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Techniques And Instruments Of Quality Management Used By The Commercial Banks Worldwide


  • Dobran, Ruxandra Diana

    (Société Genéralé – Paris)


Analyzing the importance of the measurement and the reporting of the quality management in the Romanian banking system, this study puts into limelight the principals techniques and instruments used by the banks, divided in three big categories depending to the complexity and propose of their utilization: primary, secondary and tertiary. The tertiary techniques and instruments are the most specialized; they support the primary and secondary techniques and instruments when they can not obtain the desired information or the expected result.

Suggested Citation

  • Dobran, Ruxandra Diana, 2009. "Techniques And Instruments Of Quality Management Used By The Commercial Banks Worldwide," Studii Financiare (Financial Studies), Centre of Financial and Monetary Research "Victor Slavescu", vol. 13(1), pages 166-182, March.
  • Handle: RePEc:vls:finstu:v:13:y:2009:i:1:p:166-182

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    techniques; instruments; quality; bank; graphics; diagrams; statistics; brainstorming; benchmark; clients; claims; data collection;

    JEL classification:

    • D20 - Microeconomics - - Production and Organizations - - - General
    • C10 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - General
    • C - Mathematical and Quantitative Methods
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing


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