Essays on Total Quality Management in Banking Industry Report

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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.

References

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Denham Lincoln, N., Travers, C., Ackers, P. and Wilkinson, A., 2002. The meaning of Empowerment: The Interdisciplinary Etymology of a New Management Concept. International Journal of Management Reviews, Vol 4(3), pp. 271-290.

Emerald Insight Staff (CB), 2005. Implementing effective TQM. Bradford, UK: Emerald Group Publishing Limited, p 2. http://site.ebrary.com/lib/boras/Doc?id=10149900&ppg=2.

Grönroos, C. 2001. Service management and marketing: a customer relationship management approach. England: John Wiley and sons limited. 2nd edition.

Hills, F and Huq, R., 2004. Employee Empowerment Conceptualization, Aims and Outcomes. Total Quality Management. Vol. 13 (8) pp 1025-1041.

Lin, C. 2002. Journal of Psychology, 136(5), 555-560 Empowerment in the Service industry: an empirical study in Taiwan.

Looy, B. Gemmel, P. & Roland Van D., 2003. Services management: an integrated approach. Great Britain: Pearson education limited. 2nd edition.

Pheng, L.S., and Jasmine, A.T., 2004. Implementing Total Quality Management in Construction firms. Journal of management in Engineering. Vol. 20 (1). pp 1-9.

Savolainen, T., 2000. Leadership strategies for gaining business excellence through total quality management: a Finnish case study.

Sureshchander G. S, Chandrasekharan R, & Anantharaman, N. 2002. Determinants of customer perceived service quality: a confirmatory factor analysis approach. Journal of services marketing 1(16) 9-34

Ugboro, I.O., and Obeng, K., 2000. Top management leadership, employee empowerment, job satisfaction and customer satisfaction in TQM organization: an empirical study. Journal of Quality Management. Vol. 5 pp 247-272.

Hughes, A., 2004, ‘NAB Clings On To No.1 As Shares Fall’ April 19, 2004 http://www.theage.com.au/articles/2004/04/18/1082226636145.html? Accesses October 10, 2011

Chiang, H. 2005. ‘An Empirical Study of Corporate Governance and Corporate Performance’. The Journal of American Academy of Business, Vol. 6, No 1, pp. 95-101.

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