| Abstract: | TQM is one of the well-known areas in the field of business and management that involves integration of business operation to create products/service with maximum quality. Various studies were conducted in relation to TQM mainly out of Ethiopian context. This study focuses on the practice of TQM in NIC in Ethiopia. Nib Insurance Company (NIC) is an Ethiopian insurance company engaged in providing different insurance services such as Motor Insurance, Property Insurance, Marine Insurance, Engineering Insurance, Legal Liability Insurance, Pecuniary Insurance, Life Insurance and others. Though a number of studies conducted in different areas on this insurance company, little is done on exploring practices, challenges and benefits of TQM of this specific insurance company. Thus, this thesis attempts to critically identify the practices, challenges and roles of TQM in NIC. In order to achieve the objective of the study, both primary and secondary data were generated by employing qualitative (using interview) and quantitative (mainly using survey questionnaires from employees & customers of the company) method. Purposive sampling techniques were used to select 112 sample participants respectively. The quantitative data was analyzed using frequency and percentage while qualitative data was used to substantiate the study. The research revealed that the company (NIC) is practicing TQM as an integral part of its management system. Similarly, due to its practice of TQM the company gained benefits in profitability, Enhancing Employee’s Engagement & Productivity. Poor satisfaction of customers in the company’s service quality and provisions is another major finding of this study. This study also finds challenges that affect the company from fully engaging in TQM programs. Challenges related to COVID-19 pandemic, Improper Channel of communication between employees and the management, false claims & Problems in identifying customer needs were some of the major challenges identified. Based on the findings of the study possible recommendations are also suggested. |
