Human resource management and quality orientation in banks

Authors

Aruna Mankidy, National Institute of Bank Management

Document Type

Article

Abstract

In an era where Quality is the focus in a redefined perspective, service organisations have to orient themselves to quality management - not just for success but for survival. The experience of organisations implementing TQM has highlighted the cruciality of HR policies and practices. A project initiated by the National Institute of Bank Management explored the possibility of implementing Quality management approach in the HR department of a commercial bank. The pivotal point was to bring the "Internal Customer" orientation to the service department which could then be extended to the entire organisation. The framework developed and analysis carried out thereafter established that it was possible to take a department as a unit and initiate steps to bring in the desired quality orientation. The same exercise could be effectively adopted by other departments in the administrative units of commercial banks. Such units would then be able to visualise their individual vital role in the totality of customer satisfaction.

Recommended Citation

Mankidy, Aruna (1997) "Human resource management and quality orientation in banks," IIMB Management Review: Vol. 9: Iss. 4, Article 11.
Available at: https://research.iimb.ac.in/imr/vol9/iss4/11

Publication Date

10-1-1997

First Page

19

Last Page

28