implementation of total quality mangment
Post on 08-Apr-2018
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in
Made By:
Deep Brahmbhatt (05) Anis Dandiwala (09)
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Quality Approach
Quality Approach
External ApproachInternal
Approach
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If we talk about the external approach NIB bank is
focused on,
External Customers
Valued product and services
Customer retention
Increased customer base
Profitability and growth
External Approach
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Talking about the internal approach adopted by the bank
NIB is focused on,
Bank its people and processes
Efficiency and effectiveness in all aspects
Profitability and growth
Internal Approach
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Quality Management
a) Creativity
Definition:
Is able to conceive original, imaginative and
valuable ideas to solve problems andimprove processes.
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EFFECTIVE BEHAVIOUR
INDICATOR
LESS EFFECTIVE BEHAVIOUR
INDICATOR
Develops ideas and
thinks through to
innovative conclusions.Questions traditional
thinking in order to initiate
new perspectives.
Builds on information
and ideas provided by
others.Acts quickly to grasp and
develop novel
Opportunities.
Prefers to use tried and tested
methods to solve problems rather
than think of new and innovativesolutions.
Sees opportunities as risks; talks
about the dangers and risks rather
than the potential benefits.
Actions ideas giving appropriate
thought only to short-term benefitsand immediate impact.
Creativity
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Continuous Learning
Definition:
A strong personal commitment to self-development
reflected in an underlying curiosity to know moreabout people, things, issues, stretching beyond what
is routine or required job knowledge.
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Services
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A .Credibility
Credibility is important to demonstrate the good
reputation of the bank.
B. Security
Security is another important matter to articulate
the safety for the customers to use the bank's
ATMs anytime and to protect the credit card
against unauthorized use.
Services
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C. Empathy
Empathy or accessibility is another key related factor
that enables customers to deal with their banks more
easily.
D. Communication
Communication dimension is also very important in NIB
bank. It believes that when the customer complains, the
bank manger should be interested to listen to thecustomer regarding their complaints through proper
communication.
Services
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Quality of customer service
Process of getting concerns resolved
About information available on internet
About customer service representative
How they contact with the bank
Do they quickly identify your problem
About NIBs product and services
CUSTOMER SATISFACTION:
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ThankYou
ThanksTo:
Prof.ChetanJadav
S.V.M.I.T.,Bharuch.
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