tqm structure in banking sector (1)
TRANSCRIPT
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TQM STRUCTURE IN BANKING SECTOR
STANDARD CHARTERED
BANK LIMTED
HABIB BANK LIMITED
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GROUP MEMBERS
SABEEN AHMEDMAIDA SHAHID
MANISHA HASEJASUMAN KUMARI
WARDA GUL
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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
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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.
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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
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RE-engineering
head
Consumer Banking
Managers Committee Segments
Wealth management
Personnel Segment
Retail Segment Distribution
Service Quality
/ReengineeringCompliance
IMPROVEMENT DEPARTMENTS:
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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:
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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:
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oPERCEPTIONo MIND SET oMOTIVATION oAPPRECIATION oQUALITY IS
RESPONSIVENESSoASSURANCE AND RELIABILITY oPERSONALIZED CARE
DIMENSION OF QUALITY IN SERVICES
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GOAL SETTING AND
BENCHMARK
PROCESS DOCUMENTATION
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EMPLOYEE EVALUATION
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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
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THANK YOU !!