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| Author: | Rust, R. |
| Title: | Return on quality at Chase Manhattan Bank |
| Journal: | Interfaces
1999 : MAR-APR, VOL. 29:2, p. 62-72 |
| Index terms: | MANAGEMENT SCIENCE QUALITY BANKS |
| Language: | eng |
| Abstract: | A method called "return on quality (ROQ)" has been proposed to evaluate the financial impact of efforts to improve service quality. It quantifies the projected net present value of an improvement project and calculates return on investment. During 1995 and 1996, Chase Manhattan Bank applied the method in a controlled experiment with four test branches and four control branches within the retail banking network, with a two-day training program aimed at enhancing service delivery and customer satisfaction. |
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