A Study On Validation And Improvement Of Qulity Management System In Bank Of America Shanghai Branch

With the fierce competition within the finance industry nowadays, both local & foreign bank realize the necessity of improving quality management so as to better survival and development. Therefore, it's vital and urgent for the bank to set up an effective quality management system. ISO9000 standard of International Organization for Standardization embodies quality management theory and development of quality improvement. Implementation of ISO standard is beneficial for the bank to set up quality system in compliance with standard as well as to regulate the activities of bank's quality management. To improve the management, Bank of America Shanghai Branch (hereinafter abbreviated as "BOA") established the quality system according to the ISO9000 standard.However, the validation of quality management system is doubted as in China ISO9000 quality system is seldom implemented in the bank industry currently. This thesis introduces AHP to establish appraisal index system to study on the validation of BOA quality management system. On the other hand, there're some problems in BOA system which mainly due to the lack of implementation experience and the shortage of the nature of ISO standard itself. Aiming at solving these existing problems, this thesis proposed the improvement schedule for BOA quality system to settle the root cause, i.e. firstly, to find out the way to resolve the problem in the process of ISO implementation; secondly, to smooth the whole system by using eight principles of quality management; finally, by introducing six-sigma to make up the defects of ISO standard to ensure continuous improvement.Through the research of validation of BOA quality management system, this thesis proves that the implementation of ISO9000 is helpful to set up and enhance basic platform of bank's management, improve the bank's quality management to reach the target of quality and fulfill the satisfaction of customers. Meanwhile, the defects of ISO quality system should be fully regarded in the implementation. It wouldn't be satisfactory enough to set up and maintain ISO standard which should...