Application of Total Quality Management (TQM) in the South African banking sector : the case of First National Bank (FNB) in South Africa

Abstract: Total Quality Management (TQM) is an essential tool for effective management. This tool takes into consideration three basics elements in order to produce quality, these include inter-alia: customer satisfaction, employee involvement and continuity in performance improvement. The study therefore set out to identify the barriers that impede the service and staff engagement portfolio to effectively implement TQM. The purpose of the current study is to collect original data in order to describe and measure the behaviour in a larger population. The initial or rather primary data for this study was obtained from an electronic administered survey which objective was to probe the kind of barriers that prevent effective TQM implementation in the service and staff engagement portfolio. The secondary data were collected through documents analysis and internet research

The application of quality management in the financial services sector in Jordan

This study examines the applicability of total quality management (TQM) in the Jordanian financial services sector using a sample of employees at 12 financial institutions. The applicability of the TQM is assessed through the five dimensions defined by the European Foundation for Quality Management (EFQM). The results reveal some areas of good performance and opportunities of improvement. Still, financial services sector in Jordan lagged behind the effective usage of cross functional teams; the appropriate levels of communications and the helpful feedback channels. The sector was unable to extend the sufficient level of employees" empowerment and involvement due to the lack of sufficient communication with top management. Although the sector encompassed good internal organization of work task, it advised to incorporate quality tools in the process design in order to improve its innovation and efficiency. The recommendations of this study centered around relaxing the source of internal politics that block quality, by supporting feedback channels and increasing the level of communication. Additionally, financial services sector is recommended to lever the awareness of TQM concept, focus on human resources beside customers, reinforce top management proactive role and enhance process quality. © Arwa Ayyash, Nedal Al-Fayoumi, Bana Abuzayed, 2012