TQM In Customer

Handling
Department
UNITED BANK OF PAKISTAN LTD (UBL)
ABSTRACT
TQM in todays competitive banking
environment.
Quality implementation level.
The majority of the banks in Pakistan.


Introduction of Banking Sector
Significant Role
Financial intermediaries
Quality, speed, efficiency, innovation.
Quality in the strategic management.

UBL..where you come first.
More than 1,320 online branches inside
15 branches outside the country.
Founded in 1959.
Nationalization
Joint venture
Services
UBL SERVICES
Consumer Banking
Commercial Banking
Corporate Banking
Investment
Treasury

UBL DIVISIONS
Consumer banking division
Commercial Banking division
Corporate banking division
Investment banking division
Treasury banking division
Overseas Banking Division

Visit to the bank
Customer handling department.
Total quality management
Q. What is their Mission about the customers?
Q. What to they do to keep customer satisfy?
Customer care
Complaint
Survey
Happy deal
STATEMENT OF THE PROBLEM
TOTAL QUALITY MANAGEMENT

Banking sector is getting competitive every day. In order to be
successful in the field, TQM ought to be the
integral part of their strategic management. investigate the level of
implementation of TQM in various commercial banks operating in
Pakistan.

Status of Quality implementation of
Various Banks Operating in Pakistan
TQM implementation in banking
sector
BETTER PERFORMANCE
TOTAL CUSTOMER SERVICE
CONTINOUS CUSTOMER SATISFACTION
IMPROVED SERVICE QUALITY
HIGHER CUSTOMER SATISFACTION
SWOT ANALYSIS
Strengths
Competitive markup for CCM
Co-borrower option-giving higher loan limits
Network cities
Numerous acquisition channel
Branch Network
Tenor Flexibility
Free Life Insurance
Broad Target Market







SWOT ANALYSIS
Weaknesses
Negative Perception of Branches and UBL
Poor Service and Quality standards
Weak Controls on Sales routed through the branches
Poor system support for servicing customer
System options limited-unable to offer installment

SWOT ANALYSIS
Opportunities
Expansion into remaining cities
Opportunity to cross sell to other asset/branch banking customers.
To expand through alliances and joint Promotion.
Untapped Market Segments


SWOT ANALYSIS
Threats
Increase in competition due to high returns as compared to other
investment option.
Change in clean lending regulations by SBP
Shrinking Margins Due to New Entrants
Higher then expected NCL from risky segments

ELABORATION OF THE MODEL
The Effective Role Of Leader
Account Opening Department
Accounts Department
Remittances (Inwards And Outward), Clearing And Collections
(Inward And Outward)
Cash Department
Term Deposits Issuance & Encashment
CONCLUSION