Download - Quality Management of HSBC
Quality Management
of HSBC
Prepared by :NISHANTHIKA(21120890),
NEERAJA(21120886) & NILOCHANIE
(21120889)
Prepared to :MISS. GAYATHRI
INTRODUCTION
Headquarter: London, U.K.
World’s largest banking & financial services
in(2010)
Customer Groups: personal financial services,
commercial banking, private banking, global
banking & markets.
Area served: worldwide
Employees: 302,000.
Stakeholders: 220,000
Countries: 127
Providing High quality services to its customers
Meet customer’s financial needsIn MISSION: to meet its customers financial needs in the fastest
and most appropriate way
To exceed customer expectations in service quality Fair selling practices
strict lending criteria such as loan repayment & managing customer’s deposits responsively
Customer service & satisfaction Conduct surveys( face-to-face, focus groups)
Continuous improvement – Six sigma( DMAIC Project)
QUALITY PRIORITIES
Quality
Quality process
Quality facilities
Global banking
Trade services
Prompt response for complaint
& enquiries
Quality standers
Banking system’s operations
(ODD, Six Sigma, HUB & NOS)
Payment process
Skill and Training for Quality
Formal Skills Training
Self study programs
Classroom instructions & peer training
Management Training Programs
Job rotational assignments
Mentoring
Performance Management Process
Regular coaching & giving feedback
Training Libraries
On going training
Employee empowerment
Summary
Aim to offer high quality service and fair
treatment
To improve quality service HSBC provides skills &
training to their employees
HSBC is the 1st Bank to received ISO 9001:2008 &
ISO 10002:2004 Certificates
Excellent quality facilities such as global
transactional banking
References
Availability at HSBC’s website:
http://www.hsbc.com/1/2/about/network/europe (Accessed on
28th September 2011)
Availability at HSBC’s website: http://www.hsbc.com/1/2/
(Accessed on 28th September 2011)
Sustainability Report of HSBC 2009, Available on:
http://www.hsbc.com/1/2/sustainability/ (Accessed on 26th
September 2011)
Ashis K Sen , 2000, “Banking Services-Quality” Available on:
file:///H:/HSBC%20-%20Quality%20Management/indart4.htm
(Accessed on 27th September 2011)