Managing for Quality in the Financial Services Industry

Part 1 What is quality?: understanding the customers requirements understanding expectations why is quality important? quality is profitability how do quality management systems differ in financial services? the key to quality is measurement. Part 2 Attitudes and approaches: why are the Japanese so good at quality? can quality be achieved through performance related pay and MBO? what is TQM? what is ISO9000? what is quality analysis cost control(QACC)?. Part 3 Productivity and quality: post war development in the UK productivity and quality in financial services ways of measuring and managing staff towards productivity and quality. Part 4 The history of quality: developments in the 20th century W. Edwards-Deming et al statistical process control and continuous improvement. Part 5 Quick start to quality: the quality manager customer supplier interaction identifying the causes of quality problems resolving the problem. Part 6 Quality process and organization: development of a quality policy structure of the quality assurance unit allocating clear roles and responsibilities team development and informal reporting lines quality audits employment of outside consultants and auditors the process for introducing quality management. Part 7 Quality analysis and cost control: quality driven cost control identifying the main costs of poor quality support department analysis supplier analysis QACC development. Part 8 Motivating for quality and team work: motivation theories and Maslow Porter and Lawler Hackman and Oldham types of team work - quality circles, quality advancement groups operation of the team award schemes for developing quality. Part 9 Customer service quality management: talking to the customer monitoring your performance collecting monitoring information implementing customer service quality. Part 10 Tools and techniques: organization of teams developing creative skills number crunching project control. Part 11 Quality design and process flow: designing the service ten steps to quality design ideal work charting types of flow chart what can we learn from layout analysis? Part 12 Training for quality: why undertake training? how to train ten key quality slides for managers training the managers training for staff planning and monitoring training. Part 13 Quality management information: hierarchy of management information key achievement targets measurement of quality data selection of MI measures selection of quality measures management information charter. Part 14 Introduction of quality procedures: advantages of procedures ISO9000 (BS5750) implementing procedures. Part 15 Contingency planning: types of disaster steps to contingency planning prevention minimizing the damage recovery planning and testing.