National Commercial Bank: TQM and Improvement Strategies Report

This report provides a comprehensive analysis of the Total Quality Management (TQM) practices at the National Commercial Bank (NCB) in Saudi Arabia. It investigates issues impacting sales, customer service, and employee satisfaction. The report begins with an executive summary, followed by an introduction to NCB and its services. It identifies areas for improvement through techniques like brainstorming, affinity diagrams, and decision matrices. The analysis further explores the root causes of weak customer service through Ishikawa diagrams, the Five Whys, check sheets, and Pareto charts. The study also outlines the current operational processes, suggests improvement solutions, and implements the PDCA cycle (Plan, Do, Check, Act) for quality improvement. The report concludes with recommendations for enhancing NCB's performance, emphasizing the importance of TQM in achieving its mission of providing high-quality financial services. The report examines various departments, including HR, marketing, and sales, to evaluate the overall quality management strategy and employee coaching methods.

Running head: TQM
NATIONAL COMMERCIAL BANK
Name of the Student
Name of the University
Author Note

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Acknowledgement
I certify that the assignment is done by me, with the help of personal research and study. I have
also acknowledged the sources and the materials that have been used for preparing this
assignment.
I also certify that this assignment has not been submitted previously for assessment related to any
other course. I have also not copied any part or whole of the assignment or plagiarized the
solutions of other students. I have also read the GBS policy related plagiarism and I understand
the implications.

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Executive Summary
In the upcoming discussion, the report is going to describe the different kind of issues related
decrease in sales due to low customer service quality along with issues relating to the sales will
be discussed as well. The main focus of the report is on the National Commercial Bank which
was the first bank in Saudi Arabia that includes various departments like HR, Marketing and
sales, retail banking and commercial banking.
In this report, proper analysis is required to be done on major concern of the respective company
that is relating to the current area and status for the improvement of the total quality management
along with coaching of employees along with hiring of the new employees in the entire
organization as well.
The report will help in analyzing the PDCA cycle wherein the quality improvement team has
helped in finding most appropriate solutions and feedback loop to evaluate and monitor the
performance 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 in
an effectual manner as well.

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Table of Contents
1.0Introduction.....................................................................................................................5
2.0Finding opportunity of the improvement........................................................................7
2.1Brainstorming technique.............................................................................................8
2.2 Affinity Diagram.......................................................................................................9
2.3 Decision Matrix/prioritization.................................................................................13
2.4 Problem Statement:..................................................................................................14
2.5 Mission Statement:..................................................................................................15
3.0 Organize team of Quality Improvement......................................................................15
4.0 Process Clarification....................................................................................................17
4.1 HR hiring of employees and coaching flow-chart...................................................17
5.0 Uncover cause of the weak capabilities of weak customer care executive.................18
5.1 Fish bone (Ishikawa) diagram.................................................................................19
5.2 Tools for Five Whys................................................................................................19
5.3 Check sheet..............................................................................................................21
5.4 Pareto matrix............................................................................................................25
6.0 Select improvement solutions......................................................................................28
7.0 PDCA (Plan, Do, Check and Act)...............................................................................30
7.1 Plan (Tree Diagram)................................................................................................31
7.2 Do Improvement......................................................................................................34

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7.3 Check Process..........................................................................................................35
8.0 Conclusion...................................................................................................................39
Recommendations..............................................................................................................40
References..........................................................................................................................41

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1.0Introduction
1) Background:
The National Commercial Bank is an organization in Saudi Arabia which has its
headquarters in Saudi Arabia. The core of the company lies in the performance, courage and
quality. The organization was established in the year 1953. The National Commercial Bank has
acquired the position of the biggest banking organization in Saudi Arabia. The company offers
many services like, AlAhli Mobile, AlAhli Online, AlAhli Corp, AlAhliTadawul. The
commercial operations of the organization take place in many areas of Saudi Arabia. The
company consists of an employee base of 9631 people. The operations of the organization take
place in state of the art and high-quality manufacturing facilities (Alahli.com., 2018). The
National Commercial Bank aims at providing a wide range of financial services to the people of
Saudi Arabia. The organization continuously strives for excellence and it applies the total quality
policy to ensure that each of the services that are offeredto the customers are able to meet the
highest standards on an international basis. The various branches of the bank provide services
like, personal banking, corporate banking, investments and the investor relations. The
organization has 512 branches in many different locations in Saudi Arabia and provides its
services to more than 3.3 million customers.
The company focuses on providing high level services to all the customers in the country
with the help of various channels. The bank has been able to lead the way in the Islamic style of
banking and have provided various innovative solutions as an alternative to the traditional
methods to various customers. The mission of the company is mainly based on its core which
deals with providing quality and performance to its customers. The major focus of the company

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is based on the market of Middle East(Alahli.com., 2018). The report is mainly based on the
improvement that needs to be made in the operations of the company. The FOCUSPDCA
technique will be applied by the management of the organization which includes, techniques
liked, multi-voting, decision matrix, brainstorming and further they have the aim to improve the
quality 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 be
improved with the implementation of the Total Quality Management model.

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 Brain storming is done for the purpose of collecting new ideas.
 The technique of nominal group is used to encourage the participation of groups
in the organization.
 The technique of affinity diagram and multi-voting is used for the purpose of
organising 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 the
general 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 improvement
The General Manager of the organization has decided to start project related to quality so that the
performance of the company and levels of employee satisfaction can be improved. The
management of the company consists of mainly 6 people:
 The General Manager
 The Human Resource Manager
 The Training Manager
 The Branch Manager
 The Assistant Branch Manager
Actions:

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o They reviewed the sales related figures.
o They reviewed the complaints that were placed by the customers.
o The heads of the various units are invited to attend the session of brainstorming.
2.1Brainstorming technique
The process brainstorming is used for the problem-solving related activities of a group.
This is mainly applied when the group consists of people who have different levels of
intelligence and ideas. This further inspires people to produce their creative ideas to the
management (Zaveri et al. 2016). This session is conducted at the beginning of entire project and
it needs to address a question. The brainstorming has been conducted in this analysis,
I. This has helped in ruling out the criticism.
II. The different ideas of employees are welcomed.
III. The management requires huge number of ideas.
IV. The combination of various ideas is important for the purpose of improvement.
The question that was raised by the General Manager of the company was,
What are major required areas of improvement under the current condition of the economy and
the regulations that have been imposed on the expenditure of public?
The flow was developed by the group related to different problems from various different
perspectives which include, Sales, Marketing, Management, Training, HR and employee:
 The increase in turnover of young employees.
 The demonization levels of the employees.
 The strategy which is not focussed on completion.

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 The lack of belief of the employees on the strategies.
 The complaints that are made by the customers related to services.
 The development related plans for the employees are not clear.
 The pathway related to the career of employees is also not clear enough.
 The capabilities of the customer service executives are low as compared to the
representatives of the other organizations.
 The commercial plan for the organization was not attractive in nature.
 The ways of assisting the customers are outdated.
 The executives are not receiving promotions for a long time.
 The executives perceive that the HR works against them.
 The sales of the company are heavily dependent on government sector.
 The KPIs of the organization are related to the performance of the employees.
 The package provided to the employees is also not good enough.
 The vision of the organization is not clearly understandable by the employees.
2.2 Affinity Diagram
This is related to the various different ideas that are generated after the completion of the
brainstorming session. The affinity diagram is effective in handling huge number of ideas.
The steps related to affinity session:
Selecting and blocking the room which is free from distractions and disruptions.
The session is initiated with the explanation that is provided regarding the purpose
of the entire project.

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The posts are placed in a manner so that they are visible all the members or
employees.
The first objective of the project is set with the help of opinions, issues and the
ideas which are based on the natural relationships that are established between
them.
The participants need to be invited so that they can get involved in the process of
creating the groups based on similar ideas (Harboe and Huang 2015).
The participants need to search for the ideas which are related to each other.
The conflicts related to various ideas need to resolved.
The participants need to discuss about the patterns that are identified and then
focus on the various controversial ideas.
The ideas need to group and various headings are selected based on the
categorization of the groups (Widjaja and Takahashi 2016).
The team needs to be ready with to produce the affinity diagram after the session is completed
and the ideas also need to be ready so that they can be further shortlisted.
There are eight major issues that are shortlisted after the completion of affinity diagram which
are,
o The management of the organization can fail to communicate the strategy and
further they fail to make plans regarding the changes in the organization.
o The sales of the organization are heavily dependent on one major part of the
operations.

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o The employees of the organization are not happy about the plans that have been
made related to their development.
o The HR of the company fails to communicate with the various parts of the
company.
o The disruption that has been caused in the stocks of the company.
o The executives are unable to provide satisfactory services to the customers.
o The products and services in the pipeline are also quite poor.
o The customer service executives lack the capability as compared to the capability
that is possessed by the competitors.