Total Quality Management Practices in Bangladesh A Case Study on Shimanto Bank Limited

Abstract

Total Quality Management (TQM) principles in Shimanto Bank Limited, a leading financial institution in Bangladesh. The objective of this research is to investigate how the adoption of TQM practices has influenced the overall performance and customer satisfaction of the bank. The study utilizes a mixed-method approach, combining qualitative and quantitative data collection methods. Primary data is collected through interviews with key stakeholders, including top management, employees, and customers of Shimanto Bank Limited. Secondary data is gathered from relevant literature, articles, and reports on TQM and its application in the banking sector. The research findings highlight the significant role of TQM in enhancing operational efficiency, customer service quality, and employee engagement within Shimanto Bank Limited. The bank's commitment to continuous improvement, employee empowerment, and customer-centric approaches is observed as key drivers of its TQM implementation success. Furthermore, the study assesses the challenges faced by the bank during the implementation process and identifies strategies for overcoming these obstacles. The results of this research contribute to the existing literature on TQM by providing a comprehensive analysis of its implementation in the banking industry, specifically within Shimanto Bank Limited. The findings also offer valuable insights and practical recommendations for other financial institutions seeking to adopt TQM principles to enhance their performance and customer satisfaction.