Quality Management in Bank Muscat

Senior leadership must determine and direct the level of quality that is acceptable within the organization. Leadership should prioritize areas of quality and use data based on benchmarks from other facilities. (Dlugacz, 2006). In addition the author states there are some important areas that must be monitored for quality. Compliance must be followed by leaders and all

The key ideas of Deming 's on quality lies in his understanding the importance of change. In Out of the crisis he states: “The key problem in both management and leadership is failing to understand the information in variation”.

The purpose of this paper is to propose on outline for evaluating the quality improvement initiative and financial implications, along with giving a description of specific metrics. A recommendation will be discussed as to how the organization can represent the data related to the quality improvement issue for ongoing monitoring. Also, there will be an explanation of how the organization can create an integrated view of performance that links finance and quality.

As individuals we all have our own perspective on what would amount to quality. With regards to the general public we are a nation of extreme diversity, with individuals and families from a wide-range of nations, cultures, personal beliefs and superstitions. Therefore, quality may and will have contrasting opinions, or values, an example could be as follows: Each of us having a fine meal at a restaurant may or would have contrasting opinion on the setting, service, and the overall quality of the food.

Quality: the standard of something as measured against other things of a similar kind; the degree of excellence of something

The article highlighted several areas on how quality management affects the performance of an organization. Studies done have come back with mixed results. Some studies have proven that implementing quality implementation can have many benefits to an organization. However some studies have shown that organizations that have implemented total quality managements do not necessarily outperform organizations that do not or have not implemented total quality management programs. Of the results that have been published for organizations that had issues with quality management implementation several

In order for integrating the finance and quality with the performance the management has to focus on different price range and best value that

A quality management system represents a specific implementation of quality concepts, standards, methods, and tools, and is unique to an organization.

myth that quality is simply a feeling of 'excellence'. His view is that once a

Thus, each bank needs to differentiate their product offers to customer, strengthen their portfolio, and improve services, etc depending on its strategies.

The President Ralph Larsen has realized that Wengart has some major problems with the quality however he is focusing on the profitability instead of the longevity of the company. He needs to have the team focus on improving the quality problem or the company’s profits will continue to decrease. Larsen in the effort to improve the quality has decided to seek out help from an OD practitioner who suggests to Ralph to implement Top Quality Management (TQM). Larsen feels that this should be easy to implement and hands it off to Kent Kelly the Vice President. He feels that the TQM program was a matter of common sense (Brown, 2011, p. 365).

Dr. W. Edward Deming is best known for reminding management that most problems are systemic and that it is management's responsibility to improve the systems so that workers (management and non-management) can do their jobs more effectively. Deming argued that higher quality leads to higher productivity, which, in turn, leads to long-term competitive strength. The theory is that improvements in quality lead to lower costs and higher productivity because they result in less rework, fewer mistakes, fewer delays, and better use of time and materials. With better quality and lower prices, a firm can achieve a greater market share and thus stay in business, providing more and more jobs.

Statistical methods such as Loss Function; eliminating variations of design characteristics and "noise" through robust design and processes

Deming, Juran, and Crosby all define quality in different ways. Deming defines quality as a continuous improvement and the ultimate goal is zero defects; however, he realizes an error free product may not be economically feasible or practical (Kerzner, 2009, p. 880). Deming also states a product or service is defined by the customer and quality is a relative term and will change based on the customer’s needs (Suarez, 1992, p.3)

Quality is never an accident it is always the results of high intention, sincere efforts, intelligent directions and skillful execution, it represents the wise choice of many alternatives.