The paper “ Total Quality Management in Banking Industry ” is a perfect example of a report on management. Employee empowerment is creating a working environment where an employee is permitted to make his own decisions in particular work-related situations. The decisions can be large or minute, and the size and effect of the decision are up to the manager. The logic behind employee empowerment is to boost the employee’ s responsibility, to build employee morale as well as to enhance the quality of an organization’ s employee’ s work life. Having the ability to delegate some duties to employees can give top management more time to focus on areas where their attention is needed more in the organization (Denham et al.
2002). In an employee empowerment organization, the manager-employee relationship is inverted. Rather than the employee working for the manager, the manager essentially will dealing with the requirements of the employees. In order for employee empowerment to be successful, the employees have to be properly trained and they ought to have access to any information related to their extra responsibility. This paper discusses how employee empowerment impacts on service quality and customer satisfaction in the banking industry (NAB – National Australia Bank) (Sureshchander et al.
2002). 2.0 Problem discussionIn banking organizations, the general offering in a specific industry is generally similar, although they might engage in different approaches to achieving a differentiation form the others, so as to gain more market share and customers in the industry. Gronroos (2001; p. 134) states that “ almost any retailing bank can provide an individual with retailing services, but not every bank manages to treat customers in a manner that they are pleased with” .
Service providers thus seek to differentiate themselves from their rivals by offering customers a higher quality of services than their competitors, which makes the basis of their competition to be defined by their services. A bank is not able to inspect its services and products to weed out unsatisfactory ones before they are presented to the customer.
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