Investing in change

The TQM Magazine

ISSN: 0954-478X

Publication date: 1 May 1991

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

To read the full version of this content please select one of the options below

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
To rent this content from Deepdyve, please click the button.
If you think you should have access to this content, click the button to contact our support team.