IGNOU MMPP-01 Project – Branch Operations TQM: Punjab National Bank Case Study

Total Quality Management (TQM) considered as a main tool that leads to the strategy of developing work and improving performance in order to achieve profitability through good services and quality products. It can be defined as the continuous improvement of administrative and productive processes through reviewing and analyzing the results achieved, and searching for other means and methods to raise the level of performance and try to reduce the time and effort for the completion of production processes by eliminating all unnecessary functions for consumers and for the productive process to reach the required level of total quality. Globalization, industry development and technological change interact to make alternative environments with changing levels of dynamism and complexity requiring realignment of operation strategies. Customer focus is a competitive importance to adapt fitting operation methods proactively in changing environments. Regardless of the effort by managers of such environments to increase their performance; they still face major challenges in how to implement such strategic initiatives for company business excellence

Objectives

• Strategic quality planning at PNB.
• Management of Process Quality at PNB.
• Quality Control Systems at PNB.

Topic Covered

• Introduction
• Company Profile
• Rationale Of The Study
• Statement Of The Problem
• Objectives Of The Study
• Research Methodology
• Limitations
• Expected Contribution
• Bibliography
• Tentative Chapterization