Total quality management and its impact on banks and workers performance: A study in Mysore district

TQM plays a crucial role in the today's competitive environment. Competition is not only associated with few sectors, each and every field of business sector facing this rivalry environment and among them bank is one. Banks play a key role in the economic development of a country because they are the financial intermediaries who involved in transfer of funds within and outside the country. Banking sector is getting more competitive every day. Qualities, speed, efficiency, innovation are the main points on which quality programs are designed. All banks have engaged in basic banking activities but it is the way of delivery of services that distinguishes one bank from the other. The Expectations of customers and need for banking services are changing. Present day customer has become more educated and demand new products, better delivery channels and more reliable as well as responsive services. Improvement in service standard in other industries also raises the expectation of banking customers. It needs to deal with generation of more demanding customers. Banks have to satisfy their customers by providing higher quality services to improve competitiveness. This study is about the challenges to implement the TQM in banks and customers opinion about the quality management in different banks. The study also covers the basic concept of Total Quality Management, process of Quality Management System and workers’ perception towards quality management in Banks in Mysore.