Citibank's domestic credit and charge card units, the prime revenue generators at the nation's biggest bank, are undergoing a rigorous conversion to the religion of Total Quality Management.
The U.S. card unit has hired General Systems Co. and its quality guru, Dr. Armand V. Feigenbaum, to introduce the customer-oriented management process to about 10,000 employees, a bank spokeswoman said.
The consultant has already identified "17 specific management processes that need improvement," according to a memo to bank card officers from Rich Srednicki, general manager of the card group.
The memo assures the managers that "all employees" will become "involved and empowered" through the "top down and bottom up process," but anxiety is running high. The consultant conducted 131 interviews and visited 10 locations to identify technical and managerial areas ripe for improvement.
Over the next three months, the card unit will be busy with TQM planning. The "implementation stage" is expected to begin in August and be completed by early 1995, the memo said.