TOTAL QUALITY MANAGEMENT (TQM) AND PERFORMANCE IN FIRST BANK OF NIGERIA PLC. ADO-EKITI

Total Quality Management (TQM) is committed to a process-driven approach with continual improvement to long term success that leads to customer satisfaction while performance is the goal achievement of any organization. This study examined the implementation of Total Quality Management (TQM) and Performance in First Bank of Nigeria Plc. Ado-Ekiti between 2010 and 2016. Methodology: the sources of data collection were adopted in the research study. Well-structured questionnaire was employed as primary data. Hypothesis were raised and tested, by simple percentages, tabulation, regression analysis, SPSS for computation and Taro Yamane method. This research study shows the implementation of the TQM and performance in First Bank of Nigeria Plc. Ado-Ekiti. Findings: The study found that TQM implementation has enabled the bank improve its performance in many service areas. From the questionnaires distributed and answered, a large percentage of respondents (employees) agreed that the implementation of TQM has improved the quality of their service delivery. The conclusion from the findings found that the adoption of TQM has been a step in the right direction for FIRST BANK OF NIGERIA PLC. TQM upturn the bank by increasing their income through an increase in patronage and an increase in the bank's capital base through the purchase of its shares by the general public, indicating growing confidence in the bank. Recommendations: the regulatory body of banking industry should make it mandatory for all banks in operation to practice TQM and government should involve in the implementation of TQM in all its agencies, departments and parastatals. This would help move the public and private sectors forward into the 21s' century and enable workers compete favourably with their colleagues elsewhere in the world.