...Ronald J. Burke This study examined employee reactions to a process reengineering initiative in a large financial services organization. Data were obtained from 2,514 employees, using questionnaires completed anonymously. Employees having longer company tenure, those at higher levels, and men held...

...Adrian Wilkinson; Darren McCabe; David Knights Questions whether “quality” is having as much impact in the financial services sector as the evidence of use of quality management techniques in the UK suggests. Explores the context within which “quality” is finding a place in financial services...

...David Memmott Outlines how Girobank adopted TQM management techniques for the financial services sector. Illustrates the way Girobank gained commitment to the project from management and employees in Girobank′s operations directorate through workshop training sessions. Diagrams shows how quality...