The Implementation of Total Quality Management (TQM) for The Banking Sector in Jordan

After its development and phenomenal success, Total Quality Management (TQM) was applied outside the industrial sectors to service organizations, such as banks. This paper investigates the application of TQM to a service organizations using Jordanian baking sector as a model example. Banking is an important sector in Jordan. The government has introduced several laws and constitutions aimed to further develop this sector, improve its ability to compete within a global market and encourage investment in the country. However, little work has been done to measure and control quality in this sector. The work will show that the use of TQM can be of great benefit to the Jordanian banks, as it will lead to an increase in the organization customer orientation and competitive edge. The paper will also investigate the relation between the application of TQM and the increase in the organization performance and efficiency. The results show that the application of TQM in the Jordanian banking sector lead to increased productivity and ability to compete in the global markets. © 2010 Jordan Journal of Mechanical and Industrial Engineering. All rights reserved