Year: 2011
Type: article
Abstract: Banking industry in China is facing immense competition from local as well as foreign banks, customers choicesregarding banks are expanding. At present, banking is increasingly becoming a consumer-centric service provider.Customers are becoming more quality conscious and are demanding new and qualitative products and services. SixSigma is a kind of quality enhancement strategy that can help a bank to win customers’ loyalty. However, SixSigma alone is not enough to meet the rapidly increasing competition, an alignment between Six Sigma andknowledge management is essential. The study examines the gainful effects of the use of knowledge managementand also gives a critical analysis of the impact of six-sigma on banking performance and customer services. Thestudy examined that quality assurance practice, like Six Sigma along with knowledge management can be aneffective strategy for banking sector in China. Finally, the study proposed a model for banking sector to ensurehigh quality products and services.
Authors: Lixia Wang, Iftikhar Hussain
Institution: Shanghai University
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W1971786222