Service Quality in Operations & Technology

Leaving “service”exclusively with the front-end customer facing staff is a dangerous portend to the reputation of a bank. Service orientation for Operations and Technology staff is now seen as a business critical necessity. Depending on the stage of an organisation’s “quality journey”, there are many indicators within a company that can be tracked and analysed to provide the essential “voice of customer” to management. Indicators that show up the weak points in a service delivery chain. Service Level Agreements between business lines and support units are normally insufficient -- processes often need to be re-mapped with the end customer in mind.