MANAGING QUALITY IN RETAIL BANKING SERVICE

• 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

Content:

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
  • Customer Satisfaction
  • Complaint Management
  • Behavioral Standards
  • Support Tools
• Internal Tools
  • Employees Satisfaction
  • Process Cartography
  • ISO Certification
  • Internal Evaluation Methods
  • 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

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.