Upgrading quality of service at the Bank of Valletta

Abstract

The dissertation deals with the process that would be required for the Bank of Valletta to upgrade its quality of service. This process would require a structure that supports the view that every employee, department or branch of the Bank is both a supplier and a customer of some service. This customer/ supplier relationship may be either internal, external or a mixture of both. Since the output of any area of operation is the input of another, it is therefore vital that each link of this chain adopts a total quality orientation. The process of quality upgrading involves three fundamental areas, namely: Quality Improvement. This is established through the setting of equitable standards that can be measured and analysed. Such standard setting should apply to every single operation within the Bank organisation. Once established, the introduction of the 'KAIZEN' principal of constant improvement will ensure that these standards are continually improved upon and the quality of service is thus upgraded. Quality Assurance. The input factors of a process directly contribute to the ultimate quality of the subsequent output. It must therefore be ensured that the human resources - the most important input in a service industry such as the Bank of Valletta - are not only of a high initial standard, but are also trained to a high degree of professionalism. They must also be motivated through material and meaningful rewards that collectively result in a change of attitude to the quality of their service. This requires a strong management commitment to quality and the will to succeed. The function of management is fundamental to the adoption of a quality attitude if this is to be internalised at every level of the Bank. Quality Control. The setting of standards is not enough. These standards must be monitored in such a way that the quality of the Bank's output is regularly measured and any variances against the expected output are identified and investigated. This monitoring process may be internalised through the Bank's Audit and Inspection Team, and externalised through market research processes.