THE HUMAN RELATED DIMENSIONS OF TQM PRACTICES IN SERVICE ORGANIZATIONS: A EMPIRICAL STUDY OF COMMERCIAL BANKS IN HYDERABAD KARNATAKA REGION

GIRIDHARI TIWARI

Abstract


Abstract

This paper attempted to explore the human related aspects of TQM practices in Service organizations (commercial banks). Soft TQM signifies any forms of business efforts dedicated to human-related dimensions of TQM, namely, leadership and top management commitment, customer focus, training and education, empowerment, and reward & recognition. The samples of the study were 250 employees of commercial banks located in Hyderabad Karnataka region. The tool of analysis used in this study was descriptive statistics. The finding of the study showed that all Soft TQM dimensions were well implemented as part of commercial bank’s quality management practices with empowerment appears to be a dominant practice. The result of the study prescribed potential implications for the management of commercial banks in Hyderabad Karnataka region to include human related aspect of TQM as an integral part of the company’s strategic vision to obtain higher level of employees’ commitment.

Keywords : Empowerment, Human aspects, Management commitment, Service organization, TQM.


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ISSN : 2251-1547