TQM in Customer Handling Department
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TQM In Customer Handling DepartmentUNITED BANK OF PAKISTAN LTD (UBL)
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ABSTRACT
TQM in today’s competitive banking environment.
Quality implementation level.The majority of the banks in Pakistan.
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Introduction of Banking Sector
Significant RoleFinancial intermediariesQuality, speed, efficiency, innovation. Quality in the strategic management.
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UBL…..where you come first.
More than 1,320 online branches inside 15 branches outside the country.Founded in 1959.Nationalization Joint ventureServices
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UBL SERVICES
Consumer BankingCommercial BankingCorporate Banking InvestmentTreasury
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UBL DIVISIONS
Consumer banking divisionCommercial Banking divisionCorporate banking divisionInvestment banking divisionTreasury banking divisionOverseas Banking Division
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Visit to the bank
Customer handling department.
Total quality management
Q. What is their Mission about the customers?
Q. What to they do to keep customer satisfy?
Customer care
Complaint
Survey
Happy deal
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STATEMENT OF THE PROBLEMTOTAL QUALITY MANAGEMENT
Banking sector is getting competitive every day. In order to be successful in the field, TQM ought to be the
integral part of their strategic management. investigate the level of implementation of TQM in various commercial banks operating in Pakistan.
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Status of Quality implementation of Various Banks Operating in Pakistan
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TQM implementation in banking sector
BETTER PERFORMANCETOTAL CUSTOMER SERVICECONTINOUS CUSTOMER SATISFACTION IMPROVED SERVICE QUALITYHIGHER CUSTOMER SATISFACTION
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SWOT ANALYSIS
Strengths
Competitive markup for CCM
Co-borrower option-giving higher loan limits
Network cities
Numerous acquisition channel
Branch Network
Tenor Flexibility
Free Life Insurance
Broad Target Market
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SWOT ANALYSIS
Weaknesses
Negative Perception of Branches and UBL
Poor Service and Quality standards
Weak Controls on Sales routed through the branches
Poor system support for servicing customer
System options limited-unable to offer installment
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SWOT ANALYSIS
Opportunities
Expansion into remaining cities
Opportunity to cross sell to other asset/branch banking customers.
To expand through alliances and joint Promotion.
Untapped Market Segments
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SWOT ANALYSIS
Threats
Increase in competition due to high returns as compared to other investment option.
Change in clean lending regulations by SBP
Shrinking Margins Due to New Entrants
Higher then expected NCL from risky segments
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ELABORATION OF THE MODEL
The Effective Role Of Leader
Account Opening Department
Accounts Department
Remittances (Inwards And Outward), Clearing And Collections (Inward And Outward)
Cash Department
Term Deposits – Issuance & Encashment
CONCLUSION