An Investigation into Total Quality Management Practices in a Retail Bank in Bahrain

In todays fast -paced and competitive world, total quality management is a strategy for keeping customers happy that helps managers evaluate the outside world. Total quality management (TQM) is necessary to improve policies and procedures and satisfy customers. The study investigates the entire quality management implementation in a retail bank in Bahrain. The study used a Likert scale-based survey method to collect data. The number of bank employees was 996 subjects. One hundred thirty-one questionnaires were randomly distributed in the study, of which 120 were returned. The results showed that TQM improves operations and functions by involving and training employees. Total quality management was perceived as a strategic technique to enhance the banks profitability. Employee involvement, training, strategic planning, and top management commitment correlated positively with total quality management. The correlations between these two variables showed a positive relationship between strategic planning and TQM. Strategic planning is a must for ensuring that all quality problems in the bank are handled. The study suggests that retail bank employees maintain quality standards and get regular training and education to help provide good care.