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This work deals with management of quality as a fundamental component in the formulation of strategies for commercial banks, important elements in the financial system. Considering the increasing emphasis and preoccupation of large organizations with quality, the insertion of banks in this context becomes of fundamental importance, inasmuch as quality has been provoking a veritable change of paradigms in management. A model for the macro-function quality is proposed, the important and relevant variables related to the dimensions of the model are identified and the desirable actions with respect to each variable and dimension are arrived at through empirical data. In the development of the model for the management of quality in banks, data obtained from 56 executives representing a universe of 43 banks actuating in Brazil were analysed. Concluding the work, alternatives are presented for adequate conduction of the actions for quality considering five dimensions: strategy, managerial model, organizational structure, human resources and systems.
Bilich et al. (Sat,) studied this question.