TQM National Commercial Bank PDF
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Added on 2021-04-21
TQM National Commercial Bank PDF
Added on 2021-04-21
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Running head: TQM NATIONAL COMMERCIAL BANK Name of the StudentName of the UniversityAuthor Note
1TQMAcknowledgementI certify that the assignment is done by me, with the help of personal research and study. I havealso acknowledged the sources and the materials that have been used for preparing thisassignment.I also certify that this assignment has not been submitted previously for assessment related to anyother course. I have also not copied any part or whole of the assignment or plagiarized thesolutions of other students. I have also read the GBS policy related plagiarism and I understandthe implications.
2TQMExecutive SummaryIn the upcoming discussion, the report is going to describe the different kind of issues relateddecrease in sales due to low customer service quality along with issues relating to the sales willbe discussed as well. The main focus of the report is on the National Commercial Bank whichwas the first bank in Saudi Arabia that includes various departments like HR, Marketing andsales, retail banking and commercial banking. In this report, proper analysis is required to be done on major concern of the respective companythat is relating to the current area and status for the improvement of the total quality managementalong with coaching of employees along with hiring of the new employees in the entireorganization as well. The report will help in analyzing the PDCA cycle wherein the quality improvement team hashelped in finding most appropriate solutions and feedback loop to evaluate and monitor theperformance and this will help in assuring and achieving the published kind of mission as well.Finally, the proper methodology will be used as this will help in improving the performance inan effectual manner as well.
3TQMTable of Contents1.0Introduction.....................................................................................................................52.0Finding opportunity of the improvement........................................................................72.1Brainstorming technique.............................................................................................82.2 Affinity Diagram.......................................................................................................92.3 Decision Matrix/prioritization.................................................................................132.4 Problem Statement:..................................................................................................142.5 Mission Statement:..................................................................................................153.0 Organize team of Quality Improvement......................................................................154.0 Process Clarification....................................................................................................174.1 HR hiring of employees and coaching flow-chart...................................................175.0 Uncover cause of the weak capabilities of weak customer care executive.................185.1 Fish bone (Ishikawa) diagram.................................................................................195.2 Tools for Five Whys................................................................................................195.3 Check sheet..............................................................................................................215.4 Pareto matrix............................................................................................................256.0 Select improvement solutions......................................................................................287.0 PDCA (Plan, Do, Check and Act)...............................................................................307.1 Plan (Tree Diagram)................................................................................................317.2 Do Improvement......................................................................................................34
4TQM7.3 Check Process..........................................................................................................358.0 Conclusion...................................................................................................................39Recommendations..............................................................................................................40References..........................................................................................................................41
5TQM1.0Introduction1) Background: The National Commercial Bank is an organization in Saudi Arabia which has itsheadquarters in Saudi Arabia. The core of the company lies in the performance, courage andquality. The organization was established in the year 1953. The National Commercial Bank hasacquired the position of the biggest banking organization in Saudi Arabia. The company offersmany services like, AlAhli Mobile, AlAhli Online, AlAhli Corp, AlAhliTadawul. Thecommercial operations of the organization take place in many areas of Saudi Arabia. Thecompany consists of an employee base of 9631 people. The operations of the organization takeplace in state of the art and high-quality manufacturing facilities (Alahli.com., 2018). TheNational Commercial Bank aims at providing a wide range of financial services to the people ofSaudi Arabia. The organization continuously strives for excellence and it applies the total qualitypolicy to ensure that each of the services that are offeredto the customers are able to meet thehighest standards on an international basis. The various branches of the bank provide serviceslike, personal banking, corporate banking, investments and the investor relations. Theorganization has 512 branches in many different locations in Saudi Arabia and provides itsservices to more than 3.3 million customers. The company focuses on providing high level services to all the customers in the countrywith the help of various channels. The bank has been able to lead the way in the Islamic style ofbanking and have provided various innovative solutions as an alternative to the traditionalmethods to various customers. The mission of the company is mainly based on its core whichdeals with providing quality and performance to its customers. The major focus of the company
6TQMis based on the market of Middle East(Alahli.com., 2018). The report is mainly based on theimprovement that needs to be made in the operations of the company. The FOCUSPDCAtechnique will be applied by the management of the organization which includes, techniquesliked, multi-voting, decision matrix, brainstorming and further they have the aim to improve thequality of services that are provided to the customers. 2) Aim & objectives:The questions that will be answered in the report are as follows,What are major issues that have led to the loss of sales?What is the major problem in the operation which resulted in loss of revenues?What are the roots of the issues that are being faced by the organization?Explain the frequency and the probability of the major causes?What is the current operating process of the company?What are the ways suggested by which the process can be improved? Define the major KPIs that are related to the improvement of the company?Provide the results and the recommendations?3) The scope of the report:The capabilities that are related to the customer service executives.The capabilities of the sales manager to train the employees.The recruitment and the hiring related process of the company. The report will mainly emphasize on the ways by which the performance of the company can beimproved with the implementation of the Total Quality Management model.
7TQMBrain storming is done for the purpose of collecting new ideas.The technique of nominal group is used to encourage the participation of groupsin the organization.The technique of affinity diagram and multi-voting is used for the purpose oforganising the ideas and narrowing the areas related to selection. The root cause will be identified with the help of fish-bone diagram.The check sheet is used to collect the data and quantify the findings. Flow chart is used to clarify and further review the steps related to each process. The tree diagram is also used for the purpose of moving the ideas from thegeneral approach towards an approach which is more focussed. PDCA model is used as a technique of improvement.The report includes tabulations and charts which will help in depicting the existing process.2.0Finding opportunity of the improvementThe General Manager of the organization has decided to start project related to quality so that theperformance of the company and levels of employee satisfaction can be improved. Themanagement of the company consists of mainly 6 people:The General Manager The Human Resource ManagerThe Training ManagerThe Branch ManagerThe Assistant Branch ManagerActions:
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