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Author
Wierzbicka Magdalena, Ligarski Mariusz J.
Title
Wybrane aspekty zarządzania jakością w ING Banku Śląskim SA a wymagania normy ISO 9001:2000 : czy wewnętrzny system jakości banku można przekształcić w system zarządzania jakością zgodny z wymaganiami normy ISO 9001:2000
Selected aspects of quality management in ING Bank Śląski SA vs. ISO 9001:2000 requirements : Is it possible to transform the bank's internal quality system into the quality management system in accordance with ISO 9001:2000 requirements?
Source
Bank i Kredyt, 2005, nr 2, s. 80-91, bibliogr. 5 poz.
Keyword
Instytucje finansowe, Zarządzanie jakością, Jakość usług, Usługi finansowe, Normy ISO 9001
Financial institutions, Quality management, Quality of services, Financial services, ISO 9001
Note
summ.
Company
ING Bank Śląski SA
Abstract
ING Bank Śląski jest jedną z instytucji finansowych o wysokiej jakości świadczonych usług. W opracowaniu przedstawiono wyniki badań przeprowadzonych w Centrali banku w celu identyfikacji atrybutów zarządzania jakością. Materiały do badań uzyskano okresie od lutego do kwietnia 2002 r.

The paper presents aspects of quality management in ING Bank ŚlŃski SA in the context of ISO 9001:2000 requirements. ISO 9000 standard series are a universal tool for the creation of a quality management system in any organisation. The authors, using the structure of ISO 9001:2000, analysed the pro-quality approach in the Bank. They focus on the managers' responsibility and the need to involve them in the quality system. The problems of the human resources management and the completion of the Bank's basic tasks were presented. Types of measurements and analyses performed in the examined organisation were enlisted. It may be concluded following the analysis of the research results that ING Bank ŚlŃski SA has a basis for the creation of the quality management system in compliance with ISO 9001:2000. The Bank shows a process approach in some areas of its activities: the main processes were identified and the existing documentation may be used to prepare documentation required in the quality system. The Bank performs a lot of research and numerous analyses, especially regarding its customers, which may be used directly in the created system. The level of customer service, effective internal communication and human resources management may also be translated directly to fit the system's requirements. In order to receive a quality certificate for the Bank, the existing system would have to be adjusted to ISO 9001:2000 requirements, missing elements required by the standard would have to be in place and the system would have to undergo a certification audit performed by an independent certifying entity. (original abstract)
Accessibility
The Main Library of the Cracow University of Economics
The Library of Warsaw School of Economics
The Library of University of Economics in Katowice
The Main Library of Poznań University of Economics and Business
The Main Library of the Wroclaw University of Economics
Bibliography
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  1. T. Ansell: Zarządzanie jakością w sektorze usług bankowych. Warszawa 1997 Związek Banków Polskich.
  2. J. Garczarczyk: Jakość usług bankowych i ubezpieczeniowych. Praca zbiorowa. Poznań 2000 Akademia Ekonomiczna w Poznaniu.
  3. J.L. Gray, T. W. Harvey: Zarządzanie jakością w działalności bankowej. Warszawa 1996 PWE.
  4. K. Opolski: Jakość w banku w praktyce i teorii zarządzania. Warszawa 2000 CeDeWu.
  5. K. Opolski: Strategia jakości w nowoczesnym zarządzaniu bankiem. Warszawa 1998 OLYMPUS CeiRB.
Cited by
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ISSN
0137-5520
Language
pol
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