Investing in change
Abstract
Outlines how Girobank adopted TQM management techniques for the financial services sector. Illustrates the way Girobank gained commitment to the project from management and employees in Girobank′s operations directorate through workshop training sessions. Diagrams shows how quality projects can translate into direct financial benefits and improvements in customer satisfaction ratings. Lists the achievements of the project during the past three‐and‐a‐half years and concludes with a summary of the benefits of embracing TQM at Girobank.
Keywords
Citation
Memmott, D. (1991), "Investing in change", The TQM Magazine, Vol. 3 No. 5. https://doi.org/10.1108/09544789110032322
Publisher
:MCB UP Ltd
Copyright © 1991, MCB UP Limited