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- Title
Implicarea personalului din cadrul băncii în procesul de ameliorare continuă a calității serviciilor oferite clienților.
- Authors
Dobran, Ruxandra-Diana
- Abstract
This study brings into the spotlight the importance of the involvement of bank's employees in the process of continue improvement of the quality of services offered to the clients. Without their involvement, no theory or idea formulated and promoted by the top management will ever succeed in practice. However, in order to be involved, employees should be motivated and trained in all what quality means. Without the feeling of being part of the company culture, of the quality culture and without any message received from the top management, the bank's employees will not get involved enough in this process of quality improvement.
- Subjects
BANK employees; EMPLOYEE participation in management; BANK management -- Employee participation; QUALITY of service; STANDARDIZATION; INDUSTRIAL management; STRATEGIC planning
- Publication
Quality - Access to Success, 2009, Vol 10, Issue 6, p37
- ISSN
1582-2559
- Publication type
Article