The rules for survival and success have never been so unclear, the choice of strategies so uncertain and the pressure to act quickly so immense. This practical handbook focuses on cases and concepts that describe how leading players in financial services have addressed the challenges of organizational transformation and renewal. The editor and contributors provide a rich and diverse set of case examples on how companies have been rethinking and reshaping their business operations to ensure they remain competitive into the 21st century. They also consider some of the strategic implications of competing in a continuously changing 'wired world' and how to survive and thrive in such a turbulent environment.A low level of complaints, particularly those associated with staff attitude, is a useful measure of service quality. ... Customer focus index - through various customer surveys and mystery shopping exercises indices of performance can be established (see external service quality section ... This helps the measures to have a high profile at business unit level, and progress to be reviewed on a quarterly basis.
|Title||:||Achieving Transformation and Renewal in Financial Services|
|Publisher||:||Woodhead Publishing - 1999|