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Quest Training

Total Quality Management in Banking & Financial Services Training Course

Shows banks and financial institutions how TQM reduces processing errors, strengthens internal controls and makes service quality more consistent.

TQM · Total Quality ManagementAll Levels#2899ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Quality Management & Operational ExcellenceCategories:Total Quality Management

Course Overview

Total Quality Management (TQM) is a strategic approach to improving service quality, operational efficiency, customer satisfaction, and organizational performance across banking and financial services. In a highly regulated and competitive financial environment, effective quality management enables institutions to reduce processing errors, strengthen internal controls, improve service consistency, and align operational practices with customer expectations and regulatory requirements. This course explores the application of TQM principles across banking operations, customer service, digital banking, payments, lending, account management, and other financial services. Participants will examine quality management frameworks, process optimization, service performance measurement, customer experience evaluation, root cause analysis, corrective action management, and continuous improvement methodologies. The programme also addresses quality risks, operational controls, complaint management, and the integration of quality objectives with governance, compliance, and risk management practices. Through practical exercises and banking-focused case studies, participants will develop the skills to identify service and process deficiencies, analyse performance data, reduce operational errors, and implement sustainable quality improvement initiatives. The course provides managers, banking professionals, and quality specialists with practical tools to enhance service delivery, strengthen operational reliability, improve customer retention, and support long-term institutional performance.

Learning Objectives

  • Explain the principles and strategic value of Total Quality Management in banking and financial services.
  • Align quality objectives with institutional strategy, customer expectations, and regulatory obligations.
  • Evaluate banking processes to identify inefficiencies, service gaps, and operational risks.
  • Apply process improvement techniques to reduce errors, delays, rework, and service inconsistencies.
  • Develop quality performance indicators for banking operations and customer-facing services.
  • Analyse customer feedback, complaints, and service data to identify improvement opportunities.
  • Apply root cause analysis and corrective action methodologies to recurring quality issues.
  • Strengthen quality controls across transactions, digital services, lending, and account administration.
  • Integrate continuous improvement practices into service management and operational governance.
  • Develop an actionable quality improvement plan with measurable targets and accountability mechanisms.

Who Should Attend

Banking operations managers and supervisors. Quality assurance and service excellence managers. Branch managers and retail banking professionals. Customer experience, customer service, and complaints management teams. Digital banking and financial services operations professionals. Payments, transaction processing, and account administration specialists. Lending and credit operations professionals. Operational risk, compliance, and internal control specialists. Process improvement, business excellence, and performance management professionals. Department heads and managers responsible for service standards, operational efficiency, and customer satisfaction.

Learning Outcomes

  • Assess the effectiveness of quality management practices across banking operations.
  • Map customer and operational processes to identify bottlenecks and control weaknesses.
  • Establish measurable quality standards and key performance indicators.
  • Analyse service quality, customer satisfaction, complaints, and operational performance trends.
  • Apply root cause analysis to investigate transaction errors, delays, and recurring service failures.
  • Develop corrective and preventive actions and monitor their effectiveness.
  • Improve the consistency and efficiency of branch, digital, and back-office services.
  • Integrate quality monitoring with operational risk controls and regulatory requirements.
  • Apply continuous improvement methodologies to enhance customer experience and reduce operating costs.
  • Prepare a structured quality improvement roadmap aligned with banking priorities and performance objectives.

Course Outline

Day 1

Foundations of Total Quality Management in Banking

  • Principles, evolution, and strategic importance of Total Quality Management.
  • Quality management challenges in banking and financial services.
  • The relationship between service quality, customer trust, operational efficiency, and institutional reputation.
  • Customer expectations and service quality across branch, digital, and contact centre channels.
  • Leadership commitment, employee engagement, and a culture of service excellence.
  • Integrating quality objectives with banking strategy, governance, and regulatory expectations.
  • Practical Exercise: Assess a simulated banking service process and identify its principal quality gaps and improvement priorities.
Day 2

Banking Process Optimization and Operational Quality Control

  • Mapping and analysing core banking processes and customer service workflows.
  • Identifying bottlenecks, unnecessary handoffs, duplication, and sources of processing errors.
  • Quality control in account opening, customer onboarding, payments, lending administration, and transaction processing.
  • Standard operating procedures, process documentation, and service consistency.
  • Applying process improvement tools and performance analysis techniques.
  • Balancing processing speed, accuracy, control effectiveness, and customer convenience.
  • Practical Exercise: Analyse a banking workflow, identify process inefficiencies and control weaknesses, and design an improved process with measurable performance targets.
Day 3

Customer Experience, Service Quality, and Complaint Management

  • Understanding customer experience and service quality expectations in financial services.
  • Measuring customer satisfaction, service effectiveness, and service recovery performance.
  • Managing complaints, service failures, escalations, and recurring customer concerns.
  • Analysing customer feedback and complaint trends to identify systemic issues.
  • Developing service standards and service-level indicators across customer channels.
  • Strengthening customer communication, responsiveness, and first-contact resolution.
  • Practical Exercise: Analyse a set of banking customer complaints, identify underlying causes, and develop a service improvement plan with defined success measures.
Day 4

Quality Performance Measurement and Risk-Based Improvement

  • Developing key performance indicators (KPIs) for banking quality and operational effectiveness.
  • Measuring transaction accuracy, processing time, error rates, rework, and service-level compliance.
  • Using dashboards, trend analysis, and benchmarking to monitor quality performance.
  • Applying root cause analysis techniques, including the 5 Whys and cause-and-effect diagrams.
  • Integrating quality management with operational risk, internal controls, compliance, and audit findings.
  • Managing corrective and preventive actions and verifying their effectiveness.
  • Practical Exercise: Evaluate a banking quality performance dashboard, identify significant deviations, and prepare a risk-based corrective action plan.
Day 5

Continuous Improvement and Quality Management Implementation

  • Applying the Plan–Do–Check–Act (PDCA) cycle to banking service and process improvement.
  • Using Lean principles to reduce waste, delays, and unnecessary process complexity.
  • Improving digital banking services, back-office operations, and cross-functional workflows.
  • Embedding quality responsibilities into departmental management and operational governance.
  • Conducting quality reviews, monitoring improvement results, and sustaining performance gains.
  • Developing an implementation roadmap with priorities, responsibilities, milestones, and measurable targets.
  • Practical Exercise: Develop a quality improvement roadmap for a banking department, including performance targets, implementation responsibilities, review milestones, and monitoring indicators.

Upcoming Dates

Selected date

Beirut · 14 – 18 Feb 2027 · Classroom

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2 – 6 Nov 2026€4,400—
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16 – 20 Nov 2026€5,600—
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16 – 20 Nov 2026€4,200—
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14 – 18 Dec 2026€5,400€4,860until 23 Nov
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21 – 25 Dec 2026€5,300€4,770until 30 Nov
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27 – 31 Dec 2026€1,700€1,530until 7 Dec
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10 – 14 Jan 2027€3,100€2,790until 21 Dec
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22 – 26 Feb 2027€5,800€5,220until 1 Feb
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28 Mar – 1 Apr 2027€4,400€3,960until 8 Mar
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