ANALYSIS OF TOTAL QUALITY MANAGEMENT AND ITS IMPACTS ON ORGANIZATIONAL PERFORMANCE

ABSTRACT: This study was carried out to examine the impact of Total Quality Management (TQM) on organizational performance using First Bank Plc, Ikotun as a case study. Specifically, the study examined the impact of TQM in First Bank, Ikotun, the level of managements involvement in TQM implementation in First Bank, Ikotun, the challenges militating against TQM implementation in in First Bank, Ikotun, and examined if the application of TQM principles in in First Bank, Ikotun has led to the significant success of their project. The study employed the survey descriptive research design. Questionnaire was used for data collection which was raised against a four Likert scale of Strongly Agree(SA), Agree(A), Strongly Disagree(SD) and Disagree(D). A total of 80 respondents were purposively selected as sample size comprising of 4 selected First bank branches in Ikotun. Out of the 80 respondents, 72 responses were validated from the survey. The study adopted the EFQM Excellence Model. From the responses obtained and analysed, the findings revealed that there is a significant relationship between Total Quality Management (TQM) and increased organizational performance. This is as a result of the Pearson Correlation Analysis (.892**) showed a positive correlation between TQM and increased productivity. This implies that Organizations that who adopts TQM  in their business tends to increase productivity and service delivery quality as well as customer satisfaction. The findings of this study indicated that TQM has a strong positive impact on organisational performance. These findings support the argument of TQM proponents that companies can achieve the higher levels of both financial and non-financial results by implementing TQM philosophy. On the basis of these findings, it was recommended that Top management in organizations and First Bank Plc should continue their effort in considering total quality management as a priority for their company in the future and involving the company to TQM implementation at all levels. More so, the company should continue its look into ways to increase its employee’s empowerment and participation. Continuous improvement is an important factor in TQM. The company should give this more attention in regards to the value of its implementation. Further more, all the TQM principles must be implemented in order to achieve organizational goal targets.