A proposed model for applying total quality management in Syrian banks: a case study in the industrial bank of Syria

Syrian banks have witnessed an important change since 2002 with applying the advanced technology. Industrial bank played a crucial role in developing the industrial sector which provides about 25% to the GDP and this sector is the main engine of the national economy in Syria. This research aims to apply total quality management (TQM) to industrial banks of Syria. A random sample of 120 bank employees from higher and middle management were selected to investigate the current situation of TQM in the bank and to develop a new suitable TQM Model. The results show the levels of implementing TQM criteria in the industrial bank, and provide a proposed TQM Model with an implementation plan that could help other Syrian banks to apply TQM in an effective way