Quality Management in Bank Muscat

* Total quality management (TQM): This model is concerned with the performance of all processes in an organisation, and the products and services that are the outcomes of those processes. It seeks continuous improvement and will involve everyone in the quest for quality.

Much like customer service, reliability and stability sound like traits you can only see once you start working with a supplier, but that’s not the case.

A core definition of total quality management (TQM) describes a management approach to long–term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work.

In communicating with customers, BestValue can communicate a consistent message of high-quality service in many ways. Reliability is described as consistent, accurate, and dependable when providing service. When requested by customers, the company should be able to oblige. BestValue should always be responsive. Training individuals in customer service will ensure that employees are ready and willing to assist customers when needed. Providing a guarantee that service will be stellar and prompt would convey assurance. The customer should feel as if they can trust BesValue. The business needs to portray that they care about

The extent to which a product's perceived performance matches a buyer's expectations. Customer might be

Total Quality Management (TQM) is the theory of continuous improvement that involves all workers in a business from upper management to production line workers. The focus of the improvement program is to improve customer service and reduce waste in the business (Kelchner, 2015). There are 8 key elements that TQM is built upon. These 8 elements

The total quality management (TQM) incorporates quality into all the activities of the organization through an ongoing process. This control makes sure that there is a continuous improvement in all the activities and there will not be any chances for defects. TQM ensures safety and helps improve customer satisfaction (Daft, 2014).

It is a continuous improvement in all aspects of an organization as a process and not as a short-term goal. TQM focuses on customer (patient) satisfaction, continuous improvement, teamwork, process management, systemization, organization culture and structure, and lastly commitment from management and supportive leadership. (Talib, F., Rahman, Z., & Azam, M. (2011).

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives”

Dependability sets a guideline of when to start stages of Marketing and Promotions and important so new members can give themselves time to join the Club early so the waiting list won’t apply to them.

So as to assess the service quality performance, the five dimensions of service quality model were used. From the five dimensions of service quality model, the banks were found to be top-quality in providing appealing service environment. The banks are good in tangibility, reliability, assurance, and empathy dimensions. The mean score value for responsiveness is last compared with other dimensions indicating lesser performance of these banks in this dimensions of service quality. This is the part where banks need to work with the aim of improving customer perception of service quality. Bank employee those who specially have contact with customer need to be continuously trained with proper skill of providing caring and prompt service.

Total Quality Management (TQM) is an improvement tool that is widely used in many companies. It consists of many aspects including Managing people as well as business processes in order to maintain customer satisfaction. With TQM, Businesses starts to do the right thing from the start and to ensure zero error. Therefore, it is important to learn the principle of TQM and how it acts in organizations with its advantages and disadvantages.

TQM is a management philosophy that seeks to integrate all organizational functions, it starts with identifying who are our customers and what are their requirements.

While it was found that all three of the attributes in the reliability dimension had relatively high levels of satisfaction, there is always room for improvements. It was found that the staff’s ability to keep the customer informed had the lowest relative satisfaction and the highest relative importance within the reliability dimension. It is important for the customer to be informed because it ensures their confidence in the staff member’s ability to complete the work (Customer Service and Complaints). When the customer is provided with updates on the progress of the work that needs completing, it is believed that higher levels of customer satisfaction will be achieved. As stated before, all of the attributes within the reliability dimension have relatively high levels of satisfaction; it is recommended that Marley’s continue to improve on their responsiveness.

Quality is a word which has been used for a very long time, lots of books have been written about it, and many of the world scientists have defined it in many different ways. In this research paper, I will emphasis on the Quality Management System, why is it important? What is it used for? What is the importance of having a Quality Management System? Many people think implementing QMS costs a lot and all the benefit is a piece of a paper which say that your company is certified in having QMS so you can only hang this picture or certificate on the wall and tell your smart customer that you have it. In fact, no blames on them, they have not used this system yet, they do not know that this system save a lot and a lot of money