Total Quality Management of Bank Muscat - Case Study Example

I am sincerely indebted to Mr. Majed Ambusaidy, the manager of quality department in Bank Muscat and his assistant, Yasser Al-Raisi, for helping me gather much information for my researching needs.Any corporation values its customers for they believe that customers are as important as the human capital of the company. Usually, customers dictate the needs and requirements whilst the company develops and provides these needs. In case the customer is not satisfied with the outcome of the product or service rendered, negative implications set in against the enterprise.

It may affect not only the customer per se, but it also subjects the entire organization’s reputation at risk. Not to mention the loss incurred as the customer backs out or opts to try an industry competitor. Banking corporations are one of the primary financial institutions that serve as the backbone of the economy. Their presence is highly important as well as they thrive for survival amidst economic distress. In lieu of this, management systems and the quality of the bank ought to have a robust foundation in place.

More satisfied customers, mean more transactions dealings, and more income or profits. The cycle of contributory benefits of financial institutions such as the banking sector is visible in industry and commerce. Likewise, the role of a bank in boosting the economy is highly important. As stressed by Naeem (2008), the survival of a business depends on the quality with which products or services provided to customers. In the same manner that commercial banking industries need to ingrain among employees an organizational culture that supports the principles of Total Quality Management; whereby, everyone is contributing to the quality enhancement of the company and all are committed to the pursuit of excellence and customer satisfaction.