Achieving Quality in Financial Service Organizations: How to Identify and Satisfy Customer Expectations

Grasing, Robert E., Hessick, Michael H.

ISBN 10: 0899302300 / ISBN 13: 9780899302300

Published by Praeger, 1988

About this Item

Like New.

Seller Inventory # ERICA79708993023006

Bibliographic Details

• Title: Achieving Quality in Financial Service Organizations: How to Identify and Satisfy Customer Expectations
• Publisher: Praeger
• Publication Date: 1988
• Language: English
• ISBN 10: 0899302300
• ISBN 13: 9780899302300
• Binding: Hardcover
• Condition: Like New
• Book Type: book

About this title

Synopsis

Two consultants examine the need for increased attention to quality in this rapidly growing and changing field. Drawing on numerous examples of successful quality improvement programs in banks, insurance companies, and other organizations, the authors provide detailed suggestions for improving accuracy, timeliness and consistency in service delivery. Changing employee attitudes to reflect the organization's commitment to quality also is covered. Accounting professionals in financial service organizations, particularly at the management level, will want to examine this book. Journal of Accountancy

As a result of the deregulation and diversification of the financial service industry, consumers in the 1980s can choose from among a wide range of options. As full-line services are offered by more companies--from banks to insurance firms to mail order and department store chains--competition has grown intense. Financial organizations must distinguish basically similar products and services from those of other companies in order to attract and retain today's increasingly sophisticated customer. This practical handbook, written by two experienced consulting executives in the field, shows how to compete successfully by improving the quality, selection, and delivery of services. Based on proven, field-tested methods developed by the Robert E. Nolan Company, a leading consultant to the banking and insurance industries, it presents clear, step-by-step methods for designing and implementing financial service packages that will satisfy customer needs.

About the Author

ROBERT E. GRASING is a Senior Vice President with the Robert E. Nolan Company, a management consulting firm.

MICHAEL H. HESSICK is a Senior Vice President and Director of the Northwest Region of the Robert E. Nolan Company.