Systematic Quality Management in Banking
- 28 July 1986
- journal article
- research article
- Published by Taylor & Francis in The Service Industries Journal
- Vol. 6 (2) , 193-204
- https://doi.org/10.1080/02642068600000021
Abstract
This article describes the systematic approach which has been used in the management of the quality of service produced in several large international banks. A useful concept of the social, technical and managerial aspects of operations management is introduced to provide a framework for the management of quality in banking. A description of systematic quality management in practice shows how the ideas of Management by Responsibility and Self-Audit Programmes have been used successfully to reduce considerably both audit criticisms and losses written off.Keywords
This publication has 2 references indexed in Scilit:
- The Transfer of Japanese Manufacturing Management Approaches to U. S. IndustryAcademy of Management Review, 1982
- Perspectives on the Technology of Service OperationsAcademy of Management Review, 1982