Managing Quality in Retail Banking Service
Quality of Banking Services remains a critical issue for customer satisfaction and loyalty in multi channel context.
Understanding of quality in technology-based service provision and quality management system for the alternative channels remain unexplored in the banking practice. The course focuses on the challenges the banks are facing and provides an insight into the process of formalization of Quality Management in banking.
· Define the major benefits to the bank of Total Quality Management
· Understand the impact of leadership to support quality management systems
· Develop measuring and improvement processes for quality assurance and control
· Describe how TQM can be introduced into banking
· Identify useful quality improvement techniques for continual improvement
Introduction to Quality Assurance and Control
· Quality Assurance and Control Principles
· The Concept of Total Quality Management
· The Origin and Philosophy of Total Quality Management
· Obstacles to implementing TQM
Quality Service in Banking
· Measuring Gaps between Delivered Service and Customer’s expectations
· Customer’s Feedback
· Customer’s Expectations
· Management Perception
· Service Quality Specifications
· Service Delivery
· External Communication
Quality Tools for Retail Banking
· External Tools
o Customer Satisfaction
o Complaint Management
o Behavioral Standards
o Support Tools
· Internal Tools
o Employees Satisfaction
o Process Cartography
o ISO Certification
o Internal Evaluation Methods
o Other Support Tools
Implementing a Culture of Quality
· Putting Principles into Practice
· Leadership: Taking Ownership of the Quality Leadership Philosophy
· Total Quality Management as leadership principle
· Implement a Business Strategy driven by your Customers
· Focusing on Continuous Improvement – Audit and Review
· Leadership Commitment and Involvement
· Barriers to TQM Organizational Culture Change
This course targets Bank Quality Managers, Department Managers, Customer Service Professionals.