Введение 3
1. Эволюция управления качеством в финансовых услугах 5
2. Практика управления качеством в финансовых услугах 7
3. Критические факторы успеха и проблемы при внедрении программ управления качеством в финансовом секторе 10
4. Преимущества внедрения программ управления качеством, таких как Lean, TQM, Six Sigma 12
Заключение 15
Список использованных источников 16
Приложения: дневник, отзыв
В последнее время в организациях финансовых сферы возросло значение методов управления качеством. Финансовые организации стремятся внедрить такие инструменты управления качеством, как Lean, 6 сигм, TQM и другие инструменты, чтобы совершенствовать скорость коммуникаций, сократить расходы, дефекты, понимать, что ценят и ожидают их клиенты.
Войти
в кабинет
в кабинет
Пролистайте материалы и убедитесь в качестве
Отчет по учебной практике в Комплексной лаборатории инноваций в подготовке кадров по приоритетным направлениям развития КНИТУ #1506378
Артикул: 1506378
- Предмет: Управление качеством в финансовой сфере
- Уникальность: 60% (Антиплагиат.ВУЗ)
- Разместил(-а): 103 Егор в 2017 году
- Количество страниц: 24
- Формат файла: docx
2 599p.
1. Antony, J. (2015), “Six sigma for service processes”, Business Process Management Journal, 12 (2), 234-248.
2. Antony, J., Antony, F. J., Kumar, M. and Rae Cho, B. (2015), “Six sigma in service organizations: benefits, challenges and difficulties, common myths, empirical observations and success”. International Journal of Quality & Reliability Management, 24 (3), 294-311.
3. Antony, J. and Bonuelas, R. (2016). “Key ingredients for the effective implementation of Six Sigma program” Measuring Business Excellence, 19 (4), 20-27
4. Attenelo, D. and Uzzi, J. (2016), “Achieving Six Sigma Quality in Financial Services”, Six Sigma Forum Magazine, 18-22.
5. Cox, D. and Bossert, J. (2016), “Driving Organic Growth at Bank Of America”, Quality Progress, February, 23-27.
6. De Koning, H., De Mast, J. Does, R. J. M. M and Vermaat, T. (2016), “Generic Lean Six Sigma Project Definitions in Financial Services”, Quality Management Journal, 15 (4), 32-45
7. Drew, S. A. W. (2015), “Accelerating change: financial industry experiences with BPR”, International Journal of Bank Marketing, 14 (6), 23-35.
8. George, M., Rowlands, D., and Kastle, B. (2016) What is Lean Six Sigma? George Group: McGraw-Hill, pp. 84-90.
9. Gijo, E. V. and Rao, T. S. (2016), “Six Sigma Implementation – Hurdles and More Hurdles, Total Quality Management, 16 (6), 721-725.
10. Hug, Z. (2016), “Managing change: a barrier to TQM implementation in service industries”, Managing Service Quality, 15 (5), 452-469.
11. Jacobsen, J. (2016), “Improved Response Time Increases Revenue for Global Lender”, The American Society of Quality, 1-4.
12. Keim, E. (2015), “Service quality six sigma case studies”, ASQ Annual Quality Congress Proceedings, 188-93.
13. Knights, D. and McCabe, D. (2015), “An evaluation of quality in financial services: problems and prospects,” Managing Service Quality, 6 (1), 18-21.
14. Knights, D. and McCabe, D. (2015), “Can a leopard change its spots? - seeking quality in financial services”, Managing Service Quality, 7 (2), 102-105.
15. Krishnana, S., Ramaswamy, V., Meyer, M. and Damien, P. (2016), “Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology”. Management Science, 45 (9), 1194-1209.
16. Larsen, M. A. and Myers, M. D. (2016), “When success turns into failure: a package-driven business process re-engineering project in the financial services industry”, Journal of Strategic Information Systems, 8, 395-417.
17. Laszlo, G. P. (2016), “Implementing a quality management program – three Cs of success: commitment, culture, cost”, The TQM Magazine, 11 (4), 231-237.
18. Li, E. Y., Zhao, X. & Lee, T. (2015), “Quality management initiatives in Hong Kong’s banking industry: A longitudinal study”, Total Quality Management, 12 (4), 451-467.
19. Llores, F. J. and Verdu, A. J. (2016), “Institutional Isomorphism and Performance: The Case of Financial Services”, Total Quality Management, 24 (5), 103-119.
20. Longo, C. R. J. and Cox, M. A. A. (2015), “Total quality management in financial services: Beyond the fashion the reality has to take off”, Total Quality Management, 8 (6), 323-333.
21. Longo, C. R. J. and Cox, M. A. A. (2016), “Total Quality Management in the UK financial services: some findings from a survey in the northeast of England”, Total Quality Management & Business Excellence, 11 (1), 17-23.
22. Longo, C. R. J. (2016), “Quality Management: An Assessment of Situation in Finance Sector in UK and in Brazil”, School of Business Management, University of New Castle.
23. Mc Cabe, D. and Knights, D. (2016), “The human face of re-engineering in financial services”. Managing Service Quality, 10 (2), 74-77.
24. Newman, K. (2015), “Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank”. International Journal of Bank Marketing, 19 (3), 126-139.
25. Roberts, C. M. (2016), “Six sigma signals”, Credit Union Magazine, 70 (1), 40-3.
26. Rucker, R. (2016), “Citibank increase of customer loyalty with defect-free processes”, Journal of Quality and Participation, 32-6.
27. Slack, N., Chambers, S., and Johnston, R. (2015) Operations Management pp464-474. Edinburgh Gate, Harlow, Essex: Pearson Education Limited.
28. Stusnick, D. (2016), “Back to the future”, Quality World Magazine, 19-23.
29. Troy, K. and Schein, L. (2017), “The quality culture: manufacturing versus services”, Managing Service Quality, 5 (3), 45-47.
30. Wali, A. A., Deshmukh, S. G. and Gupta A. D. (2017), “Critical success factors of TQM: a select study of Indian organizations”, Production Planning & Control, 14 (1), 3-14.
31. Wilkinson, A., McCabe, D. & Kights, D. (2015), “Looking for quality: a survey of quality initiatives in the financial services sector”, Total Quality Management, 7 (1), 67-78.
32. Wilkinson, A., McCabe, D. and Knights, D. (2017), “What is happening in quality in the financial services?”, The TQM Magazine, 7 (4), 9-12.
33. Boston Consulting Group (2016). Banking on Lean Advantage. Retrieved from http: //www. bcg. com/documents/file15159. pdf
34. Carlebach, E. (2015, July/August). What does 'lean' mean to employee communicators? Retrieved from http: //www.connectconsultinggroup. com/downloads/lean_communications_essay_ezri_carlebach_jecm_julyaug2015. Pdf
35. Frost, B. (2015). Applying a Lean Six Sigma approach can generate rapid results in Six Sigma deployments. Retrieved from http: //www.ssqi. com/breakthroughs/whitepaper-pdfs/EB-Lean-Services-012507. Pdf
2. Antony, J., Antony, F. J., Kumar, M. and Rae Cho, B. (2015), “Six sigma in service organizations: benefits, challenges and difficulties, common myths, empirical observations and success”. International Journal of Quality & Reliability Management, 24 (3), 294-311.
3. Antony, J. and Bonuelas, R. (2016). “Key ingredients for the effective implementation of Six Sigma program” Measuring Business Excellence, 19 (4), 20-27
4. Attenelo, D. and Uzzi, J. (2016), “Achieving Six Sigma Quality in Financial Services”, Six Sigma Forum Magazine, 18-22.
5. Cox, D. and Bossert, J. (2016), “Driving Organic Growth at Bank Of America”, Quality Progress, February, 23-27.
6. De Koning, H., De Mast, J. Does, R. J. M. M and Vermaat, T. (2016), “Generic Lean Six Sigma Project Definitions in Financial Services”, Quality Management Journal, 15 (4), 32-45
7. Drew, S. A. W. (2015), “Accelerating change: financial industry experiences with BPR”, International Journal of Bank Marketing, 14 (6), 23-35.
8. George, M., Rowlands, D., and Kastle, B. (2016) What is Lean Six Sigma? George Group: McGraw-Hill, pp. 84-90.
9. Gijo, E. V. and Rao, T. S. (2016), “Six Sigma Implementation – Hurdles and More Hurdles, Total Quality Management, 16 (6), 721-725.
10. Hug, Z. (2016), “Managing change: a barrier to TQM implementation in service industries”, Managing Service Quality, 15 (5), 452-469.
11. Jacobsen, J. (2016), “Improved Response Time Increases Revenue for Global Lender”, The American Society of Quality, 1-4.
12. Keim, E. (2015), “Service quality six sigma case studies”, ASQ Annual Quality Congress Proceedings, 188-93.
13. Knights, D. and McCabe, D. (2015), “An evaluation of quality in financial services: problems and prospects,” Managing Service Quality, 6 (1), 18-21.
14. Knights, D. and McCabe, D. (2015), “Can a leopard change its spots? - seeking quality in financial services”, Managing Service Quality, 7 (2), 102-105.
15. Krishnana, S., Ramaswamy, V., Meyer, M. and Damien, P. (2016), “Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology”. Management Science, 45 (9), 1194-1209.
16. Larsen, M. A. and Myers, M. D. (2016), “When success turns into failure: a package-driven business process re-engineering project in the financial services industry”, Journal of Strategic Information Systems, 8, 395-417.
17. Laszlo, G. P. (2016), “Implementing a quality management program – three Cs of success: commitment, culture, cost”, The TQM Magazine, 11 (4), 231-237.
18. Li, E. Y., Zhao, X. & Lee, T. (2015), “Quality management initiatives in Hong Kong’s banking industry: A longitudinal study”, Total Quality Management, 12 (4), 451-467.
19. Llores, F. J. and Verdu, A. J. (2016), “Institutional Isomorphism and Performance: The Case of Financial Services”, Total Quality Management, 24 (5), 103-119.
20. Longo, C. R. J. and Cox, M. A. A. (2015), “Total quality management in financial services: Beyond the fashion the reality has to take off”, Total Quality Management, 8 (6), 323-333.
21. Longo, C. R. J. and Cox, M. A. A. (2016), “Total Quality Management in the UK financial services: some findings from a survey in the northeast of England”, Total Quality Management & Business Excellence, 11 (1), 17-23.
22. Longo, C. R. J. (2016), “Quality Management: An Assessment of Situation in Finance Sector in UK and in Brazil”, School of Business Management, University of New Castle.
23. Mc Cabe, D. and Knights, D. (2016), “The human face of re-engineering in financial services”. Managing Service Quality, 10 (2), 74-77.
24. Newman, K. (2015), “Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank”. International Journal of Bank Marketing, 19 (3), 126-139.
25. Roberts, C. M. (2016), “Six sigma signals”, Credit Union Magazine, 70 (1), 40-3.
26. Rucker, R. (2016), “Citibank increase of customer loyalty with defect-free processes”, Journal of Quality and Participation, 32-6.
27. Slack, N., Chambers, S., and Johnston, R. (2015) Operations Management pp464-474. Edinburgh Gate, Harlow, Essex: Pearson Education Limited.
28. Stusnick, D. (2016), “Back to the future”, Quality World Magazine, 19-23.
29. Troy, K. and Schein, L. (2017), “The quality culture: manufacturing versus services”, Managing Service Quality, 5 (3), 45-47.
30. Wali, A. A., Deshmukh, S. G. and Gupta A. D. (2017), “Critical success factors of TQM: a select study of Indian organizations”, Production Planning & Control, 14 (1), 3-14.
31. Wilkinson, A., McCabe, D. & Kights, D. (2015), “Looking for quality: a survey of quality initiatives in the financial services sector”, Total Quality Management, 7 (1), 67-78.
32. Wilkinson, A., McCabe, D. and Knights, D. (2017), “What is happening in quality in the financial services?”, The TQM Magazine, 7 (4), 9-12.
33. Boston Consulting Group (2016). Banking on Lean Advantage. Retrieved from http: //www. bcg. com/documents/file15159. pdf
34. Carlebach, E. (2015, July/August). What does 'lean' mean to employee communicators? Retrieved from http: //www.connectconsultinggroup. com/downloads/lean_communications_essay_ezri_carlebach_jecm_julyaug2015. Pdf
35. Frost, B. (2015). Applying a Lean Six Sigma approach can generate rapid results in Six Sigma deployments. Retrieved from http: //www.ssqi. com/breakthroughs/whitepaper-pdfs/EB-Lean-Services-012507. Pdf
Материалы, размещаемые в каталоге, с согласия автора, могут использоваться только в качестве дополнительного инструмента для решения имеющихся у вас задач,
сбора информации и источников, содержащих стороннее мнение по вопросу, его оценку, но не являются готовым решением.
Пользователь вправе по собственному усмотрению перерабатывать материалы, создавать производные произведения,
соглашаться или не соглашаться с выводами, предложенными автором, с его позицией.
| Тема: | Отчет по учебной практике в Комплексной лаборатории инноваций в подготовке кадров по приоритетным направлениям развития КНИТУ |
| Артикул: | 1506378 |
| Дата написания: | 17.04.2017 |
| Тип работы: | Отчёт по практике |
| Предмет: | Управление качеством в финансовой сфере |
| Оригинальность: | Антиплагиат.ВУЗ — 60% |
| Количество страниц: | 24 |
Скрин проверки АП.ВУЗ приложен на последней странице.
Файлы артикула: Отчет по учебной практике в Комплексной лаборатории инноваций в подготовке кадров по приоритетным направлениям развития КНИТУ по предмету управление качеством в финансовой сфере
Пролистайте "Отчет по учебной практике в Комплексной лаборатории инноваций в подготовке кадров по приоритетным направлениям развития КНИТУ" и убедитесь в качестве
После покупки артикул автоматически будет удален с сайта до 02.07.2024
Посмотреть остальные страницы ▼
Честный антиплагиат!
Уникальность работы — 60% (оригинальный текст + цитирования, без учета списка литературы и приложений), приведена по системе Антиплагиат.ВУЗ на момент её написания и могла со временем снизиться. Мы понимаем, что это важно для вас, поэтому сразу после оплаты вы сможете бесплатно поднять её. При этом текст и форматирование в работе останутся прежними.
Гарантируем возврат денег!
Качество каждой готовой работы, представленной в каталоге, проверено и соответствует описанию. В случае обоснованных претензий мы гарантируем возврат денег в течение 24 часов.
ПРЕДЫДУЩАЯ РАБОТА
Отчет по преддипломной практике в ООО «Мечта»
СЛЕДУЮЩАЯ РАБОТА
Отчет по производственной практике в ГУ-ОПФР (отделение Пенсионного Фонда РФ) по РТ