Training and education for TQM in the commercial banking industry of South Africa

Authors: Vermeulen, Werner; Crous, M.J.

Source: Managing Service Quality, Volume 10, Number 1, 2000 , pp. 61-67(7)

Publisher: Emerald Group Publishing Limited

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Abstract:

This article discusses the importance of training and education for TQM. The best way to institute quality into an organisation, particularly a bank, is to train employees to do their job better. The training structure must be top-down, starting with the top team and cascading down the organisation. This is necessary to show management commitment and to ensure managers actually understand the TQM principles and methods. Results of the research project have indicated that none of the respondents' organisations possess a well-developed TQM training strategy and plan.

Keywords: Tqm; Education; Training; Banks; South Africa

Document Type: Research article

DOI: http://dx.doi.org/10.1108/09604520010307058

Publication date: 2000-01-01