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Journal cover: Managing Service Quality

Managing Service Quality

ISSN: 0960-4529

Online from: 1991

Subject Area: Managing Quality

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

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Title:Training and education for TQM in the commercial banking industry of South Africa
Author(s):Werner Vermeulen, (Werner Vermeulen is based at the Faculty of Management, Technikon Free State, Bloemfontein, South Africa.), M.J. Crous, (M.J.Crous is based at the Department of Business Management, University of the Orange Free State, Bloemfontein, South Africa.)
Citation:Werner Vermeulen, M.J. Crous, (2000) "Training and education for TQM in the commercial banking industry of South Africa", Managing Service Quality, Vol. 10 Iss: 1, pp.61 - 67
Keywords:Banks, Education, South Africa, TQM, Training
Article type:Research paper
DOI:10.1108/09604520010307058 (Permanent URL)
Publisher:MCB UP Ltd
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.

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Quality improvement in East Africa.