early man and his search for selection of fruits, capable of satisfying his need. Historically too, the ancient craftsmen of Egypt or let say other civilized words all over were conscious of  what  was considered appropriate and understanding.

When it comes to creation of aircraft and work of art, many story were been told of how narrow minded megalomaniacs unwilling to let another piece of art to be created by skilled craftsmen who have already produces one of

Outstanding work for them  would order that the helpless craftsmen be put to death. to them, it is an attempt to preserve the quality in themselves alone. However in tracing the origin of total quality management (TQM) the following names and very important “ JAPAN which is generally acknowledged as the forefront while W. ED WARDS DEMING and J.M JURAN were credited with and boosting quality awareness in Japan . the  advocates major assumption was that “ higher quality, higher prices”.