BNP Paribas, considered the leading European banking group today, was founded on May 23, 2000, following a stock market battle that saw a fierce battle waged between BNP and Societe Generale for the merger with Paribas, with BNP coming out on top. Today, it is known as a company that concentrates on enhancement of the satisfaction of all its customers.
We will focus on the BNP Paribas Loire Valley, which is actually the headquarters of the region, as part of our study. Based on information gathered during our interview with Mr. Capon, the head of human resources management at BNP Paribas, we could see the importance given to the quality management system at the Loire Valley branch.
The group is frequently confronted with a number of issues relating to governance, banking secrecy, data protection and money laundering, and hence the importance to the quality management system. It would be interesting to know the impact of the quality management system on the various stakeholders, and its consequences. To understand this, we will first present the general quality management system, followed by the quality management system at BNP Paribas Loire Valley.
Subsequently, we will see how the internal and external actors have been impacted.The system of quality management is defined as a set of guidelines and a process of continuous improvement. It helps guide and verify an organization in terms of quality and organization in order to provide services the ability to standardize and reuse resources essential to ensure flexibility and performance and achieve expected business strategy results.
For the company, the system of quality management is a central domain which presents issues such as customer retention, increased market share, reduction of poor quality costs or having a competitive advantage .
The purpose of the system of quality management is firstly to ensure the quality of the product and service offered by the company as well as enhanced customer satisfaction, bearing in mind that it must be profitable and therefore competitive.
Stakeholders include all the actors that contribute to the economic life of a company (employees, shareholders, suppliers and customers), and of those who observe it (the unions).These companies are transparent to their stakeholders and ensure the satisfaction of their interests.
We can distinguish these stakeholders into two categories:
- Internal stakeholders: managers and employees.
- External stakeholders: customers, suppliers and shareholders.
The stakeholders represent a cornerstone of quality management policy conducted by a company and so one moves away from the adversarial relationship which opposed such employees and employers or businesses and unions. The quality approach of BNP Paribas has the aim of reconciling the interests of bank customers, shareholders and employees.
Tags: Quality Management at BNP Paribas Loire valley, Competitive advantage of BNP Paribas
[...] These companies are transparent to their stakeholders and ensure satisfaction of their interests. We can distinguish these stakeholders into two categories: - Internal actors: managers, workers and employees. - External stakeholders: customers, suppliers and shareholders. Stakeholders represent a cornerstone of policy quality management conducted by a company and so we move away from this adversarial relationship that opposed such employees and employers or businesses and unions. System of quality management and certification within the BNP Paribas Pays de la Loire The quality approach of BNP Paribas Pays de la Loire has been in place since 2002.This approach has the purpose of reconciling the interests of bank customers, shareholders and employees. [...]
[...] For this, we will initially present the system of quality management in general and especially in BNP Paribas Pays de la Loire. We will see later how the internal and external stakeholders were impacted. Explanation of the system of quality management in general application to the BNP Paribas Pays de la Loire Definition of quality management and stakeholders The system of quality management is defined as a set of guidelines, and a continuous improvement process. It helps to guide and verify an organization in terms of quality and organization, in order to provide services the ability to standardize and reuse of resources essential to ensure flexibility and performance and thus achieve the business strategy expected. [...]
[...] Suppliers The establishment of a system of quality management has also affected suppliers. For BNP Paribas Pays de la Loire, quality is a key element in the purchasing process of BNP Paribas. Indeed, there has been an improvement in the quality of communication at different stages of the purchasing process through various tools. One can first find the establishment of a platform that allows information exchange between suppliers and buyers. We can therefore consider that the company is part of an extended enterprise approach. [...]
[...] Three areas are particularly important for BNP Paribas Pays de la Loire. First, there is the quality of service, with particular attention to home and value for money. Indeed, this translates into the establishment of major program of transformation of the agencies," that is to say that it ensures that the company is able to better meet customer needs in terms of hospitality, listening, the Board, schedules but also better constructed spaces. New layout of the BNP Paribas Pays de la Loire Then, the bank wants to head innovation, which is an issue of implementation of these values are creativity, responsiveness, ambition and commitment. [...]
[...] It is interesting to note that the BNP Paribas Pays de la Loire is one of the certified entities. It first obtained ISO 9001 certification, which is a quality management system which leads to the continuous improvement of customer satisfaction. This repository meets the requirements of the latter and also with regulatory requirements. Moreover, it has achieved ISO 14001 which is a standard for environmental management. Indeed, the group considers itself environmentally friendly, especially with its choice of suppliers. For example, it will choose manufacturers who supply office furniture made from materials respecting the ecology. [...]
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