Abstract
This article describes the systematic approach which has been used in the management of the quality of service produced in several large international banks. A useful concept of the social, technical and managerial aspects of operations management is introduced to provide a framework for the management of quality in banking. A description of systematic quality management in practice shows how the ideas of Management by Responsibility and Self-Audit Programmes have been used successfully to reduce considerably both audit criticisms and losses written off.
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