NAB (National Australia Bank)

Quality Management System

1.1 Quality Policy (in accordance with ISO 9001:2008 requirements)

NAB (National Australia Bank), one of the four largest financial institutions in Australia in terms of market capitalisation and customers, has been chosen as an example for which the following quality policy is written.

The aim of NAB is to

• Strengthen their relation with the customers and build customer satisfaction

• Provide world-class banking services

• Ensure the safety of customer’s assets and maintain a degree of trust in customers’ mind

To ensure that these aims are accomplished and quality is maintained in our services to the customers, the following key activities will be followed:

• We will provide the customers with latest technology (i.e. hardware and software) used in the field of banking and keep our employees updated with the latest trends in the banking stream and train them whenever necessary.

• We will follow a clear-communication approach with the customers, i.e. keeping them well informed, presenting appropriate recommendations etc.

• We will maintain a proper communication process within the bank employees and with the customer in form of feedback and complaints.

• We will make sure that the deposits of the customers are secured and safeguarded with state-of -the-art security technologies.

• We will appoint an official for the implementation, monitoring and reporting of various quality-improvement related tasks.

1.2 Stakeholders

In the bank, the following stakeholders are identified:

Stakeholder Need(s) Processes to fulfil needs

1. Customer • Reliability

• Service quality

• Range of services • Securing the transactions

• Improvement of risk management strategies.

• ...

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...ety Management

Task 3 (10 marks): Occupational Health and Safety Management System (OHSMS) / AS 4801:2001.

Complete the following tasks using the example of a "University" with operations based in

Australia.

3. 1: Determine at least 5-6 legislations and their specific sections that are applicable to this type of operations. The legislations may include both generic and specific legislations as well as any federal or state laws and regulations (approx. one page which should include a brief description of what is mentioned in the specific sections).

3. 2: Describe at least 10 risks for company’s operations in accordance with the AS/NZS 4801

(approx. one page).

3. 3: Develop a risk assessment chart and assess all the risks identified under 3.2 (approx. one

page).

3. 4: Describe at least 2 actions for all the risks identified under 3.2 (approx. one page).