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Implicarea Personalului Din Cadrul Băncii În Procesul De Ameliorare Continuă A Calităţii Serviciilor Oferite Clienţilor

Listed author(s):
  • Dobran, Ruxandra Diana

    (Groupe Société Générale hors France)

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    Această lucrare scoate în evidenţă importanţa implicării personalului bancar în procesul de ameliorare continuă a calităţii serviciilor oferite clienţilor. Fără implicarea angajaţilor în demersul calităţii, nici o teorie sau idee formulată şi susţinută de conducerea de vârf a organizaţiei nu poate fi pusă în practică. Însă pentru a se implica, aceştia trebuie motivaţi şi formaţi în domeniul calităţii. Cultura de companie joacă şi ea un rol important. Fără a se simţi parte din companie, fără a fi familiarizat cu cultura calităţii şi fără a primi un mesaj în acest sens din partea conducerii, personalul băncii nu se va implica îndeajuns în procesul de îmbunătăţire a calităţii.

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    Article provided by Centre of Financial and Monetary Research "Victor Slavescu" in its journal Studii Financiare (Financial Studies).

    Volume (Year): 13 (2009)
    Issue (Month): 2 ()
    Pages: 81-87

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    Handle: RePEc:vls:finstu:v:13:y:2009:i:2:p:81-87
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