Improvement lessons from Mid-State's thirteen-year quality journey

Article Abstract:

Mid-State Bank and Trust Co. of Altoona, PA, has been in pursuit of total quality since 1982. In its 13-year journey towards quality, the bank has grown more profitable and has tripled its size. The difference between itself and other banks that think they have already overcome the quality challenge is that Mid-State's ongoing quality program promotes continuing growth and prosperity. The bank's experience reveals five areas that need to be addressed. These are communication, training, customer focus, performance plans, and recognition and reward.

Quality management, Total quality management, Mid-State Bank and Trust Co. (Altoona, Pennsylvania)

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Glendale Federal meets the new realities of marketing financial services

Article Abstract:

Bank marketing is being dramatically transformed by such trends as the increasing competition in the financial services industry, the growing use of retailing as a marketing tool and the greater focus on the competition. Glendale Federal Bank in Glendale, CA, is responding to these challenges by being responsive to changes in the environment and by shortening the cycle time in getting products to market. It has abandoned its 'institutional' tradition in favor of total commitment to retail marketing.

Bank marketing, Glendale Federal Bank F.S.B., GLN

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How customers choose banks

Article Abstract:

Intense competition in the banking industry has led to increased marketing efforts to attract more clients. However, a survey on the determinants of bank selection reveal that marketing efforts should emphasize the issues of service charges, the bank's reputation, interest rates, speedy loan approval and friendly customer service. Unless banks obtain an edge over competitors in these aspects, attracting new clients may be a sted effort.

Evaluation, Economic aspects, Consumer preferences, Customer service

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