Please use this identifier to cite or link to this item:
Title: An empirical investigation of total quality management implementation in indian financial institutions
Researcher: Srilakshmana Kumar, D
Guide(s): Raju, R
Keywords: indian financial institutions
quality management implementation
Upload Date: 17-Oct-2014
University: Anna University
Completed Date: 01/05/2009
Abstract: In the current global scenario of stiff competition the banks and newlinefinancial institutions have been reviewing the systems and processes of newlineservice delivery One of the major reasons for tremendous improvement in newlinedelivery of services is the use of Information and Communication Technology newlineICT which proved effective in terms of costs performance customer newlinesatisfaction customer retention and customer addition While developing a newlinemodel for implementation of TQM the vital issues concentrated upon are newlineidentification of factors affecting service quality suitability of developed newlinefactors in various service settings flexibility of the factors to adapt for newlinemodern times like automation computerization ability of the factors to give newlinedirections for planning for future and improvement and suitability of the newlinefactors for measuring customer satisfaction newline newline
Pagination: xxvi,233p.
Appears in Departments:Faculty of Mechanical Engineering

Files in This Item:
File Description SizeFormat 
01_title.pdfAttached File41.88 kBAdobe PDFView/Open
02_certificate.pdf6.01 kBAdobe PDFView/Open
03_abstract.pdf14.23 kBAdobe PDFView/Open
04_acknowledgement.pdf6.09 kBAdobe PDFView/Open
05_contents.pdf42.2 kBAdobe PDFView/Open
06_chapter 1.pdf58.86 kBAdobe PDFView/Open
07_chapter 2.pdf55.29 kBAdobe PDFView/Open
08_chapter 3.pdf164.12 kBAdobe PDFView/Open
09_chapter 4.pdf106.73 kBAdobe PDFView/Open
10_chapter 5.pdf148.57 kBAdobe PDFView/Open
11_chapter 6.pdf276.62 kBAdobe PDFView/Open
12_chapter 7.pdf35.23 kBAdobe PDFView/Open
13_appendix.pdf42.48 kBAdobe PDFView/Open
14_references.pdf102.91 kBAdobe PDFView/Open
15_publication.pdf5.01 kBAdobe PDFView/Open
16_vitae.pdf6.42 kBAdobe PDFView/Open

Items in Shodhganga are protected by copyright, with all rights reserved, unless otherwise indicated.