management - Towers Perrin

Translating strategy into operating practice requires
attention to the details of sales and service processes
Operational Excellence — One Bank’s Approach
Bank’s Perspective Operating Requirements
We strive for accuracy, we fix mistakes
We manage systematically
We understand quality and how to
improve it it
We are “customer service engineers”
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Highly efficient problem resolution
process
Customer-centered process
management
Customer satisfaction centered on
specific sales/services experiences
“Managing the quality and details of the sales and
service processes will be a much more important job in
the Retail Bank if if we are to deliver consistently on the
value promise.” — CEO of a large U.S.
bank