M.Comm. / Achieving quality in products and services requires that TQM be viewed as "a journey to a destiny" in which many routes can be taken, rather than a destiny in itself. Organisations that wish to implement TQM have to study the map carefully before embarking on this "journey" as the Latin phrase "salutes in media via" or "safety lies in the middle route" is unfortunately not a guarantee to reaching the TQM destiny. The main aim of this study is to provide an understanding into the concerns, problems and challenges as well as advantages associated with TOM in modem financial services organisations, which can lead to a false sense of security if not managed correctly. The objectives of the study are therefore 1. To gain insight on how and why TQM developed, placing an emphasis on the change in markets and organisations as well as the management thereof over time To review current TQM trends and obstacles that modern organisations face within the South African financial services industry; and 3. To develop and arrive at a workable model for TOM implementation within the financial services industry. Specifically the study wishes to provide the reader with a broad understanding of TQM, as well as the necessary stimulation to further probe and exploit this management technique.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uj/uj:3556 |
| Date | 05 September 2012 |
| Creators | Swart, Johan Christoffel Boshoff |
| Source Sets | South African National ETD Portal |
| Detected Language | English |
| Type | Thesis |
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