Statistical Quality Control in Retail Banking

Mahmoud M. Yasin · Ronald F. Green · Marwan A. Wafa

12 citations0/0 files storedInternational Journal of Bank Marketing

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Advanced Statistical Process Monitoring Customer Service Quality and Loyalty Management Systems and Quality Improvement

Abstract

The importance of quality and statistical quality control as strategic tools, well established in the manufacturing community, has recently been extended to the service sector. The application of statistical quality control techniques within the banking industry is discussed. Recommendations for establishing a quality control programme within a typical banking service environment are provided.

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1985Quality counts in services, too 1989Quality in the Service Sector: A Review 1987Applied production and operations management 1981Production/Operations Management: Concepts and Situations

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