The Effects of Total Quality Management on Productivity Using the Probit Model.
ABSTRACT
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 organization’s productivity and profitability.
For the purpose of this study, the researcher limited its data to those of Skye Bank Plc and her customers. The researcher used a 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 CONTENTS
Approval Page ii
Certification iii
Dedication iv
Acknowledgment v
Abstract vi
CHAPTER ONE:
INTRODUCTION
1.1 Background of 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
CHAPTER TWO
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 versus 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
CHAPTER THREE
METHODOLOGY
3.1 Research design
3.2 Source of data
3.3 Area of study
3.4 Population of study 38
3.5 Determination of sample size
3.6 Reliability test
3.7 Validity test
3.8 Techniques for data analysis
CHAPTER FOUR
PRESENTATION OF DATA
4.1 Presentation of data
4.2 Test of hypotheses
4.3 Discussions of findings
CHAPTER FIVE
SUMMARY, CONCLUSION, RECOMMENDATION
5.1 SUMMARY
5.2 CONCLUSION
5.3 RECOMMENDATION
Bibliography
Appendix
INTRODUCTION
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 nairas.
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, thereby reducing the rate of competition amongst banks in Nigeria.
For the purpose of this study, Skye Bank PLC came together as an entity after due diligence was carried out amongst their five banks.
Currently, the bank has a significant network spread across the nation over 200 branches and also planning to spread across West African countries, turn up before the end of 2007, it major of business is centered around services, hence service delivery is term of Skye Bank or the hallmark as it term.
As a new generation bank, Skye Bank Plc is online real that is to say every customer can access his/her account from any location whether it is savings or current account.
It is worthy to know that the bank is highly aggressive in expanding its numerous clientele world, that is to say, that the satisfaction derived by the customers is a key.
As a strategy to reposition the industry in order to offer high-quality products, CBN embarked upon a process of scrutinizing products offered by banks.
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