Determining the sources of deviations using the fishbone diagram and the VMEA tool in the International Islamic Trust Bank

Abstract

This research aims to determine the target performance and sources of uncertainty (deviations) for the main characteristics of the banking service in the bank using the variance mode and effect analysis (VMEA) and the fishbone diagram, and to identify and evaluate the variance risks during the provision of the banking service using the Variation Risk Priority Tool (VRPN) in the International Trust Bank  The Islamic study that was chosen as a sample to achieve the objectives of the research.  As for the research problem, it is represented in the sources of deviations that affect the performance of the banking service provided to customers in the International Islamic Trust Bank. Quantitative and qualitative methods were used in collecting data and the questionnaire was distributed to (13) random samples of officials and employees in the bank, and in order to process the data, statistical methods were used using the program  ((23; Microsoft Excel.SPSS V), and the most prominent conclusion was that the (VMEA) tool in banking services helped to identify the main sources of deviations and classify them according to their impact, and then diagnose the most influential (20) sources of deviation on performance after they were diagnosed  In the early stages, using the fishbone diagram with (43) sources of deviation. As for the most prominent proposal, it is training workers in risk management to gain knowledge and skill in applying the (VMEA) tool to identify and diagnose sources of deviations in the main performance characteristics and work on developing the necessary recommendations to ensure the accuracy of performance  With the aim of obtaining the target quality of banking services and relying on the VMEA tool in the process of forecasting deviations and diagnosing the sources of deviations by activating the role of  Risk Management Section and Quality Management Section in order to ensure the quality of performance by identifying the sources of deviations and preparing the necessary treatments in the event of the occurrence of predicted deviations