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| Author: | Knights, D. McCabe, D. |
| Title: | Quality in a retail bank: how would you measure something like that? (Qualitätssicherung) |
| Journal: | Journal of Management Studies
1997 : MAY, VOL. 34:3, p. 371-388 |
| Index terms: | |
| Freeterms: | BANK, UNTERNEHMENSPOLITIK, QUALITÄTSPOLITIK |
| Language: | eng |
| Abstract: | This paper explores a case study of TQM within the financial services sector. Often management do not understand the flaws/problems and philosophy behind TQM. They continue to adopt 'inconsistent' approaches, such as attempting to control costs and employees while espousing the importance of the customer and the need for a trust-based culture. Management cannot control quality in a simple top-down way , because of the indeterminancy of labour, the intangibility of customer satisfaction, and the complexity of organizational power and identity relations. |
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