IMPACT OF TOTAL QUALITY MANAGEMENT ON THE PERFORMANCES OF AN ORGANIZATION (A CASE STUDY OF SHELL NIGERIA EXPORTATION (SNEPCO)
ABSTRACT
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.
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
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.
