Effective quality assurance in the personal investment industry: part 1 ‐ an impossible task?
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 1998
Abstract
This paper is a response to a consultative document by the Personal Investment Authority (PIA), the UK financial services industry regulator. The PIA exists, not because the industry is a monopoly or concerned with health or safety, but because of the unsatisfactory quality it has provided to its customers. The approach of the paper is to examine if the quality management principles developed in manufacturing during past years could be useful in addressing this problem. The paper appears in two parts; the second part proposes a different type of regulatory system.
Keywords
Citation
Groocock, J. (1998), "Effective quality assurance in the personal investment industry: part 1 ‐ an impossible task?", Managing Service Quality: An International Journal, Vol. 8 No. 6, pp. 407-413. https://doi.org/10.1108/09604529810235097
Publisher
:MCB UP Ltd
Copyright © 1998, Company