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ACHIEVING QUALITY IN FINANCIAL SERVICE ORGANIZATIONS: HOW IDENTIFY AND STATISFY CUSTOMER EXPECTATIONS

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Two consultants examine the need for increased attention to quality in this rapidly growing and changing field. Drawing on numerous examples of successful quality improvement programs in banks, insurance companies, and other organizations, the authors provide detailed suggestions for improving accuracy, timeliness and consistency in service delivery. Changing employee attitudes to reflect the organization's commitment to quality also is covered. Accounting professionals in financial service organizations, particularly at the management level, will want to examine this book. Journal of Accountancy

As a result of the deregulation and diversification of the financial service industry, consumers in the 1980s can choose from among a wide range of options. As full-line services are offered by more companies--from banks to insurance firms to mail order and department store chains--competition has grown intense. Financial organizations must distinguish basically similar products and services from those of other companies in order to attract and retain today's increasingly sophisticated customer. This practical handbook, written by two experienced consulting executives in the field, shows how to compete successfully by improving the quality, selection, and delivery of services. Based on proven, field-tested methods developed by the Robert E. Nolan Company, a leading consultant to the banking and insurance industries, it presents clear, step-by-step methods for designing and implementing financial service packages that will satisfy customer needs.

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Availability

10000575

332.102688 GRA a

RLC MM (Rak Buku Umum)

Available

Detail Information

Series Title

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Statement of Responsibility

Robert E. Grasing

Call Number

332.102688 GRA a

Publisher

Connecticut : Quorum Books., 1988

Collation

viii, 252 p. : ill ; 24cm.

Language

English

ISBN/ISSN

0-89930-230-0

Classification

332.102688

Content Type

-

Edition

-

Subject(s)

Buku Umum
Finance
Financial

Specific Detail Info

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Other version/related

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