Cause-and-Effect

Diagram
 Delay caused in Opening a new account

Environment People Process

Rules and Regulations No training program No back-up support system

Infrastructure Management issues Network issues

Maintenance issues
Law and Order Low employee engagement
Workload
Location Absenteeism Account

Opening
Delays
No proper tracking system Less printers

No proper return mail Outdated systems Low quality paper

monitoring
Improper sealing of envelopes
No token System
Service Desk
Unavailability of stationary

Measurements Machine Material

Example of TQM Implemented In HDFC Editable

Reducing the processing times of key products and services

Promptness in responding to customer inquiries

Accuracy and timeliness of statements of accounts and records

Customer Service Quality

Banking Service Product Quality

E-banking Improvement

Increasing Customer Satisfaction &

Security