This programme applies recognised quality management standards to a banking environment, where the product is a promise rather than an object.
Participants map processes, define satisfaction and quality indicators and practise the improvement methods that make measurable difference, including lean and structured problem solving. Complaints handling is treated as a source of information rather than a nuisance, and its interaction with internal audit and compliance is examined.
The programme closes with a quality charter, a dashboard and an annual quality plan. Participants leave able to run a quality function that operational teams take seriously.
Who it is for
Quality managers and process improvement staff in banks and financial institutions.