Factors Affecting the Implementation of Quality Management System Policies in the Banking Sector (Refah Bank case study)

Subject Areas :

mahdi kalantari ¹ , Amin Nikpuor ² , shahin sharafi ³

1 - Management, Literature and Humanities, Azad Islami, Kerman, Iran
2 - Management, Literature and Humanities, Azad Islami, Kerman, Iran
3 - islamic azad university,kerman,iran

Received: 2023-10-25 Accepted : 2023-11-27 Published : 2023-12-21

Keywords: policy implementation, quality management system, Refah Bank,

Abstract :

purpose of this research is to investigate factors affecting the implementation of quality management system policies in Refah Bank. The research community is 15 public administration professors, managers, experts and experts of Refah Bank. tool of data collection in the quantitative phase was an in-depth and semi-structured interview and a researcher's questionnaire, and its validity and reliability were checked with the opinion of professors and experts. Fuzzy Hierarchy Analysis (FAHP), FTOPSIS and DEMATEL techniques were used to analyze the data. Based on the results, the model for improving the capacity to implement the policies of the quality management system includes 5 main components of scientific leadership committed to the implementation of policies, effective and optimized processes for the implementation of policies, training and participation of employees in the implementation of policies, regular evaluation and feedback of the results of the implementation of policies and Facilitating effective and two-way communication between the organization and outside the organization was formulated, each of which has sub-components. Therefore, some measures can be taken by Refah Bank in order to reduce the failure of implementing the policies of the comprehensive quality management system. Finally, in this study, the conceptual model of the research was presented and suggestions were made to improve the capacity of this system.

References:

1- عباسی، ط.، و بیگی، و. (1395). تبیین چالش های اجرای خط مشی های عمومی در حوزه علوم، تحقیقات و فناوری. سیاست علم و فناوری، 8(3)، 1-12.
2- بهرامی، ح.، و کریمی، م. (1396). اثربخشی استقرار سیستم مدیریت کیفیت در شرکت های دریافت کننده گواهینامه ایزو (مطالعه موردی: شرکت های زیر مجموعه وزارت نیرو در استان اصفهان)، آب و فاضلاب, 28(5 ), 106-117.
3- دانشمند، ا، مصلح، ع.، کبیری، ف. (1399). سنجش میزان آمادگی پذیرش مدیریت کیفیت جامع در بانک صادرات شیراز، پایان نامه کارشنسای ارشد، موسسه آموزش عالی آپادانا، دانشکده علوم انسانی
4- زین الصالحین، ح. (1399). ارائه الگوی مبتنی بر تبیین روابط بین مدیریت جهادی و خط‌مشی‌های عمومی (مطالعه موردی سازمان ثبت احوال ایران)، پایان نامه دکتری مدیریت دولتی، دانشگاه آزاد اسلامی واحد کرمان
5- عباسیان‌فر، ط. (1397). بررسی تأثیر پیاده‌سازی سیستم‌ مدیریت‌کیفیت بر عملکرد کارکنان سازمان بنادر و دریانوردی. صنعت حمل و نقل دریایی, 4(3), 21-26.
6- کوفی گر، ا.، و فردوسی، ع. (1396)، تاثیر پیاده سازی سیستم مدیریت کیفیت مبتنی بر استاندارد ایزو 9001 بر افزایش بهره وری سازمآن‌ها- مطالعه ی موردی : شرکت نمایشگاه های بین المللی استان اصفهان، پانزدهمین همایش ملی دانشجویی مهندسی صنایع،یزد
7- گل دار، ز.، امیری، م.، قلی پورسوته، ر.، معظمی، م. (1396). طراحی چارچوب مفهومی درگیر سازی ذی نفعان در خط‌مشی گذاری عمومی، دانش حسابرسی، جلد 17 شماره 66 صفحات 81-105
8- محمدی قراسوئی، ا. (1392). برنامه ریزی، سیاست، تصمیم گیری، کنترل، مبانی سازمان و مدیریت، نشریه مرکز آموزشی درمانی شهید مطهری شهرستان مرودشت
9- مقيمي، م.، خطيبي، ا.، عبدالشاه، م. (1395). اجرای سیستم های مدیریت کیفیت جامع در راستای کاهش آسیب پذیری صنعت بانکداری، نشریه: مدیریت مخاطرات محیطی، شماره: بهار 1395 , دوره 3 , شماره 1 ، صفحه 33 تا صفحه 46.
10- Abigail, O., Mensah, S., Koomson, F., Kwame, N., Edmund, E. (2023). A conceptual framework of total quality management on innovation performance in the banking sector. The Tqm Journal, doi: 10.1108/tqm-11-2022-0334
11- Abraham, A., Ahinful, A., Opoku, M., Samuel, K., Collins, C., Godfred, T., Abdul, H. (2024). Achieving banking industry innovation performance using total quality management: an empirical study. The Tqm Journal, doi: 10.1108/tqm-10-2023-0327
12- Ali, K.A.M. (2020). The nexus between supplier quality management and organisation’s competitive advantage: an empirical evidence, LogForum, Vol. 16 No. 1, pp. 161-170, doi: 10.17270/J.LOG.2020.389.
13- Alomari, G.I., Al Muala, I., Al-Qudah, M.A. and Al-Khafaji, N.A. (2020), Impact of total quality management on business value excellence: a field study, International Journal of Academic Research in Business and Social Sciences, Vol. 10 No. 2, pp. 522-538, doi: 10.6007/IJARBSS/v10- i2/6947.
14- Anca, C., Stanciu, M., Constandache, D., Simona, Ne. (2016). Considerations Regarding the Quality Management of Banking Services. Ovidius University Annals: Economic Sciences Series,
15- Anil, A.P., Satish, K.P. (2019), TQM practices and its performance effects–an integrated model, International Journal of Quality and Reliability Management, Vol. 36 No. 8, pp. 1318-1344, doi: 10. 1108/IJQRM-10-2018-0266
16- Aviva, B. (2023). New Challenges for the Global Quality Management Systems in a Dynamic Environment - Development of Theoretical Framework. American journal of management science and engineering, doi: 10.11648/j.ajmse.20230801.14
17- Baskoy, T., Evans, B., Shields, J. (2011). Assessing Policy Capacity in Canada’s Public Services: Perspectives of Deputy and Assistant Deputy Ministers, Canadian Public Administration, 54(2), pp. 217-234.
18- .Dale, B. G. (2013) Managing quality. 4 edn. Oxford: Wiley-Blackwell.
19- Dinculescu, E., Silvia, D., Micuda. G. (2009). Quality management in banking system. Annals of Faculty of Economics,
20- Dusseav, S.P. (2017). An analysis of the relationship between financial performance and TQM, University of Missouri, 2017.
21- Flynn, B. B., Schroeder, R. G. Sakakibara, S. (2014) A framework for quality management research and an associated measurement instrument', Journal of Operations Management, 11(4), pp. 339-366.
22- Honore Petnji Yaya, L., Marimon, F. and Casadesus, M. (2011), Customer’s loyalty and perception of ISO 9001 in online banking, Industrial Management and Data Systems, Vol. 111 No. 8, pp. 1194-1213, available at: https://doi.org/10.1108/02635571111170767
23- Jeffries, D., Evans, B. and Reynolds, P. (2016) Training for total quality management. Kogan Page Ltd
24- Kanji, G. K., Malek, A. and Tambi, B. A. (2019) Total quality management in UK higher education institutions, Total Quality Management, 10(1), pp. 129-153.
25- Keting, Yin., Shan, Wang., Zirui, Liu., Qi, Yu., Bo, Zhou. (2014). Research and development on data quality assessment, management system. doi: 10.1109/ICSAI.2014.7009430
26- Kreitner, R. (2014) Management. 9 edn. Boston: Houghton Mifflin. MA
27- Leng, S., Dinh, T, Ngoc, H. (2023). Analyzing Effects of Institutional Quality on Banking Stability: Evidence from Asean Countries. International Journal of Professional Business Review, doi: 10.26668/businessreview/2023.v8i4.1154
28- Oakland, J. (2003) TQM: Text with cases. 3 edn.: Oxford: Butterworth Heinemann.
29- Ramadan, Z.,(2018), Management of Banking Businesses, 1st ed., Amman, 2018.
30- Sim, Ch., Ling., M., Shahar, J., Noormaizatul, A. (2018). An Integrative Theoretical Framework for Understanding the Role of Structural Capability in Quality Management Practices on Quality Performance. International journal of Asian social science, doi: 10.18488/JOURNAL.1.2018.811.974.984
31- Udofia, E., Adejare, B., Olaore, G., Udofia, E. (2021). Direct and indirect impact of quality management on the integrated performance of medium-scale manufacturers. TQM Journal. ahead-of-print. 10.1108/TQM-08-2020-0174.
32- Vanshan, Wright. (2022). Developing a Quality Management Systems Framework for Business Management Institutes. doi: 10.4018/978-1-7998-8085-1.ch009