TECHNIQUES AND INSTRUMENTS OF QUALITY MANAGEMENT USED BY THE COMMERCIAL BANKS WORLDWIDE

Ruxandra Diana Dobran
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Ruxandra Diana Dobran: Société Genéralé – Paris

Studii Financiare (Financial Studies), 2009, vol. 13, issue 1, 166-182

Abstract: Analyzing the importance of the measurement and the reporting of the quality management in the Romanian banking system, this study puts into limelight the principals techniques and instruments used by the banks, divided in three big categories depending to the complexity and propose of their utilization: primary, secondary and tertiary. The tertiary techniques and instruments are the most specialized; they support the primary and secondary techniques and instruments when they can not obtain the desired information or the expected result.

Keywords: techniques; instruments; quality; bank; graphics; diagrams; statistics; brainstorming; benchmark; clients; claims; data collection (search for similar items in EconPapers)
JEL-codes: C10 C81 D20 M31 (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:vls:finstu:v:13:y:2009:i:1:p:166-182

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