ABSTRACT
The whole of this project work deals with the concept of total quality and corporate productivity in Banking Industry using Wma Bank Plc as Case Study. Chapter one, dealt with the background of the study, which consists of the following:
The statement of the problem and formulation of research question deals with the problems of management concept, it passes some question that is relevant to the study such as.
1. Does total quality management boost the morale of workers.?
2. What is the level of quality management in Nigeria? V
3. What is the relationship between the total quality management and corporate productivity?
Chapter two, is concerned about the literature review in reviewing related literature on the research study, effort were made to critically examine all available literatures. Quality tools used were also discussed. Authors view total quality management, as appositive concept that every organization must embrace also there is a pattern and framework in which this concept undergoes which enhance corporate productivity. In related literatures reviewed, total quality management has a positive impact in a deregulated economy like Nigeria.
Chapter three, is on the research methodology, the research design used (survey design) characteristics of the study population were also identified
TABLE OF
CONTENTS
Title Page i
Certification ii
Dedication iii
Acknowledgment iv
Abstracts v
Table of Contents vi
CHAPTER
ONE
1.1
Background of the Study 1
1.2
Statement of Problem 3
1.3
Objective of the Study 4
1.4 Scope of the Study 6
1.5 Formulation of Research Question 6
1.6 Significance of the Study 7
1.7 Limitation of the Study 8
1.8 Definition of Terms 9
1.9 Brief History of the Case Study 14
CHAPTER
TWO
LITERATURE REVIEW
2.1
Total Quality Management 20
2.2 The Pattern and
Framework of Total Quality Management 21
2.3 What is Total quality management all
about? 23
2.4 Why Total quality management in Nigeria 25
2.5
Total Quality management in a
Deregulated Economy 29
2.6 The Quality Tools 31
2.7 Important of Total Quality Management 36
CHAPTER
THREE
RESEARCH METHODOLOGY
INTRODUCTION 38
3.1
Re-Statement of Research Question 39
3.2
Research Design 40
3.3
Characteristics of the Study Population
41
3.4
Sampling Design and Procedure 42
3.5
Data Collection Instrument 43
3.6
Pilot Study: Validity and
Reliability 43
3.7 Administration of Data Collection Instrument 44
3.8
Methods of Data Processing 44
3.9
Limitation of the Methodology 44
CHAPTER
FOUR
PRESENTATION,
ANALYSIS AND INTERPRETATION OF DATA
4.0
Introduction 45
4.1
Characteristics of Sample 45
4.3
Interpretation of Finding Research
Question One 50
4.8 Analysis of individual Statements 67
CHAPTER
FIVE
SUMMARY, CONCLUSION
AND RECOMMENDATION 73
5.1
Summary
73
5.2
Conclusion 74
5.3
Recommendation 75
5.4 Suggestion for Further Studies 76
REFERENCE 77
APPENDIX 79
CHAPTER ONE
1.1 BACKGROUND OF THE STUDY
In time past, product was all about profit maximization. Producers of goods and services are profit oriented irrespective of consumer’s tastes. But now things have changed, the international business world of the last quarter of the twentieth century, focus change not only change but change which is taking place at an unprecedented rate. The world is transforming from domestic nationally centered economic system to the global place.
The contemporary global market is
closing in one big market due to the global end toward quality standardization.
Hence, the business organization is not isolated. It needs to be able to
conduct their business worldwide.
Business future development, the
result it can achieve and the constraints within which it operates are all
function of the environment factor it. It is often said that a business
organization has to be efficient yet even the most efficient manufacturer will
find himself in trouble in an industrialized society.
The
ability to scan the environment to analysed and interpret event and to predict
future trends is one of the most important ingredients of effective management.
It would be dangerous to approach the environment with the aim of the
businessman intention to manipulate the environment in order to suit his
private purpose.
Although there are environment such as government policies that can be influenced by industry leader or other organized groups.
The rate of technological change also
depends on part on the allocation of resources by the private sector. But for
the most part the environment functions depend on the manager’s will.
Many programmes have been developed
all in the name of boasting or to promote quality of their organization, so as
to achieve organization productivity.
Nations and organization have joined
the quality train they have come to acknowledge that quality is the most potent
defense against competitors. It ensures customers loyalty and allegiance and
paves way for sustained growth and earnings.
Management practice in Nigeria to not has been encouraging most especially when Nigeria experienced an old boom in the early 70s to recession in 1980. The adverse affect in the economic policy embarked upon by the government tagged, structural. Adjustment programmer SAP, has really constrained many industries in the country while surprising enough, some companies have been able to perfect their own success.
The evolvement of many modem
management technologies by some scholars and management practitioners has really
proved the quality of many managers of different organizations techniques such
as management by objectives strategic planning, effective communication participative
management delegation of responsibilities and authority has really come as an
instrument for manager to achieve their result.
1.2 STATEMENT OF PROBLEM
There is no management concept or tool
without its problem that may be encountered during the implementation of modern
management, the problem statements are:
•
What is the level of quality management in Nigeria?
•
What is the relationship between total quality management and organization
effectiveness.
The answer to these questions could be
descriptive or empirical.
RC Parker (MD, Mobil Corporation Nigeria) Robert Desat Milt (University of Virginia)
D. M. Jurman O’Neil (1990) provides facts. Described the relationship between
total quality management, consumerism and organizational productivity.
Henry J. Nasella (president of staples
Mc) says it does not take much brain power to figure out why customer don’t
complain, they just decide to stop somewhere else” if they are not satisfied.
1.3 OBJECTIVE OF THE STUDY
We have seen from the recent past that most organizations run into problems, which could lead to the company being merged with or acquired by another company.
These
companies could as well run bankrupt, have liquidity problems or worst still
fold up. Evidence shows that the main cause of this is the scarcity of
resources to meet the organization objectives and also the inability to
properly forecast and provide for the future.
With this project work, business
administrator, managers and whoever is responsible for the running of an
organization will be able to adequately study, forecast and provide for
unforeseen contingencies which could pose threats to the effective functioning
and existing organization alike. Knowing the problems is solving part of it
when managers are able to identify these problems and perspective and also
provide for them, organization will be unaffected by total quality management
but will rates adapt to them.
Administration as well as managers should prepared to face challenges, provide against these variables which all contents with the corporate existence of many organizations.
1.4 SCOPE OF THE STUDY
This study will focus on some selected companies in Lagos with the aim of investigating (both empirical and descriptive) analysis of quality management with the aim of determining the usefulness of the programme in improving the corporate productivity in the Nigeria manufacturing and serve service sector.
1.5 FORMULATION OF RESEARCH QUESTION
The research question in relevant to
the study are as follows:
- Is the organization producing the
required output?
- Are employees involved in
decision-making?
- Is there adequate pay and good working
condition in the organization satisfactory?
- Are the employees given adequate
training?
- Are the customer’s needs are met and
are they satisfied with the level of services rendered?
- Does the organization respond promptly
to customers complain?
- Does the organization take advantage
of any total quality over their competitors and does it really boost the morale
of employee?
- Can the level of education of the
employee determine the success of style adopted?
- Does the organization achieve high
degree of effective communication?
- Is quality in conformity the set
standard?
- Are there increases in productivity
and what is the rate of defects in production?
- Are the employees satisfied with the
job?
1.6 SIGNIFICANCE OF THE STUDY
The study will be theoretically and
practically significant. The study will be relevant or useful of other students
or scholars of management who will have the intention of knowing the programme
and its effects on organizations.
Practically it will
be significant to management practitioner who does not know the importance of
organization quality proper into the curriculum of the organization and define
the words to them, so as to enable them know that it is not the quality of
their product that matters but total quality as pointed out by Christopher
bowel that marketers who figure out how to add value and practice total quality
management will thrive even in these tough times but the one who treat volume
and total quality management as the jargon of the age may end up wishing they
had never heard of value marketing and total quality management.
1.7 LIMITATION OF THE STUDY
The compilation of this project work
total quality management and corporate productivity has not been an easy task,
as there were little texts available on the topic due to the fact that the
subject matter has not been properly addressed in the past.
Secondly, most organization was not ready to give adequate information pertaining to how quality management affects their output service.
This endangered most at the efforts made to gather professionally the very many but scattered information that exist on the subject matter as at the time of this project work.
Hike in transportation fares coupled
with the harsh economic condition prevailing in the country has also affected
the research work adversely. Lastly, a sample size of 40 cannot be said to be a
true representation of Wema- Bank? Hence the findings in the study cannot be
said to be conclusive.
1.8 DEFINITION OF TERMS
STRATEGY: forging of company missions objectives for the organization
In
light of external forces (according to Olaniyan)
POLICY: guide implement on action (according to Mr. Ebeloku)
QUALITY: systematic study of the way specific task is organization
(According
to A. S Mohammed)
ATTITUDE: feeling linked to evaluation and tendencies to behave in a
Particular
way (according to A. S. Mohammed)
MISSION STATEMENT: The ethics and values business philosophy of an organization (according to A. S. Mohammed)
ELEMENTS OF SERVICE QUALITY
According to A. P. Osamaiye
(management partner pet Naïve Consult) he said for any company to provide
consistently good services quality, it has to commit itself to incorporating
the five key efforts.
(a)
Communication cares.
(b)
Customers care.
(c)
Flip or frontline people care
(d)
Leadership care.
(e)
And quality care
(a) COMMUNICATION CARE
A satisfied customer is one who sees
very little differences what is expected and what are received companies think
that advertising is a way of developing message that enhances their service and
forget that they answer the phone, their documentation and their billing
procedures.
The following tools of communication
are vital in telling customers how important they are:
•
Now employees answer the telephone.
•
The reception area where are received should be suitable for the type of
content they have with the staff.
The
company’s document bill, reminders brochures must be written in customer’s
friendly language.
(b) CUSTOMER CARE
Customer care says that the customers
are in the company marketing the business revolve round the customer is the key
to improving service quality. No customer means no business, when you care for
the customer, you are gaining more as those who have been well cared for will
tell others thus reducing the perceived risk of loosing your company’s service.
A company can demonstrate that he
cares for customer in five key ways.
•
By getting customer the point of view.
•
Make the customer the star of the show.
•
Respond to all customer complaint.
•
The customer dictates service delivery.
•
Over respond to customer.
(c) FLIP (FRONTLINE) CARE
Caving for your frontline people is
the third important effort to developing good services quality. A company can
not expect its frontline the people to perform well for customer if it does not
care for the them. Equip and support them because they are a t where the battle
is lost or won. Aim with courage initiative and pride so that they can respond
to and care for customers, frontline people will smile when the customers feel
everything has been done to help them so they serve the customers right ways to
improve service quality through the frontline people.
- Ask the frontline people for their
contribution to the quality process
- Give them the tools to help them do
their jobs.
- Develop a big brother and sister
system so that experienced employees can teach new workers and help to
integrate them into the organization quickly.
- Have the rest of the organization
serve the frontline people as internal customer so that they can feel supposed.
- Recognize and regard extra ordinary
performance of the employees who contribute to quality
- Give frontline staff members the authority
to rectify problem tell them how far they can go to satisfy customers.
(d) LEADERSHIP CARE
Most quality improves processes fail
because there are discrepancies between what the management says and what the
management does. People judge commitment to a programme objective or effort by
getting concrete signals from the managers.
These
signal and action constitute leadership care.
To the answers before making
decisions, you will get the message across much more quickly by giving a
beautiful speech t the Christmas part.
- Saying thank you.
- Setting the example: This takes
multiple forms. Answering calls from fellow managers telling your secretary
where about and never being less demanding of your self than you are of others.
Good managers will put their team forward to receive comments from the top or
help their team where they met them.
1.9 BRIEF HISTORY OF THE CASE STUDY
Wema Bank Plc formerly known as
“Agbomagbe Bank Limited” Was incorporated on the 2nd of May 1945 as
a private limited liability a commercial banking company with an authorized
share capital of N15,000.00 fully paid
jointly owned by chief M. A. Okupe and Mr. A.A. Alade the bank was incorporated
with the following stated objectives.
- The provision of efficient and modern
businessmen banking service to the Nigeria business, traders, and
craftsman at a reasonable price.
- Identification of the bank with the
economic and industrial aspiration of the country.
- The assurance that the bank is
operated on a purely commercial basis to ensure that enough funds for expansion
and modem nation are readily available when and where needed.
- The creation of better condition of
service for its employees to ensure maximum job satisfaction consistent with
the banks overall objectives. Like many other indigenous banks operating in the
country then, the bank had during its early days gone through a trying period
owing largely to low level of capitalization and stiff competition from other
banks with foreign ownership in order to enable the bank minimize the effects
of the factors listed above and substantially increase its scale of expiration
its authorized share capital was increase to N25,00.OO (Twenty five thousand
pounds) in the first few years of operations, only N13,535.OO (thirteen
thousand five hundred and thirty five naira) was taken up by the share holders
of the bank. The western Nigeria government rose up to the assistance of the
bank through its agency, western Nigeria marketing Board by making a deposit of
N lOO .00 (One hundred thousand Naira) out of which N80,000 (Eighty thousand
Naira) was
