What is happening in “quality” in the financial services?
Adrian Wilkinson
(Lecturer in Human Resource Management)
Darren McCabe
(Research Associate in the Financial Services Research Centre)
David Knights
(Professor of Organizational Analysis, all at the Manchester School of Management, UMIST, Manchester, UK.)
1584
Abstract
Questions whether “quality” is having as much impact in the financial services sector as the evidence of use of quality management techniques in the UK suggests. Explores the context within which “quality” is finding a place in financial services, and presents the findings of a postal questionnaire survey concerned with the extent of usage and the nature of the quality initiatives in the financial services sector.
Keywords
Citation
Wilkinson, A., McCabe, D. and Knights, D. (1995), "What is happening in “quality” in the financial services?", The TQM Magazine, Vol. 7 No. 4, pp. 9-12. https://doi.org/10.1108/09544789510092863
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited