Survey on: total qulity management practices in some selected profit based bankes in Bangladesh.

Instructions (Request to respondents) Please supply the truth information All information shall be kept strictly confidential Please try to answer all the questions

Sample No: ............

Bank Name: ...........................................................................................................

Branch: ..................................................................................................................

Responders Name: .................................................................................................

Sex: Male

Female

Age: .............................................................

Designation: .................................................

Qualification: ..............................................

Joining date: ................................................

Services length: ...........................................

1. Total Qulity Management focus on employee involment

Scale ( give mark) Sl no. Aspects Communication with management Decition making in 02 organization Perticapation on the 03 qulity program 01 Very good 05 Good 04 Neutral 03 Bad 02 Very bad 01

04

Seniors behavior

2. Total qulity management starts at top management

Scale ( give mark) Sl. No. Very good Aspects Understand the problem Understand the customer need Understand when employee nead traning Solve interpersonal conflict 05 Good 04 Neutral 03 Bad 02 Vary bad 01

01 02 03 04

3. Education and Training of employees

Scale ( give mark) Sl. No. Aspects Networking Group ledership Problem solving Highly satisfied 05 01 02 03 04 Satisfied 04 Neutral 03 Dissatisfied 02 Highly dissatisfied 01

Relevance of traning

4. Total qulity management focuse on services: (for customer)

Scale ( give mark) Sl. No. 01 02 03 04 05 06 Aspects Bank perform services right the first time Customer fill safe in there transaction Bank gives customer individual attention Bank deduct less services charge Bank give more profit on deposit Bank provide less waiting time to there customer Highly satisfied 05 Satisfied 04 Neutral 03 Dissatisfied 02 Highly dissatisfied 01

5. Total qulity management focus on bank environment (for customer)

Scale ( give mark) Sl. No. Aspects Bank locutation Bank enternal environment Employee behaviour to customer Environment Compare with other banks Employee willing to help customer Highly satisfied 05 Satisfied 04 Neutral 03 Dissatisfied 02 Highly dissatisfied 01

01 02 03 04

05