Quality Control

Like most banks customer service and transactions (time and accuracy) are highly monitored for quality. Investors Savings Bank, again like most banks, uses cards and/or online surveys that customers can fill out that expresses their level of satisfaction in many areas in which their visit encompasses. These area would be friendliness of the teller, how much time the transaction/s took,....etc. The use of QC charts doesn't really work very well with intangible products and services that Investment Savings Bank offers, so the surveys of customers are the best way to guage quality.



Investors Savings Bank, like all other companies, is always looking to continually improve it's practices and quality for the sake of business success and customer satisfaction. A bank is is responsible for using careful procedures for the processes to ensure that customers money is accessable to them. Banks cannnot afford to have unintended variablitiy in there services. The fishbone diagram is most definately used to seek out inefficiencies that might be adversely effect quality. Training of employees, new bank technology (software and hardware), and even the manager's schedualing of more employees at peek hours or days will probably be the categories most looked at using the fishbone diagram.

Investors Savings Bank does not use Six Sigma practices. Investors Savings Bank should look into adopting Six Sigma practices because it has been proven to increase efficiency which positively correlates with quality. Also, since Six Sigma basically regiments practices, it would be very fitting for a bank because banks must follow many procedures to accomplish their everyday business. (www.isbnj.com)