THE EFFECTS OF TOTAL QUALITY MANAGEMENT ON PRODUCTIVITY USING THE PROBIT MODEL (A CASE STUDY OF SKYE BANK PLC EDO STATE)

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 organisations 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 CONTENTS

Approval Page ii

Certification iii

Dedication iv

Acknowledgement v

Abstract vi

CHAPTER ONE:

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

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 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

CHAPTER THREE

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

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