Examining Financial Service Performance through Quality Management Lens’.

Kumar, Maneesh; MacKerron, Grant

Abstract

Application of quality initiatives like Lean and Six Sigma is relatively new in UK
financial services (FS), and its application is receiving increasing importance in the
current climate of economic meltdown. This paper analyzes the quality management
(QM) practices in UK FS and its role in improving the efficiency and effectiveness of
business processes in the current financial crisis period. Semi-structured interviews
were conducted in three giant FS firms in UK. The findings indicated that UK FS are at
its inception stage of quality management understanding and application.

Citation

Kumar, M., & MacKerron, G. (2010, June). Examining Financial Service Performance through Quality Management Lens’. Paper presented at 2nd World P&OM Conference and 17th International EurOMA Conference on Managing Operations in Service Economies

• Presentation Conference Type: Conference Paper (unpublished)
• Conference Name: 2nd World P&OM Conference and 17th International EurOMA Conference on Managing Operations in Service Economies
• Start Date: Jun 6, 2010
• End Date: Jun 9, 2010
• Publication Date: 2010
• Deposit Date: Aug 5, 2015
• Publicly Available Date: Aug 5, 2015
• Peer Reviewed: Peer Reviewed
• Keywords: Quality Management; Case Study; Financial Services
• Public URL: http://researchrepository.napier.ac.uk/id/eprint/8948