TQM in Customer Handling Department

TQM In Customer Handling DepartmentUNITED BANK OF PAKISTAN LTD (UBL)

ABSTRACT

TQM in today’s competitive banking environment.

Quality implementation level.The majority of the banks in Pakistan.

Introduction of Banking Sector

Significant RoleFinancial intermediariesQuality, speed, efficiency, innovation. Quality in the strategic management.

UBL…..where you come first.

More than 1,320 online branches inside 15 branches outside the country.Founded in 1959.Nationalization Joint ventureServices

UBL SERVICES

Consumer BankingCommercial BankingCorporate Banking InvestmentTreasury

UBL DIVISIONS

Consumer banking divisionCommercial Banking divisionCorporate banking divisionInvestment banking divisionTreasury banking divisionOverseas Banking Division

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

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.

Status of Quality implementation of Various Banks Operating in Pakistan

TQM implementation in banking sector

BETTER PERFORMANCETOTAL CUSTOMER SERVICECONTINOUS CUSTOMER SATISFACTION IMPROVED SERVICE QUALITYHIGHER CUSTOMER SATISFACTION

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

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

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

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

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