Title:
IMPACT OF TOTAL QUALITY MANAGEMENT ON ORGANISATIONAL PERFORMANCE

Authors:
Prof ILESANMI Oladele Ayodeji , OLABIMTAN Oladele Emmanuel and EBINIYI Olufunmilayo Olajiire

Abstract:
Total Quality Management (TQM) in organisational performance is founded on the idea that performance is achievable in a quality educational environment and this is achieved only through involvement with the perseverance of the entire organisation in improving processes permanently and for long-run sustainability. The purpose of this study is to evaluate the impact of total quality management (TQM) on organisational performance at First Bank Plc from 2010-2019, data was sourced through a questionnaire and secondary means from the bank and annual financial report of the bank for the years concerned (i.e. 2010-2019) and staff of the bank in Ondo State based on Senatorial Districts in the state. Questionnaire was designed and data collected using 5-Point LikertScale questionnaire which was administered on sample of 196 respondents comprising of bank staff, management and customers of the bank in three Senatorial Districts of the state. The data was analyzed using descriptive statistics, Correlation and Regression Statistical Technique. Three hypotheses formulated were tested using Karl Pearson and Partial Correlation (Cr) via Statistical Package for Social Sciences (SPSS Version 20) at 0.05(5%) level of significance. Findings indicate that there is a significant relationship between all selected variables of employment involvement team work and trust on First Bank Plc non-financial performance at (0.090<0.05.) and also was a strong positive relationship between total quality management (TQM) through education and training of staff on market share value (MSV), total quality management (Team work) on employees’ level of job commitment and support that will bring proper total quality management at First Bank and lastly, leadership structures and employee involvement on organisational sustainability had improved the standard of First Bank Plc by given more credence to the potency of sustainability of the firm at both money and capital market that has brought great performance over the years. However, the study found little research been done regarding several factors directly affected organisational performance in the area of as organisation size, culture and level of innovation. Therefore, future researches could study the impact of Total Quality Management (TQM) on organisational performance. The study recommends that Employees and Customers should be the First Bank Plc most important asset. Thus, this will be supportive through investment in training and development and communication skill. This will also enhance the strengthening of the knowledge base of their employees thereby encouraging those people to confront challenges and stay ahead in the industry.

Keywords:
Total Quality Management (TQM), organisational performance, leadership, Training, Team work