Tqm in Public sector banks

The need of the hour is to develop awareness of TQM approach in banks to strive for achieving “Zero error” and “Zero grievance” levels. In fact, most of the bank systems and services are designed to control customers rather than satisfy customers. Banks in India, especially public sector banks, have to bring in more quality in their activities and services in order to be competitive in this changing banking environment. Most bankers would like to believe that they are in the finance industry and not in the service Industry. Thus they tend to compete in terms of financial powers rather than service quality. Total quality management, which is about total customer service and continuous customer satisfaction, is applicable not only to the manufacturing industry but also to the service sector where the customer is just as important. Services are where the future is. It has been witnessed in the most developed countries of the world that service sector has come to occupy the top position in their economies. Customer satisfaction perhaps is the only route to survival and growth. Developing strategies that focus on satisfaction as the starting point makes it imperative to identify what satisfies or makes the customer happy. The public sector banks must weed out potential bugs and build delight in their delivery to customers. Customer's decision to patronize one and not the other is based on quality service offered to him. Banks, therefore, prosper or decline, depending upon the quality of service they provide to their customers.