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.
TABLE OF CONTENTS
Cover page
Title page
Certification
Dedication
Acknowledgement
Abstract
Table of content
CHAPTER ONE:
INTRODUCTION
1.1Background of the study
1.2Statement of the problem
1.3Purpose of the study
1.4Significance of the study
1.5Research question
1.6Hypothesis
1.7Scope of the study
1.8Limitation of the study
1.9Definition of terms
Reference
CHAPTER TWO:
LITERATURE REVIEW
2.1Introduction
2.2The management methodology
2.3Principles of total quality management
2.4Total quality management implementation
2.5How total quality management works
2.6Tools and techniques for TQM
2.7Benefits and bottleneck of TQM
CHAPTER THREE
3.0RESEARCH DESIGN/METHODOLOGY
3.1Introduction to the design
3.2Research design
3.3Area of study
3.4Population
3.5Sample size determination
3.6Instrument for data collection
3.7Validation of the instrument
3.8Reliability of the instrument
3.9Method of data collection
3.10Method of data analysis
References
CHAPTER FOUR
4.0DATA PRESENTATION AND ANALYSIS
4.1Presentation and analysis of data
CHAPTER FIVE
5.0DISCUSSION, RECOMMENDATION & CONCLUSION
5.1Discussion of result finding
5.2Conclusion
5.3Recommendation
5.4Suggestion for further study
Appendix