“A bridge too far?”: consistent quality initiatives in financial services

Abstract

Quality initiatives demand that management and staff share a mutual interest in improving the quality of customer service through continuous improvement. These demands are currently being pursued against a background of organizational restructuring, redundancy and pressures on staff to increase productivity that are inconsistent with promoting a shared interest in improving service quality. Argues that management needs to reflect on the consistency of its actions in relation to the underlying rational of quality initiatives.

Citation

Knights, D. and McCabe, D. (1996), "“A bridge too far?”: consistent quality initiatives in financial services", The TQM Magazine, Vol. 8 No. 5, pp. 51-55. https://doi.org/10.1108/09544789610146051