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TOTAL QUALITY MANAGEMENT AND EFFICIENCY IN THE NIGERIAN PUBLIC SERVICE
ABSTRACT
The Nigerian Public Service is one organization which affects the life of every Nigerian, directly or indirectly. Many studies have been carried out to suggest ways of moving this organization forward, input coming in from all disciplines, with Management not being an exception. However, very little seems to have been said or done about the quality of service being offered by the Nigerian Civil Service. Of the many tools of Management being suggested to improve effectiveness, efficiency and productivity, Total Quality Management (TQM) stands out. More so as the Nigerian Civil Service suffers from lack of efficiency and commitment on the part of Civil Servants, evident in huge waste of resources in Government programmes. There is also a lack of awareness of the need and importance of quality in service offered to the society. The main aim of this study is to determine the importance attached to quality in the Public Service viz the level of awareness of Total Quality Management, and to suggest ways of improving upon the quality of services being offered by this sector of the economy. At the end of the study, quite contrary to expectations, it was established that there was indeed an appreciable level of awareness of Total Quality Management (TQM) as a Management tool. That some of the principles, in particular Training, Teamwork, Measurement of Performance, and Recognition of Success do exist in sufficient levels to allow for the workability of this management tool. It was also established that there was a great need for supervision of tasks carried out by public officers to enhance quality of work, making sure that all work done was done right, first time. This will be a sure way of eliminating waste in time and resource. The study also recommended ways of improving upon the attitude of public servants to work Finally, this study concluded that Total Quality Management is a realizable dream in the Federal Public Service of Nigeria, and a sure way of achieving quality in the welfare of the general populace.
ABLE 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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