Impact Of Total Quality Management On The Performances Of An Organization (A Case Study Of Shell Nigeria Exportation (Snepco)

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Impact Of Total Quality Management On The Performances Of An Organization (A Case Study Of Shell Nigeria Exportation (Snepco)


As regards to this topic, TOTAL QUALITY MANAGEMENT (TQM) it goes on reviewing the better ways of improving productivity, product quality, and deliver services. Organizations that adopt the concept of total quality management as culture in the direction of altering the behaviour of managers and employees have become low cost, high quality and high productive in the supply of goods and services in order to honour and support the contributions of all organizational members. This study will also teach us or prove to us that the more an organization is bale to avoid waste, build a system that emphasis prevention rather than engage in the re-work of defective products, correcting mistakes, the higher will be the productivity level of he company. The study will also revealed that DIAMON BANK LTD will benefited in most areas of productivity through the application of total quality management (TQM). This issue will bring about reduction in operating cost and the concomitant effect of higher productivity, and profitability in an organization it will also influences the attitude of workers and their level of performance which call for effective communication between management and workers.



1.0       Introduction

1.1    Background of the study

1.2        Statement of the problems

1.3        Objective of the study

1.4        Research questions

1.5        Significance of the study

1.6        Scope of the study

1.7        Research hypothesis

1.8        Definition of terms


2.0       Literature review

2.1    The concept of total quality management

2.2        Principles of total quality management

2.3        Basic tools of total quality management

2.4        Cost of quality

2.5        Total quality management and productivity



3.0        Introduction

3.1    Research design

3.2        Data collection instrument

3.3        Sources of data

3.4        Validity and reliability of the measuring instruments

3.5        Method of statistical analysis

3.6        Sampling frame

3.7        Sample size

3.8        Description of respondents



4.0        Introduction

4.1    Demographic analysis

4.2        Analysis and discussion of research questions


5.0    Summary of finding, recommendation s and conclusion

5.1        Summary of finding

5.2        Recommendations

5.3        Conclusion





Embarking the total quality management (TQM) phenomenon is a call for                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              organizational excellence. The phenomenon which started spreading like will fire across the Globe in early 1980 has been spurred on by the fierce competitions raging between companies of Japan, North America and Europe, Japan which occupies only 0.3 percent of the worlds land surface and has only 2.7 percent of the world population with no natural resources, recorded in early 1980 overall percent of the worlds gross national product. That was the period the Japanese were like to the American’s and Europeans by lending and selling quality products at prices which lower than what it  was costing the Americans and Europeans to product them.

TQM is a customer forced performance enhancing tools which can be applied to any type of organization. It balances the diverse elements of business (leadership, strategic, planning, human resources development and management, work processes, management, information system, external customers, employees and stalk holders)  and  aligns them to achieve excellent business results. TQM aims at achieving increasing better production and  services at progressive competitive prices, with minimum production or service cost. It involves doing things right in an organization on the  first try, rather than making and correcting mistakes. By focusing on doing things right the first time, organization will avoid the high cost of that is associated with re-work. Many people perceive attention to quality as one of the most important competitive issues of today and tomorrow infact, quality may be one of the most important way a manager can add value to products and services to set them apart from those of this competitors.

Most business organization with in the manufacturing and service industries have in one time or the other experienced a drop in their level of productivity while some are still suffering from it till today. At one time, managers believed that there  was an inevitable trade of between productivity and quality. They through that the two were diametrically opposed that is, increasing one meant decreasing the other. Today however through a systematic application of TQM, effective managers consider productivity  and quality as two sides of the same coin that is increasing one meant increasing the other. Productivity simply means the ratio out put(that is the quantity of goods and services produced) to input  ( that is the quantity of labour, capital, energy).

A manufacturer is faced with the problem of product development or modifications that do not meet the required specifications of a quality product, embodies all its characteristics would definitely have to device a means of preventing waste, cost re-mark. In such a situation, the ratio of resource input would be higher than what the manufacturers produces as output. More also resources will be wasted as a result of rework in trying to manufacture a quality product. This the level of productivity would be adversely affected, similarly, in the service industry, firms that  render  quality customers services are also confronted with the problems of cost of quality which makes it difficult for them to achieve a positive  growth of productivity. This  is because in rendering this quality services, there are six categories of cost which a firm must be able to prevent or control if it is to maintain a growth in productivity. But through the application of total quality management (TQM), a firm can comfortably render quality service and also increase its productivity level. The categories of cost of quality would be discussed.

1.     The cost of activities which are designed to ensure conformance to agreed customer requirement cost of conformance of cost of  goods quality.

2.     The cost of activities which result from failure to conform to agreed customer requirements-cost of non-conformance or cost of bad or poor quality.

3.     The cost of lost opportunities-cost of lost sales.

These are the cost of activities, additional to a  basic work process used in a business according to Akpeiyi (1996).

As already mentioned ,total quality management (TQM) is a management concepts that leads to achieving, the  best result on the first try. It stresses on during the right things at the first time and  every time. It  eliminates wastes scrapes and also enables a company to avoid the problem of re0work of alternative. Be it a manufacturing or a service company. Total quality management prevents problems from occurring by creating the attitude and control that make prevention possible and also builds a philosophy of continuous improvement, efficiency, productivity and long terms success.



For total quality management to be successful, there has to be management commitment to it. In many cases, where total quality management is practiced, management often show sings of greater commitment of determination to achieve the success. Most of the companies that practice total quality management pursued their total quality management efforts for 10 years before seeing returns. This may be due to pressures faced by management to set priorities that will help to maintain or improve company’s performance. Total quality management application requires that management dedicate time, money, labour and other resources, since this is the case, total quality management often conflicts with higher priorities or initiatives. Consequently, management may out of necessity or convenience  redirect its attention or resources to other priorities.

Another problems that is associated with total quality management practice which invariably have a dwindling effect on productivity is lack of skill and knowledge . not every one in a company has the prerequisite  attributes to make total quality management a reality. Necessary attributes include a special knowledge of the business processes a background in statistics or some mathematical aptitude, the capacity to work as a  team member, the ability to communicates effectively and the ability to take advantage of business opportunities. Nevertheless, any employees lack the necessary attributes to execute total quality management successfully or the knowledge of or experience with applying its principles tools.

It has also been observed that most organizations fail to develop a plan that outlines how to make total quality management a part of the company, implement that plan determine progress towards achieving that plan and take any necessary corrective action to improve processes of manufacturing and distribution .

Furthermore, it appears that the general feeling concerning total quality management is that employee co-operation is not recessively needed. Total quality management is seen as a culture which requires management to loosen reigns and give employee greater role in managing  the firm. To make total quality management successful;, it requires greater involvement by the people doing the work.



This work deals on the following objectives:

1.     To determine the extent on which total quality management (TQM) influenced the productivity of the company Diamond Bank Ltd?

2.     To determine the extent how does the application of TQM affect the prices of goods and services, and what are the reaction of customers.

3.     To assess application of TQM in Diamond Bank Ltd, yield negative or positive impact in the organization?

4.     Does diamond bank ltd adhere to the principles, methods etc of the total quality management (TQM).



This research questions is guide and it serves as an objective for he researcher in the course of this study. The research questions are as follows.

1.     To what extent has total quality management (TQM) influenced the productivity of the company DIAMOND BANK LTD?

2.     How does the application of TQM affect the prices of goods and services, and what are the reaction of customers.

3.     Does the application of TQM in Diamond Bank LTD, yield negative or positive impact in the organization?

4.     Does diamond bank ltd adhere to the principles, methods etc of the total quality management (TQM).


The importance of this research work is to contribute to the method of enhancing productivity in our business organizations through the process of total quality management. This study focuses on the principle of employee empowerment, which is one of the principle on concept of total quality management (TQM) as a means of enhancing productivity in the organization. In most of our organization, the low performance is due to the non-chalet attitude of the worker, through the concept of employee employment (TQM) provides a means of motivating the workers for higher performance by giving employees the opportunity to make decision without asking for approval from their immediate managers. The employees therefore act as their own managers, set objectives for themselves and also take the responsibility for achieving such objective. When this is the case they enjoy a sense of belonging in the organization as they are now part of the decision making process in the organization.

It is hoped that by discovering efficient ways and methods for improving productivity the organization will make maximum use of its resources and spared of wastages. From the fore going the research will attempt to make recommendations to the management of Diamond Bank Ltd.


The study will conducted in Owerri in Imo state with particular reference to Diamond bank Ltd. The features of interest will include time, types of services rendered time lines completeness court by, consistency, accessibility convenience, image.

To make the research work more reliable and valid, the sample study will cut across top management and middle management but particular emphasis would be on the top management due to the nature of subject being addressed.

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