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Examining Financial Service Performance through Quality Management Lens’.

Kumar, Maneesh; MacKerron, Grant

Authors

Maneesh Kumar

Grant MacKerron



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.

Presentation Conference Type Conference Paper (unpublished)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
Contract Date Aug 5, 2015

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