Assessing the quality gap of intellectual capital in banks

作者：Shih Kuang Hsun; Lin Ching Wen; Lin Binshan^*

来源：Total Quality Management and Business Excellence, 2011, 22(3): 289-303.

DOI：10.1080/14783363.2010.530814

• financial institution management
• financial service
• quality gap
• intellectual capital
• IPA

The financial service industry is considered to have the contents of high tech and high knowledge. In addition to being adherent to the conventional wisdom of a conservative management approach, financial service providers should also stay proactive and innovative in developing new services. Therefore, modern banks have to focus on the construction of a comparative and measurement model, develop and manage the internal intellectual capital and be dedicated to the continuous improvement in management. This paper applies the methodology and structure of importance performance analysis and balanced scorecard to analyse the quality gap of all types of intellectual capital of banks so as to come up with tangible suggestions to shorten the quality gap under an integrated BSC structure. It is hoped that the research finding can serve as a reference to bank managers in the constant pursuit of business excellence with the concept of TQM.

• 出版日期2011