What is happening in “quality” in the financial
services?

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The TQM Magazine

ISSN: 0954-478X
Currently published as: The TQM Journal
Incorporates: Training for Quality

Online from: 1988

Subject Area: Managing Quality

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Document Information:
Title:	What is happening in “quality” in the financial services?
Author(s):	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.)
Citation:	Adrian Wilkinson, Darren McCabe, David Knights, (1995) "What is happening in “quality” in the financial services?", The TQM Magazine, Vol. 7 Iss: 4, pp.9 - 12
Keywords:	BPR, Financial services, Quality, TQM, United Kingdom
Article type:	Research paper
DOI:	10.1108/09544789510092863 (Permanent URL)
Publisher:	MCB UP Ltd
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.