Report On

Total Quality Management Practices in Islami Bank Bangladesh Ltd.

Prepared for
Nafiza Islam
Assistant Professor
Department of Management Studies
Faculty of Business Studies
Jahangirnagar University

Prepared by

Group Name: The Wizards

Members Name ID Name

Md. Mostafizur Rahman (GL) 1754

Abo Salek Md. Nasim 1765

Md. Eyasin Arafat 1748

Nurul Amin 2339

Suravi Akter 1737

Date of Submission: July 24, 2017

i
 Letter of Transmittal
Date: 24th July 2017

To
Nafiza Islam,
Assistant Professor of Department of Management Studies,
Jahanginagar University, Savar, Dhaka.

Subject: Submission of report on the Total Quality Management of Islamic Bank Bangladesh Ltd.

Dear Sir,
Here we are submitting our Total Quality Management report on Islamic Bank Bangladesh Ltd.
relating the lessons regarding quality management. We have learned in our class from you in your
course Total Quality Management. We would like to recall with gratitude, the tremendous support
and encouragement, which we received from you. We have tried our best to implement the relevant
theories that you have taught in this course.

As an instructor and advisor to the report, you provided valuable insights and academic training to
improve the quality of the work. We are grateful for your stimulating guidance and encouragement
during the period of preparation of this report.

Without your guidance, this would simply not have been possible. There may have many
omissions and errors on our part but we have tried our level best to prepare this report to the
required standard. We are looking forward to your kind appraisal on this assigned report.

Sincerely yours
The Wizards
Department of Management Studies.

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 Acknowledgement

All praises to the almighty Allah who has shown his kindness and we have got a chance to make
a complete report on a well- known bank. Also, we thank the almighty for giving us the time and
strength to complete our group work properly. As a part of our studying Business Administration.
Our course instructor of Total Quality Management had assigned us to prepare a quality
management report on Islamic Bank Bangladesh Ltd. based on everything we have learned so far.

First of all, we would like to express our deepest gratitude to our honourable course instructor
Nafiza Islam

For her valuable contribution, her painstaking effort at importing her students with the necessary
skills and expertise goes far beyond her responsibilities as a teacher and we are very grateful to
her. We would also like to thank all our group members who helped us to gather information. It
would have become really a nightmare doing the job without their help. To do that it required a
great deal of help from others, which we got from our fellows. We are grateful to all of them who
helped us

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 Letter of Authorization

July 24, 2017

The CEO
Islamic Bank Bangladesh Ltd.
105 Middle Badda, Dhaka-1212.

Subject: Authority letter for my students for conducting marketing research on your product.

Sir, Hereby I authorize my Total quality management course’s students for conducting marketing
research on your organization – Islamic Bank Bangladesh Ltd.

Thanking you,
Sincerely,
Nafiza Islam
Lecturer Department of Management Studies
Faculty of Business Studies
Jahangirnagar University

iv
 Nafiza Islam
Contact: +8801912027635
E-mail: nafiza.urmila@gmail.com

SUPERVISOR
■ Profile Summary
Self-motivated supervisor who shows the way by setting an example,

• Always willing to spend extra time to complete assigned work.

• Demonstrates an understanding of, and effectively cooperates with students.
Objective Statement – Manage or lead assigned students towards the achievement of
students goals.
■ Professional Experience
Supervisor: Assistant Professor, Dept. Of Management Studies, Jahangirnagar
University.
Core Functions:

• Guided and supervised the assigned team as per the rules and regulations.
• Trained and educated the students regarding proper work completion and adherence to
standards.
• Monitored the timely performance of the students in the class and motivated them to
accomplish more.
• Assigned duties/shifts to different students as per their areas of expertise.
• Conducted briefings and meetings before and after class sessions, which included praising
individuals as well as clarifying various areas that they need to work on.
• Maintained and documented work completed on a daily basis.

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 Student’s Affirmation

I'm proud to have chosen TQM as our topic, therefore, I determined to be a good for doing the
topic properly. This means I would be responsible for doing the work correctly. I wanted to do the
work in the best way so that I can convince our teacher Nafiza Islam.

Despite my strong wish, everything turned out to be more difficult than I had anticipated since
doing the work on Islamic Bank Bangladesh Ltd. I was very lucky to get a chance to do the work
on Bank TQM. At first, I didn't clearly know about bank TQM. As time went by, I attended the
class, which gave me encouragement and detailed instruction.

So, still with my strong motivation and now the action planning structure, I began learning how to
complete. Having done the research for two months. I felt more confident in TQM and I saw
improvements for doing work on it.

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 Table of Contents

Chapters Particulars Page No

Letter of Transmittal i.
Acknowledgement ii.
Letter of Authorization iii.
Letter of Supervisor iv.
Student’s Affirmation v.
Table of Contents vi.
Executive Summary vii.
Chapter 1 Introduction 2-4
1.1 Preliminaries 2
1.2 Justification of the report 2
1.3 Purpose of the study 3
1.4 Scope and objectives of this report 3
1.5 Limitations of the study 3
1.6 Problem statement 4
Chapter 2 Theoretical Framework 5-8
2.1 Literature Review 5
2.2 Theoretical Review 5
2.3 Empirical Review 6
2.4 Related Theories 7
2.5 Summary of Literature and Research Gaps 8
Chapter 3 Research methodology 9-17
3.1 The Research design 9
3.2 Questionnaire development 10
3.3 The Population 10
3.4 Sampling procedure 13
3.5 Data collection 13
3.6 Statistical analysis 13
3.7 Data processing procedure 15
3.8 Research outline 16
3.9 Conceptual framework 17
3.10 Gantt chart 17
Organizational Synopsis 18-27
Chapter 4

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 4.1 Overview of Islamic Bank Bangladesh Ltd 18
4.2 Mission 18
4.3 Vision 18
4.4 Strategic Objectives 19
4.5 Ownership Information 19
4.6 Composition of Board 20
4.7 Investment & Financial Analysis 22
4.8 Organization Structure 23
4.9 Risk Management 23
4.10 Branch Distribution 24
4.11 Balance sheet 26
4.12 Income statement 27
4.13 Cash flow statement 27
Chapter 5 Report Analysis & Interpretation 28-40
5.1 Descriptive Analysis 28
5.2 presentation & analysis of service related 30
variables table: satisfaction with current
service quality
Chapter 6 Summary of Findings 41
Conclusion 43
Recommendations 44
References 45

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 List of Tables & Figures

Figures Particulars Page No

1 Sampling procedure 13
2 Cause & effect diagram 14
3 Scatter diagram 14
4 Pareto chart 15
5 Research outline 16
6 Conceptual frame work 17
Table 1 Gantt chart 17

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 Executive Summary

This report provides an overview and background of the Islamic Bank Bangladesh Ltd. and an
analysis of the quality management of their products. Starting with the introduction, firstly we
would be discussing the background of Islamic Bank Bangladesh Ltd. followed by a brief
discussion of the quality management, needs wants and demands of customers, products and
services of the company, value, satisfaction and quality, exchange transactions and relationships.
Secondly, we discuss the company and its management strategy. Thirdly, we discuss the consumer
markets of our TQM and buyer behaviour towards it followed by customer driven quality
management followed by the company, product services and branding strategy of the company,
the pricing strategies followed by the company, integrated marketing communication strategies
followed by the company. Then we start discussing about the appropriate quality management
theory in the 21st century followed by the development of total quality management by the
company, analysis of the consumer markets for our report, creating brand equity, setting of product
strategy, development of pricing strategies and programs and integrated marketing
communications to provide better product quality and finally we end up with conclusion along
with references.