Implementation of TQM in Commercial Banks: Employees Perception

Abstract

Key of success for every business organization is to satisfy the customer's needs. They do this by providing good quality of product and services. It is important that within the organization, all internal customers are satisfied to ensure complete satisfaction of external customers. In order to get the competitive edge over others TQM has become the core of a company's success. Quality is important factor for any organization. Good quality of product and services leads to better performance of the organization. This study investigates the implementation of TQM in commercial banks and the perception of employees towards this implementation. The objective of the study is to evaluate the implementation of employee empowerment, recognition and rewards, training, workforce management and teamwork in commercial banks. The data has been collected through structured questionnaires which were filled by the 150 employees of both public and private sector bank. The study is descriptive in nature. Likert scale has been used to measure the variables.