DEVELOPMENT & IMPLEMENTATION

OF
SERVICE QUALITY MANAGEMENT SYSTEM
IN
NATIIONAL BANK OF PAKISTAN
THROUGH
SERVICE QUALITY GROUP
 Proposed Standards for
Service Quality Management

• Thirteen Dimension proposes following standards as reference

when developing and implementing Service Quality Management
System (SQMS) in National Bank of Pakistan

– TISSE 2018 (The International Standard for Service Excellence developed by

The International Customer Service Institute )

– ISO 9001:2018 (Quality Management System)

– ISO 10002 (Quality Management-Customer Satisfaction-Guidelines for

Customer Complaints Handling)
TISSE 2018 Framework
ISO 9001: 2018 Framework
 What should be the FOCUS ?

• We propose that before formal establishment of Service

Quality Management System, current status of National
Bank of Pakistan should be determined using Mckinsey
7S Model
Style

Strategy Skills

Shared
values

Staff Systems

Structure
 What needs to be BALANCED ?

When developing Service Quality Management System (SQMS),

compliance against regulatory requirements of State Bank of Pakistan
should not be compromised over efficiency and effectiveness

Compliance Service Quality

 Components of Quality which needs to be
FOCUSED ?
When developing Service Quality Management System (SQMS), following
Components make up the Total Service Quality of National Bank of Pakistan

Customer
Service Banking
Service
Product
Service
Quality
What needs to be Standardized and Harmonized ?

Technology

Policies & Processes

People Skills
 How to achieve
Standardization and Harmonization ?

• Depending on the demographic

location, culture and size of the
branch, operating procedures and
processes may vary without
compromise on compliance
requirements and minimum Service
Quality criteria

Technology Branch

Policies & Processes Regional

Corporate

People Skills
 How to achieve
Standardization and Harmonization ?

• Documenting Process Flow in all core and support functional

areas of Banks

• Documenting Procedures and Guidelines (Operational Manuals)

in all core and support functional areas and cascading upto
branch level

• Documenting Service Quality Criteria and Check Points in Process

Flows and Procedures

• Build Internal Quality Audit function/role within Service Quality

Group
 Proposed Role of Service Quality Group

• Define Systems, Procedures and Processes

• Defining Quality Performance Criteria

• Measuring Quality Performance through

– Service Quality Management Systems (SQMS) Audits

– Surveys
– Monitoring Turn Around Time (TAT) data

• Investigate Service Quality (SQ) failures and initiate systematic

actions for reduction of SQ failures