Enhancing organizational performance in banks: a systematic approach

Abstract

To enhance their organizational performance, banks can benefit from the experiences of manufacturing firms and gainfully employ quality and process improvement philosophies with proven track records in manufacturing industries. This article presents a framework, which integrates root cause analysis with benchmarking, process reengineering and continuous improvement. A case study is employed to illustrate the application of the framework and to demonstrate how it can benefit a bank in lowering costs, enhancing productivity, responding to customer demands, reducing complaints and improving customer satisfaction.

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