《China Banking Six Sigma》.pdfVIP

/ijbm International Journal of Business and Management Vol. 6, No. 2; February 2011 Banking Sector Growth in China: Can Six-Sigma Be a Solution? Lixia Wang PhD Candidate, School of Management, Shanghai University, PR China E-mail: lilywlx6@ Iftikhar Hussain (Corresponding author) PhD Candidate, School of Management, Shanghai University, PR China E-mail: iftikhar_raja@ Abstract Banking industry in China is facing immense competition from local as well as foreign banks, customers choices regarding banks are expanding. At present, banking is increasingly becoming a consumer-centric service provider. Customers are becoming more quality conscious and are demanding new and qualitative products and services. Six Sigma is a kind of quality enhancement strategy that can help a bank to win customers’ loyalty. However, Six Sigma alone is not enough to meet the rapidly increasing competition, an alignment between Six Sigma and knowledge management is essential. The study examines the gainful effects of the use of knowledge management and also gives a critical analysis of the impact of six-sigma on banking performance and customer services. The study examined that quality assurance practice, like Six Sigma along with knowledge management can be an effective strategy for banking sector in China. Finally, the study proposed a model for banking sector to ensure high quality products and services. Keywords: Six Sigma, Knowledge management, Quality, Banks, China 1. Introduction The current challenging economic environment has placed considerable stress on financial institutions to decrease costs and sustain a greater level of clients’ satisfaction.