Managing for quality in the financial services industry

목차 (Table of Contents)

• CONTENTS
• Series foreword = xi
• Preface = xiii
• Key areas = xv
• 1 Introduction - what is quality? = 1
• The quality clich$$\acute e$$ = 1
• What is quality? = 2
• Understanding the customers' requirements = 2
• Identifying your requirements = 4
• Is meeting customers' requirements enough? = 5
• Understanding expectations = 5
• Why is quality important? = 6
• Quality is profitability = 8
• Is the financial industry different in its quality requirements? = 9
• How do the systems of quality management differ in the financial services industry? = 11
• The key to quality is measurement = 11
• A starter for three = 11
• 2 Attitudes and approaches = 15
• Introduction = 15
• A few bad words about quality = 15
• Why are the Japanese so good at quality? = 19
• Can quality be achieved through performance related pay and management by objectives? = 20
• How do I bring about a real change in quality? = 21
• What is TQM? = 21
• What is IS09000? = 22
• What is quality analysis cost control (QACC)? = 24
• Which of the three processes should I use? = 25
• How do we achieve a real quality culture? = 26
• 3 Productivity and quality = 29
• Introduction = 29
• Post-war development in the UK = 29
• An example from the motor industry = 31
• Productivity and quality in financial services = 32
• Ways of measuring quality and productivity = 34
• Managing staff towards productivity and quality = 34
• 4 The history of quality = 37
• Introduction = 37
• Developments in the 20th century = 38
• W. Edwards-Deming = 39
• Joseph M. Juran = 40
• Philip Crosby = 41
• Dr. Gernchi Taguchi = 42
• The growth of quality management in the UK = 44
• BS5750/IS09000 = 45
• Total quality management = 45
• Statistical process control and continuous improvement = 46
• What can we learn from the Japanese approach? = 47
• 5 Quick start to quality: the quality manager and the quality process = 49
• Introduction = 49
• The quality manager = 50
• Who are your customers? = 51
• Fitness for purpose = 52
• Customer supplier interaction = 54
• Identifying the causes of quality problems = 56
• Selecting the key problems = 58
• Resolving the problem = 60
• Summary = 63
• Quality takes effort = 64
• The quality process = 67
• Conclusion = 77
• 6 Quality policy and organization = 79
• Quality is not just a warm feeling = 79
• Development of the quality policy = 80
• Structure of the quality assurance unit = 87
• Allocating clear roles and responsibilities = 90
• Team development and informal reporting lines = 93
• Quality audits = 94
• Employment of outside consultants/auditors = 96
• The process for introducing quality management = 97
• Conclusions = 101
• 7 Quality analysis cost control (QACC) = 103
• Introduction = 103
• Cost reduction approaches = 104
• Quality driven cost control = 106
• Quality cost identification = 107
• Analysis of quality costs = 109
• Identifying the main costs of poor quality = 111
• Selecting key measures = 117
• Measuring the cost of 'non-perfect' quality = 119
• Describing the costs = 121
• Bringing about change = 123
• Quality analysis cost control programme = 123
• Support department analysis = 128
• Supplier analysis = 129
• QACC development = 129
• 8 Motivating for quality and the use of teams = 131
• Introduction = 131
• Motivation theories and Maslow = 131
• Herzberg = 134
• Porter and Lawler = 134
• Hackman and Oldham = 136
• What can be learnt from the theories? = 138
• Need for teams = 141
• Types of team-work - quality circles = 142
• Types of team - quality advancement groups = 143
• Operation of the team = 146
• Central support for the teams = 149
• Award schemes for developing quality = 152
• Motivating for quality = 153
• 9 Customer service quality management = 155
• Introduction = 155
• Customer service = 156
• Who is the customer? = 156
• Who to talk to = 159
• Talking to the customer = 161
• Monitoring your performance = 163
• Collecting monitoring information = 166
• Establishing standards = 169
• Obstacles to customer service = 172
• Implementing customer service quality = 175
• 10 Tools and techniques = 179
• Introduction = 179
• Organization of teams = 180
• Listening to the customer = 185
• Developing creativity skills = 188
• Problem analysis = 196
• Number crunching = 201
• Presentation skills = 208
• Project control = 214
• 11 Quality design and process flow = 223
• Introduction = 223
• Designing the service = 223
• Ten steps to quality design = 224
• Quality process flow = 229
• Types of flow chart = 230
• Layout analysis = 231
• What can we learn from layout analysis? = 235
• Ideal or 'perfect' work charting = 236
• Process flow charts = 239
• Logic flow charts = 241
• Summary = 242
• 12 Training for quality = 247
• Introduction = 247
• Why undertake training? = 247
• Who should be trained? = 249
• How to train = 249
• Ten key quality slides for managers = 251
• Training the managers = 261
• Using examples-dishwashing = 262
• Training for staff = 266
• Planning and monitoring training = 274
• 13 Quality management information = 279
• Introduction = 279
• Hierarchy of management information = 281
• Key achievement targets = 283
• Measurement of quality data = 284
• Selection of management information measures = 286
• Selection of quality measures = 287
• Management information charter = 291
• Review and use of management information = 292
• 14 Recipe for success-introduction of quality procedures = 295
• Introduction = 295
• Advantages of procedures = 296
• IS09000 (BS5750) = 297
• The process for obtaining IS09000 = 298
• Implementing procedures = 306
• 3 Contingency planning = 307
• Introduction = 307
• Is there a real risk? = 308
• Statutory and industry requirements = 308
• Types of disaster = 309
• Causes of disasters = 313
• Steps to contingency planning = 314
• Prevention = 315
• Counting the cost = 317
• Assessing potential risk = 320
• Minimizing the damage = 321
• Contingency plan = 324
• Structure of the plan = 326
• Organizing for contingency = 328
• Co-ordinating the contingency plan = 330
• Recovery planning and testing = 331
• Conclusions = 333
• Further reading = 338
• Index = 339