The paper presents aspects of quality management in ING Bank Śląski SA in the context of ISO 9001: 2000 requirements. ISO 9000 standard series are a universal tool for the creation of a quality management system in any organisation. The authors, using the structure of ISO 9001:2000, analysed the pro-quality approach in the Bank. They focus on the managers' responsibility and the need to involve them in the quality system. The problems of the human resources management and the completion of the Bank's basic tasks were presented. Types of measurements and analyses performed in the examined organisation were enlisted. It may be concluded following the analysis of the research results that ING Bank Śląski SA has a basis for the creation of the quality management system in compliance with ISO 9001:2000. The Bank shows a process approach in some areas of its activities: the main processes were identified and the existing documentation may be used to prepare documentation required in the quality system. The Bank performs a lot of research and numerous analyses, especially regarding its customers, which may be used directly in the created system. The level of customer service, effective internal communication and human resources management may also be translated directly to fit the system's requirements. In order to receive a quality certificate for the Bank, the existing system would have to be adjusted to ISO 9001:2000 requirements, missing elements required by the standard would have to be in place and the system would have to undergo a certification audit performed by an independent certifying entity.