Quality Management in Bank Muscat

3430 Words Aug 14th, 2008 14 Pages
Quality Management in Bank Muscat

“’Quality is the degree of excellence, which a thing possesses”. Rowland-Jones & O’Brien (2005, p201)

1.0 Introduction
In this assignment I am concerned about maximising the level of quality in Bank Muscat and the way of keeping the promise of meeting the standard that are reached and gave to customers and the people with whom company is dealing. It is easy to reach a specific standard but it is difficult to keep to that level especially with the different competitions that are faced from different factors such as other commercial banks in Oman and the International Standard of Organization (ISO). 1.1 An overview of BankMuscat(Sample Organisation)
BankMuscat assets are worth over USD 8.5
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Quality planning and control can be divided into six steps as follows:
1. Defining the quality characteristics of the product or service
2. Decide how to measure each quality standard
3. Set quality standards for each quality characteristic.
4. Control quality against those standard.
5. Find and correct causes of poor quality
6. Continue to make improvements
As per assignment requirement first step is discussed in detail as follows:
2.0 Defining the quality characteristics of the product or service

Functionality – it includes how well the product or service does the job for which it was intended. It include performance and features (e.g. HD TV – Quality of picture)

Appearance - aesthetic appeal, look, feel, sound and Smell of the product or service

Reliability - consistency of product or service’s performance over time (e.g. does the bus run on time)

Durability - the total useful life of the product or service (e.g. how long before the bus breaks down)

Recovery - the ease with which problems with the product or service can be rectified or resolved.

Contact - the nature of the person-to-person contacts that take place. it could include the qualitative features of staff such as courtesy, empathy, sensitivity and knowledge of contact staff.

3.1 Total Quality Management TQM is a term coined in the USA for a quality management system, which emphasises the ideas of the quality gurus. The term was first used by Feigenbaum, but represents
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