An assessment of quality management systems in selected banks in Singapore.

This Applied Research Project is a study on the level of quality in banks operating in Singapore. The participants of this study include two major local banks and three multinational banks. We have decided to conduct a research on banks because the banking industry plays a major role in Singapore’s economy. Moreover, in recent years, many local banks have been venturing out regionally and globally. We feel that for these banks to compete successfully against other big players, the use of competitive weapons such as total quality is essential. With the growing importance of quality, and the fact that there is very little literature on banks’ quality systems, we have taken upon this study. The study aims to determine the level of quality performance of these five banks, and come up with suggestions that can further enhance the banks’ quality systems. Another objective of this study is to demonstrate that quality is an integral part of an organization. For our research, both primary and secondary data are collected. Primary sources include interviews and observations, and secondary sources include reviews of annual reports and the banks’ publications. Our research findings strongly indicate that the integration of quality within all functions and processes in an organization is a vital component of a good quality system.BUSINES