Quality Management

4 Dimensions of quality:

PROCESS OF DESIGN:
To meet the customers need, Investors keeps opening new modern branches in diverse cities in New Jersey (Red Bank Branch is the next grand opening) and trying to create ways in which the customers can gain access to their account in a really simple way.

PROCESS OF CONFORMANCE:
The last grand opening - Perth Amboy Office - had high quality of conformance. Local customers are really happy to have a branch close to home, with not only bilingual, but efficient and courteous service.
High quality conformance is shown in the use of online banking too.

ABILITIES:
Availability: Each branch has its own operations hours. The regular hours are from Monday to Friday from 8:30 am to 5 pm and Saturdays from 9 am to 1 pm. Perth Amboy for example has late-night hours Thursdays and Fridays until 6 pm. Online banking is 24 hours and 7 days a week, and the same for the ATMs and the Phone Automatic System.
Reliability: The bank offers such things as savings and checking accounts. These types of accounts given to customers are very secure and there is almost no chance of failure. Possible threats are fraud and other types of abuses to these accounts. There are many regulations and ways for customers to regain their lost moneys, so the threat is taken care of.
Maintainability: In case of any sort of account abuse, the customer is immediately notified to these wrong doings. Steps are then taken toward the reacquisition of their funds.

FIELD SERVICE:
The customer service at Investors is prompt, competent and integral. Investors will always try to help its customers, providing personalized and friendly service. The objective is developing new business while retaining and expanding existing customer relationships.

Investors Savings Bank currently has many quality systems in place. These include 24/7 online banking, ATM machines, bank employees (during store hours), automated phone services, and online information on their website. Future improvements can be made by opening up more new stores which would allow for a greater number of ATM locations and a greater number of bank employees to speak with. The automated phone services should become less automated and become more personal with live representatives of the bank. This would establish a more personal feel to the bank, which should earn Investors Bank a good reputation, which would generate more business. Also, on the topic of speaking with customers, Investors Bank has many bilingual locations, but increasing the number of languages spoken by employees could be a very big asset for brining in new clientele. http://www.isbnj.com/