Quality Value Banking: Effective Management Systems That Increase Earnings, Lower Costs, and Provide Competitive Customer Service - Softcover

Gray, Janet L.; Harvey, Thomas W.

Softcover

ISBN 10: 0471550094 ISBN 13: 9780471550099

Verlag: John Wiley & Sons Inc, 1992

Inhaltsangabe

The halcyon days of profit-guaranteed banking are over, for good. Deregulation, information technology, interstate banking, and bold new challenges from non-bank competitors have seen to that. To survive and prosper in today's turbulent financial marketplace, banks must better deploy their resources, manage operating expenses, and dramatically improve customer service.
Quality Value Banking is the breakthrough book all banking professionals, from CEOs to branch level managers, will rely on to accomplish these vital tasks. It supplies a proven quality improvement methodology called Quality Value Engineering that links the creation of companywide quality with bottom-line fiscal responsibility. And it shows step-by-step how to make a successful quality assault using the latest service quality techniques, organizational effectiveness analyses, and financial profitability strategies.
Armed with Quality Value Banking, you'll swiftly root out the structural causes of poor quality. You'll discover how to pinpoint the organizational defects, management styles, and systems and processes that contribute to your current service quality gaps. And you'll learn how to make precise quality improvements to narrow these gaps and dramatically increase employee productivity and financial performance.
Throughout, Quality Value Banking applies the pioneering quality techniques of Dr. J.M. Juran, Dr. W. Edwards Deming, and others to banking customer services. It shows how to evaluate and properly define a bank's guiding mission, redesign its work processes, and tap the creative energy and problem-solving initiative buried in the "frozen" layers of middle management.
Complete with checklists, mathematical models, and examples of banking organizations committed to quality, this book shows how to assess a bank's organizational structure and competitively benchmark its performance; identify the fundamental causes of customer service problems; develop cross-functional quality improvement teams united by common goals; blast through institutional hierarchies that hamper flexibility, stifle responsiveness, and create artificial performance barriers; create a lean, flexible management structure fully coordinated with the bank's ruling mission; and fulfill the promise of dependable, individualized customer service.
Today, more than ever, competitive advantage belongs to those banks whose organizational structure fosters participation and enhanced cooperation while providing service that meets the expectations of customers. Quality Value Banking supplies the real world "how to's" for lowering costs, boosting profits, and recapturing customer loyalty.

Details zur Ausgabe

• Verlag: John Wiley & Sons Inc
• Erscheinungsdatum: 1992
• Sprache: Englisch
• ISBN 10: 0471550094
• ISBN 13: 9780471550099
• Einband: Taschenbuch
• Anzahl der Seiten: 240
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: Nicht verfügbar