Quality Value Banking - New Management Approach

• Autorzy: Martin Vovk
• Języki publikacji: EN

Abstrakty

EN

The one of couple new approaches to the quality management in financial institutions, mainly in commercial banks is presents via Quality Value Banking. It means managing banking value through banking strategy oriented to quality of offered products and services. Differences between Quality Value Banking and classic methodologies used before are following Quality Value Banking examines cost of quality from a different viewpoint; organization is included as a component of quality; Quality Value Banking views customer service as only one part of quality program, not the alpha and the omega; Quality Value Banking ties it all back to financial performance improvement, directed at long-term results. The system of Quality Value Banking is built on the monitoring cost of quality, organizing for quality, quality customer service. Quality Value Banking is methodology for instilling a customer and quality focus in the bank and a tool to use in information-gathering and problem-solving. Quality Value Banking is a way to do business. (original abstract)

Słowa kluczowe

EN

Banking; Quality management; Customer service

PL

Bankowość; Zarządzanie jakością; Obsługa klienta

• Czasopismo: Prace Naukowe / Akademia Ekonomiczna w Katowicach
• Rocznik: 2006
• Tom: Współczesne problemy finansów, bankowości i ubezpieczeń w teorii i praktyce. T. 1
• Strony: 271--277

Twórcy

autor

Martin Vovk

• University of Economics in Bratislava, Slovakia

Bibliografia

• Gray J.L., Harvey T.W.: Quality Value Banking, John Wiley & Sons, Inc. New York, 19 p. 80.
• Juran J.M.: Juran on Leadership for Quality: An Executive Handbook, New York, Free Press, 1989, p. 199.
• Gray J.L., Harvey T.W.: Quality Value Banking, John Wiley & Sons, Inc. New York, 1992, p. 83.
• Gray J.L., Harvey Т.W.: Quality Value Banking, John Wiley & Sons, Inc. New York, 1992.
• The Wall Street Journal - NBC News Poll, November 12, 1990.