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What is Optimizing TQM for SOE Bank Performance about?

This document summarizes a research paper on improving service quality in banks through implementing total quality management (TQM). It discusses three key dimensions of TQM: human resource development quality, customer focus, and employee knowledge. Good human resource practices like training and career development can improve employee job performance. Considering customer needs and treating them well is important for customer focus. Employees also need sufficient knowledge to provide good customer service

Author

yogablibali

Language

EN