Quality Management Systems and Processes. The Case of Barclays

Table of Contents

1 Task 1
1.1 Background
1.2 Quality Tools and Techniques
1.2.1 Seven Quality Control Tools
1.2.2 New Seven Quality Tools
1.2.3 Weakness of Q7 and N7

2 Task 2
2.1 Solving Customer Related Problems at Barclays Bank
2.2 Example 1
2.2.1 Process Analysis
2.2.2 Brainstorming
2.2.3 Customer Feedback
2.3 Example 2
2.3.1 Online Banking Service
2.3.2 Services in Branches
2.3.3 Overall Service Quality
2.3.4 Conclusion

3 Reference

Table of figures

Figure 1: Pareto Chart

Figure 2 : Histogram

Figure 3 : Flow charts

Figure 4: Scatter Diagram

Figure 5 : Cause & effect diagram

Figure 6 : Check Sheets

Figure 7 : Control Charts

Figure 8 : Relationship Between Q7 & N7

Figure 9: Application Steps of Quality tool in a process (Aichouni, 2018)

Figure 10: Ishikawa Fishbone Diagram

Figure 11: Pareto Chart

Figure 12 : Twitter Complaint by Customer

Figure 13 : Twitter by Barclays Bank

Figure 14 : Quality Scores (GfK, 2019)

1 Task 1

1.1 Background

With the increasing demands of customers such a need for better products and services, the current global market has been highly competitive. The source of high products and priced services from small labor costs is increasing for most markets. With the current market competitive threats, improved and results-oriented strategies are essential for organizations and businesses (Chun Hung Cheng, 2012).

It is the customers that are the vital element of all companies and organizations. In most cases, the sales of companies and organizations are determined by customers based on their observation of service quality plus products (Henrik Eriksson, 2010).

Quality tools contribute to improving product, service and process quality. A quality tool is designed in accordance with a defined procedure in order to perform a specific task. It enables improvements and changes to be directed and supported. Two groups can be divided into quality tools: conventional tools and additional instruments. Traditional instruments include the Pareto chart and Ishikawa scheme, which were developed in Japan. The additional tools are less used or are used to solve a problem (Nigel Slack, 2010).

1.2 Quality Tools and Techniques

Majority of large establishments use quality tools for different quality control and quality assurance purposes. Though there are decent amount of specific quality tools available for some fields, arenas and practices, some of the quality tools can be used across such areas. These tools of quality remain very general further can be applied in any situation or condition.

In organizations, basic seven quality tools are used. These quality tools can deliver a great deal of information about organizational problems that will help to derive solutions for the same (Juan José Tarí, 2014).

1.2.1 Seven Quality Control Tools

Numerical method and graphic method are important points, charts are significant when analyzing problems. Seven quality tools is also called as Q7 , Some individuals say that control chart also is one of the diagrams and stratified sampling is one of the important seven quality control tools (Tony, 2018).

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Figure 1: Pareto Chart

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Figure 2 : Histogram

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Figure 3 : Flow charts

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Figure 4: Scatter Diagram

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Figure 5 : Cause & effect diagram

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Figure 6 : Check Sheets

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