Professional Course

Managing Quality in Retail Banking Service

4 days
3,495 USD
Next course start
Inquire for more information See details
4 days
3,495 USD
Next course start
Inquire for more information See details
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Course description

Managing Quality in Retail Banking Service

Quality of Banking Services remains a critical issue for customer satisfaction and loyalty in multi channel context.

Understanding of quality in technology-based service provision and quality management system for the alternative channels remain unexplored in the banking practice. The course focuses on the challenges the banks are facing and provides an insight into the process of formalization of Quality Management in banking.

Upcoming start dates

1 start date available

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  • Classroom
  • Dubai

Who should attend?

Who Should Attend

This course targets Bank Quality Managers, Department Managers, Customer Service Professionals.

Training content

Introduction to Quality Assurance and Control

  • Quality Assurance and Control Principles
  • The Concept of Total Quality Management
  • The Origin and Philosophy of Total Quality Management
  • Obstacles to implementing TQM

Quality Service in Banking

  • Measuring Gaps between Delivered Service and Customer's expectations
  • Customer's Feedback
  • Customer's Expectations
  • Management Perception
  • Service Quality Specifications
  • Service Delivery
  • External Communication

Quality Tools for Retail Banking

  • External Tools
    • Customer Satisfaction
    • Complaint Management
    • Behavioral Standards
    • Support Tools
  • Internal Tools
    • Employees Satisfaction
    • Process Cartography
    • ISO Certification
    • Internal Evaluation Methods
    • Other Support Tools

Implementing a Culture of Quality

  • Putting Principles into Practice
  • Leadership: Taking Ownership of the Quality Leadership Philosophy
  • Total Quality Management as leadership principle
  • Implement a Business Strategy driven by your Customers
  • Focusing on Continuous Improvement – Audit and Review
  • Leadership Commitment and Involvement
  • Barriers to TQM Organizational Culture Change

Certification / Credits

  • Define the major benefits to the bank of Total Quality Management
  • Understand the impact of leadership to support quality management systems
  • Develop measuring and improvement processes for quality assurance and control
  • Describe how TQM can be introduced into banking
  • Identify useful quality improvement techniques for continual improvement

Why choose Convertas?

Founded in 2006

12 Specialized trainers

100% of happy clients

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Convertas Management Consultants
214, DBC2, Arjan
124534 Dubai

Convertas Management Consultants

CONVERTAS offers a series of specialized training services across all areas of business, helping employees develop and increase their skills. Our highly qualified trainers through our specifically designed courses and workshops, as well as our innovative training methodology, will provide...

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