متطلبات تطبيق ادارة الجودة الشامله فى المصارف السودانيه: دراسه حاله بنك التنميه التعاونى الاسلامى

Abstract

The thesis aims to achieve a number of objectives such as top management awareness and commitment towards Total Quality Management in Islamic Co-operative Development Bank, adoption of continous performance improvement and development startegy, and the extend to which the employees have missconcept about Total Quality Management and Quality Management Systems, and the degree of customer satisfaction of bank services as well as their loyalty. To achieve the objectives of the study, four major hypotheses were stated. First, lack of awareness of top management and employees and lack of commitment of leaders are behind the undermine the implementation of Total Quality Management and its principles and concepts at banks. Second there is a confusion between Total Quality Management and quality Management systems among employees. Third, implemntation of Total Quality Management in the bank maximises its competative advantages. Fourth, the bank's customers are satisfied with the quality of the services delivered. The questionaire was used to collect data, and Statistical Packages for Social Sciences ( SPSS) was utilized in analysing and testing the hypothesis. The thesis is organised in four chapters:theoretical general framework of the study and litreture review of Total Quality Management and Islamic Cooperative Development Bank the case study, and analysis, discussion,results, findings, and recommendations. The study found that obstacles of Total Quality Management implemtentation at the bank is not the only reason of top management and employees commitment and awareness of its principles and concepts, there is confusion among employees about Total Quality Management and Quality Management systems concepts, implementation of Total Quality Management in the bank maximises its compatetive advantage and the customers are satisfied of the quality of serveices delivered. q The study recommends the banks' boards of directors and managers to implement Total Quality Management, customer's care and give special consideration to employees training and education, We recommend General secretary of Quality and Excellence, Centeral Bank of Sudan, Sudanese Banks Union to adopt the implementation of the National Presidential programme for Quality and Excellence in Sudanese Banks. and conduct annual fourm for good practices in total Quality Management in Sudanese Banks. We recommend Academicans and researchers to conduct more reseearches in areas of Total Quality Management in banking industry, and further studies to what extend Sudanese Banks meet current and potential customers' needs, and develp customer satisfaction index.