Politici şi strategii privind evaluarea sistemului de asigurare a calitaţii produselor şi serviciilor oferite de băncile comerciale din România

Abstract

Financial certainty of a commercial bank is determined by a number of indicators, mainly qualitative, among which is the quality of banking products and services. Ensuring quality in the banking system is a specialized part of overall management according to ISO 8402/1994, revised under ISO 9000/2000, comprise general management function activities that determine quality policy objectives and responsibilities which are implemented by means such as planning, controlling, quality assurance and improvement within the quality system. One of the major theorists of the system of quality assurance, Theodore Levitt, a Harvard professor, argues that every company should try to meet the needs of its customers. This raises a new philosophy of business, a modern marketing concept that has its starting point outside of the needs of individuals in the target market, followed by manufacturing and offering what they want, and the company makes profit. The term quality has different meanings and connotations in the context of optimizing the quality of products and services offered by commercial banks. Guidelines or procedures can not describe a single model as universally valid credit institution.