The implementation of total quality management to the banking sector in Rajasthan: A case study of HDFC Bank

Total Quality Management (TQM) is an integrative viewpoint of management for constantly improving the quality of products and processes of an organization. Banking authorities in all country of the world are paying enormous attention to the state of the three ‘S’ (3S) - safety, security and stability in their different banking systems. Banking is an vital sector in India. The government has introduced several laws and constitutions aimed to further grow this sector, improve its ability to compete within a global market and encourage investment in the country. Though, slight work has been done to assess and control quality in this sector. This paper emphasize on the application of TQM to the service sector from the employees and the customer's points of view. The requirements and actions needed for the implementation of the TQM philosophy was measured by a questionnaire answered by the bank employees. And also a survey was conducted regarding the level of satisfaction of customer's from the services rendered by the bank. The study reveals that there is nearly equal adaptation from the bank in Rajasthan to all principles of TQM and its main basic elements such as focus on customer and employee's needs, focus on continuous improvement and focus on management competition needs. While in reality there is little focus on customer needs regarding to customers viewpoint.