The article discusses how quality management is crucial for profitability in the financial services industry. It explores the importance of understanding customer requirements and expectations, as well as different quality management systems like TQM and ISO9000. The Japanese are known for their excellence in quality, and methods like performance-related pay can improve quality. The history of quality management, productivity, and cost control are also covered. Motivation theories and team work play a key role in achieving quality, along with customer service management. Tools and techniques, quality design, training, and management information are essential for maintaining quality standards in financial services.