Quality Management

of HSBC

Prepared by :NISHANTHIKA(21120890),

NEERAJA(21120886) & NILOCHANIE

(21120889)

Prepared to :MISS. GAYATHRI

INTRODUCTION

Headquarter: London, U.K.

World’s largest banking & financial services

in(2010)

Customer Groups: personal financial services,

commercial banking, private banking, global

banking & markets.

Area served: worldwide

Employees: 302,000.

Stakeholders: 220,000

Countries: 127

Providing High quality services to its customers

Meet customer’s financial needsIn MISSION:   to meet its customers financial needs in the fastest

and most appropriate way

To exceed customer expectations in service quality Fair selling practices

strict lending criteria such as loan repayment & managing customer’s deposits responsively

Customer service & satisfaction Conduct surveys( face-to-face, focus groups)

Continuous improvement – Six sigma( DMAIC Project)

QUALITY PRIORITIES

Quality

Quality process

Quality facilities

Global banking

Trade services

Prompt response for complaint

& enquiries

Quality standers

Banking system’s operations

(ODD, Six Sigma, HUB & NOS)

Payment process

Skill and Training for Quality

Formal Skills Training

Self study programs

Classroom instructions & peer training

Management Training Programs

Job rotational assignments

Mentoring

Performance Management Process

Regular coaching & giving feedback

Training Libraries

On going training

Employee empowerment

Summary

Aim to offer high quality service and fair

treatment

To improve quality service HSBC provides skills &

training to their employees

HSBC is the 1st Bank to received ISO 9001:2008 &

ISO 10002:2004 Certificates

Excellent quality facilities such as global

transactional banking

References

Availability at HSBC’s website:

http://www.hsbc.com/1/2/about/network/europe (Accessed on

28th September 2011)

Availability at HSBC’s website: http://www.hsbc.com/1/2/

(Accessed on 28th September 2011)

Sustainability Report of HSBC 2009, Available on:

http://www.hsbc.com/1/2/sustainability/ (Accessed on 26th

September 2011)

Ashis K Sen , 2000, “Banking Services-Quality” Available on:

file:///H:/HSBC%20-%20Quality%20Management/indart4.htm

(Accessed on 27th September 2011)