MANAGING QUALITY IMPROVEMENT IN FINANCIAL SERVICES - A FRAMEWORK AND CASE-STUDY

被引：11

作者：

BOADEN, RJ

DALE, BG

机构：

[1] Manchester School of Management, UMIST, Manchester M60 IQD

来源：

SERVICE INDUSTRIES JOURNAL | 1993年 / 13卷 / 01期

关键词：

D O I：

10.1080/02642069300000002

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This article describes a framework which highlights the key aspects of managing a process of quality improvement. Four aspects are described: organising, changing the culture, using systems and techniques, and measurement and feedback. The framework is illustrated by the example of one of the UK clearing banks, and details of the bank's quality improvement process are described. The article concludes with guidelines for other service organisations wishing to develop a process of quality improvement.

引用

页码：17 / 39

页数：23