Managing for Quality in the Financial Services Industry (Strategic Management of Financial Institutions Series) Book

This reference manual explains the key techniques of quality management and their practical application in banks, building societies, insurance companies and other financial institutions. The author describes how to introduce a quality culture at all levels. This ranges from a Chief Executive introducing a company wide total quality programme, to improving and maintaining quality standards in a small branch or processing office. Quality management involves a wide range of specific management techniques. This book provides a comprehensive guide to the use of each of these - identifying customers' requirements, problem analysis, introducing quality management information, designing in quality, training and motivation, process analysis and contingency planning. Each of these topics is explained specifically in the context of the financial services industry. The descriptions are illustrated throughout by examples, proformas and checklists. Readers are encouraged to photocopy and use these to apply the techniques to their own organization. The coverage of the main drivers of quality improvement, such as Total Quality Management (TQM) and BS 5750/ISO 9002, is indispensable reading for all serious financial services professionals. The author goes on to introduce the concept of Quality Analysis Cost Control (QACC). This enables the two apparently conflicting drivers of cost reduction and quality development to be combined in an effective programme to improve profitability and market position.Read More