Quality Service at National Westminster Bank ‐ The Continual Striving for Excellence
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 April 1990
Abstract
The theme of this article is a reflection on the strategic importance of Quality Service, by staff from NatWest who are a major force in world banking. Amongst the main findings are that a Quality Service Programme which fosters continuous incremental improvement is an essential feature in NatWest′s vision and mission to remain the Number 1 Bank in the market‐place and that to maintain the interest of staff there is a need for new initiatives to be continuously injected into the programme. It is also pointed out that in the future the financial services market will become more competitive, and only those institutions which are totally committed to improving service and operational efficiency will survive.
Keywords
Citation
Goodstadt, P. and Marti, R. (1990), "Quality Service at National Westminster Bank ‐ The Continual Striving for Excellence", International Journal of Quality & Reliability Management, Vol. 7 No. 4. https://doi.org/10.1108/02656719010138812
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited