Quality and Productivity in Arab Islamic Banking

Jones, Christopher
January 2003
Management Services;Jan2003, Vol. 47 Issue 1, p8
Academic Journal
The article describes the efforts of Chris Jones, head of quality with a major Middle East Arab Islamic bank, to help it define and implement a strategy for customer focused business performance improvement. When Jones took the position, the bank faced a number of challenges, including revenue constraints, customer dissatisfaction and a high level of fraud and non-fraudulent employee errors. Jones spearheaded a quality strategy with individual components for implementation, including the quality assurance program, bottom up performance improvement, top down performance improvement and the customer care program.


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