Abstract:
The banking industry has undergone a number of challenges as well as, changing customer
expectations particularly after the crisis situation of 2007. Therefore in order to lead the banking
industry, service quality needs to be maintained to delight the customer and their expectations.
This approach in which service quality is defined and maintained is termed as ‘Total Quality
Management’. All of the above diagrammatic representation is the result of the survey conducted
by HBL bank in 2011.The report is conducted in order to evaluate the performance of the banks
after implementation of the TQM techniques. After the process of evaluation the planning and
strategy implementation department is planning for the new strategy. According to Sarah
Arghuman, the strategic planning Head at HBL is on the opinion that the bank is revitalizing its
policies because in recent years a large of HBL customers has shifted their stake from HBL to
other commercial banks in order to retain the existing lot and to attract the new one, the bank is
implementing TQM mantra in order to lead the market as according to the customer’s
perception.
