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Quality Analysis: Wells Fargo

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Quality is important to ensure success within a company. Quality is defined as an error free service and represents what the customer wants and what a company delivers (S. Kemp, PMP, 2006). Quality is important to maintain a sense of security to the customer. Companies operate on established policies and procedures that obtain and retain customer satisfaction. When it comes to Wells Fargo, in the Default Quality Assurance Group division, quality is apart of our mission. Our mission is to develop and perform quality reviews and provide quality analysis of performance that will assist our partners enhance their processes and expertly manage risk. Quality remains important as a company and within our division. In this paper I will discuss what …show more content…

One where they feel valued and respected for who they are as well as for the skills and experience they bring to our company (Our Values. 1999-2016).
The fifth value is leadership and we’re all called to be leaders. As team members we are called to be the link between Well Fargo’s vision and its customers. This role is not exclusive to those who hold the title of a manager or team lead. We define leadership as the act of establishing, sharing, and communicating our vision (Our Values. 1999-2016). This includes the ability to motivate others so that they understand and embrace our vision.
These values compliment the vision of the Wells Fargo Company. The vision of Wells Fargo states, “We want to satisfy our customers’ financial needs and help them succeed financially” (Our Values. 1999-2016). This vision is not based on transactions or selling products. The vision is accomplished by building lifelong relationships with each and every customer. This vision will forever matter to Wells Fargo. The relationship we hold with our customers is a reciprocal one. The customers succeed financially and satisfy their financial needs, which results in Wells Fargo making money. It is never the other way around. The stagecoach is never put ahead of the horse. Both the values and vision guarantees that quality remains important to ensure Wells Fargo’s success …show more content…

A tarnished image due to bad quality is much more easily recognized in todays would due to the advancement of technology and impacts the company more. Quality issues can be quickly magnified by a tweet, a text, a Facebook status, etc. (N. Offendhal & T. Norman, personal communication, 2016). If quality is not promoted as high importance it has an immediate and lasting impact on the company’s image. After the company takes a hit from a bad quality experience winning the trust back from consumers can be difficult. If a company has good quality, it means that the company has its checks and balance processes in place by ensuring the process and procedures are being managed and followed, across all departments (T. Norman, personal communication, 2016). As stated previously, quality ensures that everyone is complying with the rules and regulations set by government and the business itself. Having quality departments helps mitigate risk caused to the consumer of the business itself.
I think that a lack of quality causes a lack of pride and can impact the ability for an employee to truly excel at their job. Putting out an inferior product does not encourage development or allow an employee to reach the level of success compared to their peers that place higher importance on quality. Having quality makes sure that employees are following policies and procedures and not just doing what is most convenient or increasing

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