tqm structure in banking sector (1)

TQM STRUCTURE IN BANKING SECTOR

STANDARD CHARTERED

BANK LIMTED

HABIB BANK LIMITED

GROUP MEMBERS

SABEEN AHMEDMAIDA SHAHID

MANISHA HASEJASUMAN KUMARI

WARDA GUL

INTRODUCTION OF STANDARD CHARTERED BANK

•Today Standard Chartered is the world's leading emerging markets bank employing 30,000 people in over 500 offices in more than 50 countries •Standard Chartered has been in Pakistan since 1863 and is one of the longest operating foreign banks.•In Pakistan S.C is focused at commercial and personal banking

•Habib bank limited was the first commercial bank to be established in Pakistan in 1947 and headquartered in Habib Bank Plaza, Karachi, Pakistan. •HBL is Pakistan’s largest private sector banking network providing services to government employees and corporations as well, with over 1462 branches in Pakistan and 19-21 branches worldwide.

INTRODUCTION OF HABIB BANK

QUALITY

Standard Chartered defines: Quality as ‘the way people see us’. ……..How focused we are to deliver the service.

HBL: Quality is when…………..Customer expected and implied requirements are met fully.

Pakistan Standard Charterd Bank

Dubai Hub Group

Singapore Office

London Head Office

CEO

EXECUTIVE DIRECTOR

REGINONAL MANAGER

BRANCH MANAGER

BRANCH MANAGER

REGINONAL MANAGER

BRANCH MANAGER

BRANCH MANAGER

REGINONAL MANAGER

BRANCH MANAGER

BRANCH MANAGER

Standard Chartered Bank Limited

ORGANIZATIONAL STRUCTURE

RE-engineering

head

Consumer Banking

Managers Committee Segments

Wealth management

Personnel Segment

Retail Segment Distribution

Service Quality

/ReengineeringCompliance

IMPROVEMENT DEPARTMENTS:

Re-engineering

Head

Complaint manageme

nt head

Service Quality

Manager

NPS and custome

r service manage

r

First line complain

t handling officer

QUALITY DEPARTMENT:

ChairmanBoard of Directors

President

country Heads

General Manager

Branch Manager

SERVICE QUALITY DEPARTMENTbranch

Operations manager

Business operations

Manger

Regional chief

Deputy GeneralManager

Operations

Head office

HABIB BANK LIMITED:

oPERCEPTIONo MIND SET oMOTIVATION oAPPRECIATION oQUALITY IS

RESPONSIVENESSoASSURANCE AND RELIABILITY oPERSONALIZED CARE

DIMENSION OF QUALITY IN SERVICES

GOAL SETTING AND

BENCHMARK

PROCESS DOCUMENTATION

EMPLOYEE EVALUATION

Recommendation

Chairman

Board of Directors

Zonal head (karachi)

branch manger

branch manager

zonal head (islambad)

branch manager

branch manger

Zoanal head (lahore)

branch manger

branch manger

THANK YOU !!