Can a leopard change its spots? ‐ seeking quality in financial services

Abstract

Argues that, in the world of financial services, many managers find the transition from traditionalist to team player a difficult challenge. Yet quality initiatives demand a team‐based approach, and managers need to do more than simply set up new structures, or flatten hierarchies, to initiate change. The threat to existing structures and styles of management has been researched through questionnaires, in‐depth case studies, and company visits, reaching the conclusion that although great strides have been made, much remains to be done.

Citation

Knights, D. and McCabe, D. (1997), "Can a leopard change its spots? ‐ seeking quality in financial services", Managing Service Quality: An International Journal, Vol. 7 No. 2, pp. 102-105. https://doi.org/10.1108/09604529710161487