Operations and Projects Management - Essay Example

The quality of service to a customer is paramount in any service firm, and the Bank of Muscat has not underrated this fact. It is one of the banks offering the best quality of banking services in Oman. The bank has a strong believe in quality leadership that seeks to challenge everything the bank does. Such an approach helps the bank maintain and improve the quality of services offered. The bank’s quality policy is pegged on building and maintaining a good reputation and image by offering the best quality in services and products to customers (Ilin, 2010).

The bank targets both international and international markets and boasts more about offering products that exceed the needs of their customers. On quality, the bank pursues the following objectives; Govindarajo & Kalyani, (2013, p. 569) Conducted a study to examined how the bank uses relationship marketing to deliver quality service to its customers. They found that the quality of services was measured in terms of responsiveness, ambience, trust and assurance. Bank Muscat has done very well in delivering quality service through the quality management system that ensures responsiveness to customer queries and complaints, their banking halls are designed to offer the latest and more comfortable service thereby creating the required ambience (Bank Muscat, 2013).

Customers are served almost as soon as they appear on the bank. This has helped the bank to gain trust since customers are assured of the best service. The bank employees are specially trained to handle customers by offering the best services. The design of the banking facilities is one of the best in Oman as technology has been used to improve customer experience and delivery of service (Ilin, 2010). The bank is better placed because its services and products are based on Islamic beliefs, which are the fundamental religion in the area.

The bank has designed its products to cover both individuals and