implementation of total quality mangment

8/7/2019 Implementation of total quality mangment

1/13

in

Made By:

Deep Brahmbhatt (05) Anis Dandiwala (09)


2/13


3/13

Quality Approach

Quality Approach

External ApproachInternal

Approach


4/13

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


5/13

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


6/13

Quality Management

a) Creativity

Definition:

Is able to conceive original, imaginative and

valuable ideas to solve problems andimprove processes.


7/13

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


8/13

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.


9/13

Services


10/13

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


11/13

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


12/13

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:


13/13

ThankYou

ThanksTo:

Prof.ChetanJadav

S.V.M.I.T.,Bharuch.

implementation of total quality mangment

Documents