| dc.creator |
. MASAMU, BELINDA |
|
| dc.date |
2019-03-15T08:35:09Z |
|
| dc.date |
2019-03-15T08:35:09Z |
|
| dc.date |
2014 |
|
| dc.date.accessioned |
2021-05-05T08:08:13Z |
|
| dc.date.available |
2021-05-05T08:08:13Z |
|
| dc.identifier |
http://hdl.handle.net/11192.1/2469 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192.1/2469 |
|
| dc.description |
A Dissertation submitted to Mzumbe University as partial fulfillment of the
requirements for Award of the Degree of Master of Business Administration (MBA) -
Corporate Management. |
|
| dc.description |
Total Quality Management (TQM) is a management approach for an organization
centered on quality, based on the participation of all its members and aiming at long
term success through customer satisfaction and benefits to all members of the
organization and to society .This research work therefore aimed at assessing the TQM
practices and its effect on organizational performance at CRDB Ltd. The company needs
to find ways to surviving in the increasing competitive market and TQM as a strategic
Management tool can be used for improving the competitiveness, effectiveness and
flexibility of the whole organization. A population of 120 workers comprising both
senior and junior staff was used for the study. Due to the relatively small number of
workers at CRDB, the whole population was used for the study. Primary data for this
research was collected using a well designed and structured questionnaire which was
made up of both close ended and open ended questions. The key findings showed that
CRDB is practicing TQM but it is yet to implement it to the highest level of subscribing
to a quality award system. The implementation of TQM is at the quality assurance level.
It was found out that management inactions undermined leadership commitment to
quality and rendered TQM practices ineffective. It was concluded that there was the
need to procure modern equipment to boost production. Again the firm needs to
diversify key portfolio in order to spread the overhead cost. Management must work to
build trust amongst staff to improve on team work. It is also recommended that the
company subscribe to a quality award system. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe university |
|
| dc.subject |
CRDB Bank |
|
| dc.title |
Total quality management strategy and its impact in banking organization: The case study of CRDB Bank |
|
| dc.type |
Thesis |
|