ISO 9001: Quality Management in Financial Services

ISO 9001: Quality Management in Financial Services

Objective:
By the end of this course, participants will understand the principles of ISO 9001, its application in financial services, and how to implement quality management systems to improve service delivery and operational efficiency.

Introduction to ISO 9001 and Quality Management Systems
• Overview of ISO 9001: History, purpose, and key principles.
• The structure of the ISO 9001 standard.
• Key concepts of quality management systems (QMS) in financial services.
• Benefits of ISO 9001 certification for financial institutions.

Implementing ISO 9001 in Financial Services
• Steps involved in implementing ISO 9001 in financial services.
• Roles and responsibilities of management and staff in ISO implementation.
• Identifying and defining processes critical to quality in financial services.
• Creating a quality policy and setting quality objectives.

Quality Assurance and Continuous Improvement
• Quality assurance techniques in financial services.
• The role of audits in maintaining ISO 9001 standards.
• Continuous improvement: Tools and techniques for monitoring and enhancing quality.
• Measuring customer satisfaction and feedback mechanisms.

Maintaining and Sustaining ISO 9001 Compliance
• Document control and records management for ISO 9001.
• Internal and external audits: Preparing for assessments.
• Corrective actions and non-conformities.
• Ensuring ongoing compliance and adapting to regulatory changes.