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ORGANIZATIONAL APPROACH TO TOTAL QUALITY MANAGEMENT IN NIGERIA
ABSTRACT
This research study on “Organizational Approach to Total Quality Management in
Nigeria: A study of United Bank for Africa Plc is an attempt to examine how
different business organizations approach the concept of Total Quality
Management with special reference to United Bank for Africa Plc.
The study also examines the level of awareness and implementation of the
concept in Nigeria. The level of implementation and rate of success of TOM were
ascertained vis-a-vis the issue of quality certification such as ISO 9001:2000
series.
The study led to a number of conclusions: while many top executives of
organizations in Nigeria are aware of TQM the level of actual implementations is
very low. Most organizations that have implemented TOM engaged the services
of external consultants and the success rate have been high. The efforts of
Nigerian organizations to obtain Quality standard certification such as ISO
9001:2000 series is very minimal if not non-existent.
Recommendations were made as panacea for improved organizational approach
to Total Quality Management concept. These include; introduction of TQM as
course of study in all tertiary – institutions in Nigeria; Nigerian stock Exchange
should make it a part of annual report for companies to include its progress
report on Quality implementation among others.
TABLE OF CONTENT
Title page- – – – – – – – – i
Approval page – – – – – – – -ii
Dedication – – – – – – – – -iii
Acknowledgement – – – – – – – -iv
Abstract – – – – – – – – – -v
Table of content – – – – – – – -vi
CHAPTER ONE
INTRODUCTION – – – – – – – -1
1.0 Background of the study – – – – -1
1.1 Statement of the problem – – – – -5
1.2 Purpose of the study – – – – – -6
1.3 Significance of the study – – – – -8
1.4 Research questions – – – – – -9
1.5 Scope of the study – – – – – – -10
CHAPTER TWO
LITERATURE REVIEW – – – – – – -11
CHAPTER THREE
Research methodology – – – – – – -39
Design of study – – – – – – – -40
CHAPTER FOUR
Presentation, analysis and interpretation of data – -48
CHAPTER FIVE
Summary of findings – – – – – – -60
Conclusion – – – – – – – – -61
Recommendations – – – – – – – -62
Suggestions for further research – – – – -64
References – – – – – – – – -65
Appendix I – – – – — – – – -68
Questionnaire. – – – – – – – -69
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