Some solutions to improve comprehensive quality management at Vietnamese commercial banks

Abstract:

Facing intensifying competition from domestic and foreign banks, enhancing service quality and customer satisfaction is a prerequisite for Vietnamese commercial banks (VCBs) to ensure sustainable development. Total Quality Manage- ment (TQM) has emerged as a breakthrough solution, providing the key to success in this challenging landscape for all organizations, regardless of industry.TQM is a management model that starts with leadership commitment, through com- munication and the involvement of all members of the organization to build a customer-centric culture together, towards the common goal of the organization is to develop and develop sustainably through continuous improvement of product/ service quality, meeting customer needs and increasing competitiveness.Therefore, the effective application of TQM will help VCBs create a customer-centric culture, improve operational efficiency and optimize profits. Using a theoretical research method, the author has synthesized and analyzed data from many reputable sources such as documents, books, newspapers, and specialized journals. Thereby, analyzing the current status of TQM application in VCBs, comprehen- sively evaluating the strengths and weaknesses, and proposing a number of solutions to improve the work of total quality management in VCBs.