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

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.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 2000

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

Citation

Vermeulen, W. and Crous, M.J. (2000), "Training and education for TQM in the commercial banking industry of South Africa", Managing Service Quality: An International Journal, Vol. 10 No. 1, pp. 61-67. https://doi.org/10.1108/09604520010307058

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MCB UP Ltd

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