Managing for quality in the financial services industry
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| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London u.a.
Chapman & Hall
1993
|
| Ausgabe: | 1. ed. |
| Schriftenreihe: | Strategic management of financial institutions
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
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| 100 | 1 | |a Ansell, Tony |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Managing for quality in the financial services industry |c Tony Ansell |
| 250 | |a 1. ed. | ||
| 264 | 1 | |a London u.a. |b Chapman & Hall |c 1993 | |
| 300 | |a XVI, 344 S. |b zahlr. graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 490 | 0 | |a Strategic management of financial institutions | |
| 650 | 7 | |a Commerciële dienstverlening |2 gtt | |
| 650 | 7 | |a Geldverkeer |2 gtt | |
| 650 | 7 | |a Kwaliteitszorg |2 gtt | |
| 650 | 7 | |a Qualité totale |2 ram | |
| 650 | 7 | |a Services financiers - Qualité - Contrôle |2 ram | |
| 650 | 4 | |a Financial services industry |x Quality control | |
| 650 | 4 | |a Total quality management | |
| 650 | 0 | 7 | |a Bank |0 (DE-588)4004436-1 |2 gnd |9 rswk-swf |
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Datensatz im Suchindex
| _version_ | 1819614087830568960 |
|---|---|
| adam_text | Contents
Series foreword xj
Preface xiii
Key ajeas xv
1 Introduction what is quality? 1
The quality cliche 1
What is quality? 2
Understanding the customers requirements 2
Identifying your requirements 4
Is meeting customers requirements enough? 5
Understanding expectations 5
Why is quality important? 6
Quality is profitability 8
Is the financial industry different in its quality requirements? 9
How do the systems of quality management differ in the financial
services industry? 11
The key to quality is measurement 1 j
A starter for three 1 j
2 Attitudes and approaches 15
Introduction 15
A few bad words about quality 15
Why are the Japanese so good at quality? 19
Can quality be achieved through performance related pay and
management by objectives? 20
How do I bring about a real change in quality? 21
What is TQM? 21
What is ISO9000? 22
What is quality analysis cost control (QACC)? 24
Which of the three processes should I use? 25
How do we achieve a real quality culture? 26
V
Contents
3 Productivity and quality 29
Introduction 29
Post war development in the UK 29
An example from the motor industry 31
Productivity and quality in financial services 32
Ways of measuring quality and productivity 34
Managing staff towards productivity and quality 34
4 The history of quality 37
Introduction 37
Developments in the 20th century 38
W. Edwards Deming 39
Joseph M. Juran 40
Philip Crosby 41
Dr Genichi Taguchi 42
The growth of quality management in the UK 44
BS5750/ISO9000 45
Total quality management 45
Statistical process control and continuous improvement 46
What can we learn from the Japanese approach? 47
5 Quick start to quality: the quality manager and the quality
process 49
Introduction 49
The quality manager 50
Who are your customers? 51
Fitness for purpose 52
Customer supplier interaction 54
Identifying the causes of quality problems 56
Selecting the key problems 58
Resolving the problem 60
Summary 63
Quality takes effort 64
The quality process 67
Conclusion 77
6 Quality policy and organization 79
Quality is not just a warm feeling 79
Development of the quality policy 80
Structure of the quality assurance unit 87
Allocating clear roles and responsibilities 90
Team development and informal reporting lines 93
Quality audits 94
Employment of outside consultants/auditors 96
The process for introducing quality management 97
Conclusions 101
7 Quality analysis cost control (QACC) 103
Introduction 103
Cost reduction approaches 104
Contents yjj
Quality driven cost control 106
Quality cost identification 107
Analysis of quality costs 109
Identifying the main costs of poor quality 111
Selecting key measures 117
Measuring the cost of non perfect quality 119
Describing the costs 121
Bringing about change 123
Quality analysis cost control programme 123
Support department analysis 128
Supplier analysis 129
QACC development 129
8 Motivating for quality and the use of teams 131
Introduction 131
Motivation theories and Maslow 131
Herzberg 134
Porter and Lawler 134
Hackman and Oldham 136
What can be learnt from the theories? 138
Need for teams 141
Types of team work quality circles 142
Types of team quality advancement groups 143
Operation of the team 146
Central support for the teams 149
Award schemes for developing quality 152
Motivating for quality 153
9 Customer service quality management 155
Introduction 155
Customer service 156
Who is the customer? 156
Who to talk to 159
Talking to the customer 161
Monitoring your performance 163
Collecting monitoring information 166
Establishing standards 169
Obstacles to customer service 172
Implementing customer service quality 175
10 Tools and techniques 179
Introduction 179
Organization of teams 180
Listening to the customer 185
Developing creativity skills 188
Problem analysis 196
Number crunching 201
Presentation skills 208
Project control 214
Contents
11 Quality design and process flow 223
Introduction 223
Designing the service 223
Ten steps to quality design 224
Quality process flow 229
Types of flow chart 230
Layout analysis 231
What can we learn from layout analysis? 235
Ideal or perfect work charting 236
Process flow charts 239
Logic flow charts 241
Summary 242
12 Training for quality 247
Introduction 247
Why undertake training? 247
Who should be trained? 249
How to train 249
Ten key quality slides for managers 251
Training the managers 261
Using examples — dishwashing 262
Training for staff 266
Planning and monitoring training 274
13 Quality management information 279
Introduction 279
Hierarchy of management information 281
Key achievement targets 283
Measurement of quality data 284
Selection of management information measures 286
Selection of quality measures 287
Management information charter 291
Review and use of management information 292
14 Recipe for success introduction of quality procedures 295
Introduction 295
Advantages of procedures 296
ISO9000 (BS5750) 297
The process for obtaining ISO9000 298
Implementing procedures 306
15 Contingency planning 307
Introduction 307
Is there a real risk? 308
Statutory and industry requirements 308
Types of disaster 309
Causes of disasters 313
Steps to contingency planning 314
Prevention 315
Counting the cost 317
Contents JX
Assessing potential risk 320
Minimizing the damage 321
Contingency plan 324
Structure of the plan 326
Organizing for contingency 328
Co ordinating the contingency plan 330
Recovery planning and testing 331
Conclusions 333
Further reading 3 38
Index 3 39
|
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| dewey-ones | 332 - Financial economics |
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| dewey-sort | 3332.1 268 15 |
| dewey-tens | 330 - Economics |
| discipline | Wirtschaftswissenschaften |
| edition | 1. ed. |
| format | Book |
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| id | DE-604.BV008185173 |
| illustrated | Illustrated |
| indexdate | 2024-12-23T12:41:32Z |
| institution | BVB |
| isbn | 0412473003 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-005402098 |
| oclc_num | 26974532 |
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| owner | DE-739 DE-355 DE-BY-UBR DE-11 |
| owner_facet | DE-739 DE-355 DE-BY-UBR DE-11 |
| physical | XVI, 344 S. zahlr. graph. Darst. |
| publishDate | 1993 |
| publishDateSearch | 1993 |
| publishDateSort | 1993 |
| publisher | Chapman & Hall |
| record_format | marc |
| series2 | Strategic management of financial institutions |
| spellingShingle | Ansell, Tony Managing for quality in the financial services industry Commerciële dienstverlening gtt Geldverkeer gtt Kwaliteitszorg gtt Qualité totale ram Services financiers - Qualité - Contrôle ram Financial services industry Quality control Total quality management Bank (DE-588)4004436-1 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4004436-1 (DE-588)4219057-5 |
| title | Managing for quality in the financial services industry |
| title_auth | Managing for quality in the financial services industry |
| title_exact_search | Managing for quality in the financial services industry |
| title_full | Managing for quality in the financial services industry Tony Ansell |
| title_fullStr | Managing for quality in the financial services industry Tony Ansell |
| title_full_unstemmed | Managing for quality in the financial services industry Tony Ansell |
| title_short | Managing for quality in the financial services industry |
| title_sort | managing for quality in the financial services industry |
| topic | Commerciële dienstverlening gtt Geldverkeer gtt Kwaliteitszorg gtt Qualité totale ram Services financiers - Qualité - Contrôle ram Financial services industry Quality control Total quality management Bank (DE-588)4004436-1 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Commerciële dienstverlening Geldverkeer Kwaliteitszorg Qualité totale Services financiers - Qualité - Contrôle Financial services industry Quality control Total quality management Bank Qualitätsmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005402098&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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