A STUDY ON KEY FACTORS FOR SUCCESSFUL IMPLEMENTATION OF TQM IN KERALA'S CO-OPERATIVE BANKING SECTOR

Abstract

"Total quality management is a customer-oriented philosophy and also a strategy." We focus on quality and the end result is customer satisfaction. ‘Total’ means that all personnel of the institution continuously strive to realize the goal of customer satisfaction through a planned attempt to improve the organization. “TQM” began in the 1950s as a management strategy and gradually became popular from the early 1980s. Organizations have to adopt TQM as a process and critical success factors. It is needed to attain business excellence. Generally, Banks are considered as financial institutions. In an uncertain, competitive, constantly changing and complex business environment, banks need to implement effective management practices such as TQM more than ever before to help them grow or survive rather than gain competitive advantage. This paper intends to explore the relevance of ‘total quality management’ in cooperative banks, focusing on the key factors for the successful implementation of ‘total quality management’ in the cooperative institutions (banks) in Kerala.

Keywords: Total quality management, Cooperative Banks