An evaluation of how the quality management tools and techniques can be aligned with the company’s business objectives as well as the systems and processes, with a view to maintaining and improving the organisation’s competitiveness into the future. This is in the context of increasing competition from other companies operating in the same business sector.
Inhaltsverzeichnis (Table of Contents)
- Task 1
- Background
- Quality Tools and Techniques
- Seven Quality Control Tools
- New Seven Quality Tools
- Weakness of Q7 and N7
- Task 2
- Solving Customer Related Problems at Barclays Bank
- Example 1
- Process Analysis
- Brainstorming
- Customer Feedback
- Example 2
- Online Banking Service
- Services in Branches
- Overall Service Quality
- Conclusion
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This paper explores the application of quality management systems and processes in the context of Barclays Group. It aims to analyze the use of quality tools and techniques in addressing customer-related problems within the organization. The paper examines specific examples of how these tools are employed to improve customer service and overall service quality.
- Quality Tools and Techniques
- Customer Service and Quality
- Process Improvement and Problem Solving
- Barclays Group Case Study
- Quality Management in the Financial Sector
Zusammenfassung der Kapitel (Chapter Summaries)
Task 1
Chapter 1 provides background information on the importance of quality management in today's competitive market, emphasizing the role of customer satisfaction. The chapter introduces the concept of quality tools and their classification into traditional and additional instruments. The seven quality control tools (Q7) are discussed in detail, including the Pareto chart and the Ishikawa diagram. The chapter concludes by exploring the benefits and limitations of these tools.
Task 2
Chapter 2 focuses on the practical application of quality tools in addressing customer-related problems at Barclays Bank. Two specific examples are provided: customer complaints regarding a specific service and issues related to online banking. The chapter demonstrates how the chosen quality tools, including process analysis, brainstorming, and customer feedback, are implemented to identify and resolve these issues.
Schlüsselwörter (Keywords)
Quality Management, Quality Tools and Techniques, Customer Service, Process Improvement, Problem Solving, Barclays Group, Financial Sector, Pareto Chart, Ishikawa Diagram, Brainstorming, Customer Feedback.
- Citation du texte
- Luxmi Kanth Navaneethan (Auteur), 2019, Quality Management Systems and Processes. The Case of Barclays, Munich, GRIN Verlag, https://www.grin.com/document/538262
