Total quality management in the Australian banking industry

Patrick Mark Dawson, Margaret Patrickson

Research output: Contribution to journalArticle

43 Citations (Scopus)

Abstract

The need for a strategic shift in senior management philosophy which encourages and promotes a culture of total employee involvement towards the attainment of service quality is one of the major competitive challenges facing the Australian banking industry in the 1990s. Some of these issues are addressed through a case-study analysis of the origin, rationale and implementation of a quality service programme in the State Bank of South Australia. In examining these changes a historical outline of the State Bank of South Australia and an account of the research methodology used in the study form the introduction. This is followed by an analysis of the design and development of a programme of change and an identification of the key factors shaping the implementation of total quality management. In conclusion an assessment of the opportunities and constraints for the successful implementation of service-quality delivery programmes in the Australian banking industry is given.
Original languageEnglish
Pages (from-to)66-76
JournalInternational Journal of Quality & Reliability Management
Volume8
Issue number5
DOIs
Publication statusPublished - 1991

Fingerprint

Total quality management
Banking industry
Quality of service
Service quality
Factors
Rationale
Employee involvement
Senior management
Management philosophy
Design and development

Cite this

Total quality management in the Australian banking industry. / Dawson, Patrick Mark; Patrickson, Margaret.

In: International Journal of Quality & Reliability Management, Vol. 8, No. 5, 1991, p. 66-76.

Research output: Contribution to journalArticle

Dawson, Patrick Mark ; Patrickson, Margaret. / Total quality management in the Australian banking industry. In: International Journal of Quality & Reliability Management. 1991 ; Vol. 8, No. 5. pp. 66-76.
@article{c2aee886a29b47c28f76d861ac94b4a3,
title = "Total quality management in the Australian banking industry",
abstract = "The need for a strategic shift in senior management philosophy which encourages and promotes a culture of total employee involvement towards the attainment of service quality is one of the major competitive challenges facing the Australian banking industry in the 1990s. Some of these issues are addressed through a case-study analysis of the origin, rationale and implementation of a quality service programme in the State Bank of South Australia. In examining these changes a historical outline of the State Bank of South Australia and an account of the research methodology used in the study form the introduction. This is followed by an analysis of the design and development of a programme of change and an identification of the key factors shaping the implementation of total quality management. In conclusion an assessment of the opportunities and constraints for the successful implementation of service-quality delivery programmes in the Australian banking industry is given.",
author = "Dawson, {Patrick Mark} and Margaret Patrickson",
year = "1991",
doi = "10.1108/02656719110143590",
language = "English",
volume = "8",
pages = "66--76",
journal = "International Journal of Quality & Reliability Management",
issn = "0265-671X",
publisher = "Emerald Group Publishing Ltd.",
number = "5",

}

TY - JOUR

T1 - Total quality management in the Australian banking industry

AU - Dawson, Patrick Mark

AU - Patrickson, Margaret

PY - 1991

Y1 - 1991

N2 - The need for a strategic shift in senior management philosophy which encourages and promotes a culture of total employee involvement towards the attainment of service quality is one of the major competitive challenges facing the Australian banking industry in the 1990s. Some of these issues are addressed through a case-study analysis of the origin, rationale and implementation of a quality service programme in the State Bank of South Australia. In examining these changes a historical outline of the State Bank of South Australia and an account of the research methodology used in the study form the introduction. This is followed by an analysis of the design and development of a programme of change and an identification of the key factors shaping the implementation of total quality management. In conclusion an assessment of the opportunities and constraints for the successful implementation of service-quality delivery programmes in the Australian banking industry is given.

AB - The need for a strategic shift in senior management philosophy which encourages and promotes a culture of total employee involvement towards the attainment of service quality is one of the major competitive challenges facing the Australian banking industry in the 1990s. Some of these issues are addressed through a case-study analysis of the origin, rationale and implementation of a quality service programme in the State Bank of South Australia. In examining these changes a historical outline of the State Bank of South Australia and an account of the research methodology used in the study form the introduction. This is followed by an analysis of the design and development of a programme of change and an identification of the key factors shaping the implementation of total quality management. In conclusion an assessment of the opportunities and constraints for the successful implementation of service-quality delivery programmes in the Australian banking industry is given.

U2 - 10.1108/02656719110143590

DO - 10.1108/02656719110143590

M3 - Article

VL - 8

SP - 66

EP - 76

JO - International Journal of Quality & Reliability Management

JF - International Journal of Quality & Reliability Management

SN - 0265-671X

IS - 5

ER -