TECHNIQUES AND INSTRUMENTS OF QUALITY MANAGEMENT USED BY THE COMMERCIAL BANKS WORLDWIDE

Analyzing the importance of the measurement and the reporting of the quality management in the Romanian banking system, this study puts into limelight the principals techniques and instruments used by the banks, divided in three big categories depending to the complexity and propose of their utilization: primary, secondary and tertiary. The tertiary techniques and instruments are the most specialized; they support the primary and secondary techniques and instruments when they can not obtain the desired information or the expected result.