Quality Management Systems and Organisational Behavior in Unity Bank Plc

Quality Management Systems and Organisational Behavior in Unity Bank Plc

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INTRODUCTION

BACKGROUND OF THE STUDY

The organization is a complex system comprising of the employees, group, management, structure and technology which interact together to produce goods and services required by customers to achieve a common objective of the organization. The concept of organizational behavior proffers an understanding into the study of human behavior in organizational settings, the interaction which exist between the employees, groups and the organization, and the organization itself” Moorhead, G., & Griffin, R. W. (1995). Organizational behavior focuses on individuals in organizations, work groups and how organizations behave (macro-level) Wagner, J. A., & Hollenbeck, J. R. (2010). Quality management is a process of providing a systematic and continuous pursuit of increased product, service and operational quality. The emphasis is on continuous improvement of product and service quality. The provision of quality service and products requires employee commitment to the required change which will achieve the standard of quality required. Therefore, a strong relationship exists between organizational behavior and total quality management. Employees must exercise the right behavior in the work place to produce the right quality of work which meets customer needs. Quality management focuses on meeting customer needs and satisfaction. The study seeks to proffer an appraisal of quality management systems and organizational behavior in Unity Bank Plc.

STATEMENT  OF  THE PROBLEM

The level of competition in the banking sector is high in recent times. Many banks have been dissolved and others merged due to the inability to meet with financial regulations. This is an indication that some banks perform better than others. The success of any organization lies on the ability to meet customer requirements which translate into high patronage and high returns on investment. This cannot be achieved without the commitment of employees to work standards. However, considerable gaps exist in many organizations on the acceptable behavior required by staffs to ensure that customer needs are met promptly. Many change programs to improve product and service quality have been challenged by some employees who lack understanding of the essence of such change. It is imperative that goals and tactics are aligned with strategy while employee motivation be backed with inductive incentives. The problem confronting the study is to investigate quality management systems and organizational behavior in Unity Bank Plc.

OBJECTIVES   OF THE STUDY

The Main Objective of the study is to proffer an appraisal of quality management systems and organizational behavior in Unity Bank Plc.; The specific objectives include:

    i.        To determine the nature and purpose of quality management systems.

   ii.        To appraise the relevance of organizational behavior.

 iii.        To investigate the relationship between quality management systems and organizational behavior in Unity Bank Plc.

RESEARCH QUESTIONS

    i.        What is the nature and purpose of quality management systems?

   ii.        What is the relevance of organizational behavior?

 iii.        What is the relationship between quality management systems and organizational behavior in Unity Bank Plc?

STATEMENT OF THE HYPOTHESES

The statement of the hypothesis for the study is stated in Null as follows:

HO    The level of quality management in unity bank plc is low.

HO    The impact of organizational behavior on quality management in unity bank plc is low.

SIGNIFICANCE OF THE STUDY

The study seeks to promote the practice and sustenance of quality management as it impact positively on the performance of the firm. The neglect leads to loss of customer patronage and loss of public confidence.

SCOPE OF THE STUDY

The study focuses on the appraisal of   quality management systems and organizational behavior in Unity Bank Plc.

LIMITATION OF THE STUIDY

The study was confronted with logistics and geographical factors

DEFINITION OF TERMS

ORGANISATIONAL BEHAVIOUR DEFINED

The concept of organizational behavior proffers an understanding into the study of human behavior in organizational settings, the interaction which exist between the employees, groups and the organization, and the organization itself”

QUALITY MANAGEMENT DEFINED

Quality management is a process of providing a systematic and continuous pursuit of increased product, service and operational quality. The emphasy is on continuous improvement of product and service quality.

CORPORATE IDENTITY

This is the distinctive and unique features of the organization. These include corporate strategy, Corporate culture, organizational design, and operations.

STRATEGY DEFINED

Strategy is the plan outlined by the firm to achieve its aims and objectives.

CORPORATE CULTURE

This constitute as those shared values and beliefs that the organization holds.

OPERATIONS

This is defined as those activities which the firm engages in to effect its strategy.

CORPORATE IMAGE

This is the reputation which the firm maintains with its audiences

CORPORATE GOVERNANCE DEFINED

Corporate governance is viewed as “the set of rules that influence expectations about the use of control over resources of a firm.

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