It is a proven fact that an increase in quality of work lessens the amount of work that has to be done and at the end of the day improves on productivity. Fernando (2011) Affirms that, when quality of work is high, the company avoids losses that are incurred as a result of errors and wastage. Due to the low cost of production, the firm is able to lower the prices of their products and services without making losses. When the processes within the company are improved, the end result is a quality product and service which leads to higher customer satisfaction. Customers are sure of quality products without defects raising the firm’s reliability ratings.
We will use an example of the National Bank of Abu Dhabi that resulted to increasing the quality of their products and services. This meant that the staff did not spend too much time redoing work that had already been done. Perfection could therefore be arrived at without spending too much time working on a single project. What this meant was that their rate of production went up without lowering the quality of service they offered to their clients. One vale that they incorporated in to their systems was the voice of the customer. This meant that they sought to listen to the views of their clients in order to understand what the customer needed. This meant that the services and products they came up with were tailor-made for their customers (Deming, 2009).
The other thing they did in order to increase the quality of work was by introducing value streams and a sense of constancy of purpose. By this they sought to gather the views of their customers and come up with products that not only met the customers’ needs but even exceeded their expectations. They stayed away from focussing on a particular product or service; they shifted their focus to the needs of the clients and how to keep them happy. This ensured that the staff at the bank did not spend too much of their time adjusting the general products to suit individual customers as was the case in the past.
According to Myszewski (2012), a customer centred service worked well for the National Bank of Abu Dhabi as it kept their clients coming back. This is because the clients knew that they were assured of reliable service each time. Constantly providing quality service is especially important for players in the service provision industry because these services are consumed almost instantly. They also used new and improved technology to meet the needs of customers. Services such as E-banking and paperless transactions appealed to many customers who did not have the time to queue for long in banking halls. They also found ways to develop relationships with clients so that their customers always felt appreciated and cared for.
Improving the quality of service has many advantages both for the clients and the owners of the enterprise. When the National Bank of Abu Dhabi profited from such ventures, they were able to diversify into other sectors of the banking industry. Mostly this diversification was determined by the needs of the clients. They went into mortgage financing, real estate, bonds and forex trading on behalf of their clients. At the end of the day, more job opportunities were created as more staff was needed to take care of the newly found business avenues. Improved internal processes within the bank ensure that their management practices also improved a great deal. A good management system ensures a great customer service experience proving that increasing the quality decreases rework which helps improve productivity.