The Effect Of Total Quality Management (tqm) Practices On Employees Performance In The Case Of Berhan Bank

Total Quality Management (TQM) is an organization's management method that focuses on quality, based on the participation of all members, and aims to achieve long-term success through customer satisfaction and advantages to all members of the employer and to society. The general objective of this study is to assess the effect of TQM practices on employees’ performance. To meet the objective, descriptive and explanatory research designs were employed. Moreover, a purposive sampling technique was used to collect data from both the bank’s branch (Addis Ababa Branches and Head office) and the respondents. A mixed of quantitative and qualitative research approaches was employed to accomplish data collection and data analysis. The target population was 1097 employees from Addis Ababa Branches and Head office of the Bank. A sample size of 293 was drawn from the target population and a total of 278 Berhan Bank’s employees were involved in the survey. The findings of the study revealed that customer focus is the most dominant TQM practice in the Bank. In addition, the study found out that Top Management Commitment, Employee Involvement, Continuous Improvement and Customer Focus have a significant and positive relationship with employee performance while Employee Education and Training do not significantly predict employee performance. Finally, recommendations were given for improved TQM practices in Berhan Bank.

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