Questions whether “quality” is having as much impact in the financial services sector as the evidence of use of quality management techniques in the UK suggests. Explores the context within which “quality” is finding a place in financial services, and presents the findings of a postal...

Quality initiatives demand that management and staff share a mutual interest in improving the quality of customer service through continuous improvement. These demands are currently being pursued against a background of organizational restructuring, redundancy and pressures on staff to increase...