Implementation of Total Quality Management Systems Reducing Vulnerability in Banking Industry

Enhancing product and service quality and reducing vulnerability and costs have a direct relationship. Therefore, considering that recently organizations managing focused on Total Management(TM), the survival of Total Quality Management(TQM) can’t be ignore in organizations.

The purpose of this study is identification and review obstacles of the successful implementation of TQM in the banking industry in order to reduce vulnerability and risks. For this purpose, Tejarat Bank as one of the largest private banks in Iran with more than 2,400 active branches is selected as an example for this study. There were 47 society branches and Morgan Sample Size(MSS) cases is intended 42 samples that are covered 62 persons of managers and supervisors. Research tools are general questionnaire (personal information) and dedicated questionnaire(With five main components of the cultural and employees, infrastructure, managers, competitiveness and organizational characteristics). Statistical software SPSS.16 and Excel is used to data analysis.

Factors affecting on unsuccessful implementation of TQM and the impact of these components and factors is asset, ranked, and result is discussed. Respectively organizational, infrastructure, cultural and employees and managers aspects had the greatest impact on unsuccessful implementation of TQM.

Due to the direct impact of successful implementation of TQM on the quality and a direct impact of vulnerability reduction on increasing quality, quality not only should be as a target but also as a hazard-less progress and by controlling the obstacles of successful implementation of TQM, vulnerability for this industry can reduced, cost control, growth and continuous improvement.