Banken for en verden i endring The bank for a ... - BNP Paribas

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Banken for en verden i endring The bank for a ... - BNP Paribas

• relations with clients and suppliers / listening to our clients and meeting their needs

quALITy ASSuRANCE

A loyalty-building lever

Studies show that there is a strong correlation

between clients’ perception of service quality

and their loyalty, which is a major component

of profitability in Retail Banking. Enhancing the

quality of relations with clients therefore fits into

the Group’s strategy and provides a framework

for its sales initiatives.

Integration with management

Since 2004, employees’ annual appraisals

have included two new criteria measuring each

person’s contribution to this satisfaction-raising

process: individual client satisfaction, measured

at local level, and client loyalty. Quality assurance

is an integral part of the management of

sales performance. The indicators show these

clients are particularly satisfied with their client

advisors and the service they receive.

An extensive certification

2006

2005

2004

2003

35

33

30

25

16

18

21

In order to improve quality, some processes

have been reorganised with a view to streamlining

processing and improving reliability and

treatment time. This overhaul relies on workflow

software that coordinates the work of multiple

players, and it involves centralising capabilities

into centres of expertise that can handle client

requests.

An extensive search for certification

This constantly renewed search for client satisfaction

has brought about upgrades in sales

and process management and has led to the

obtaining of the most relevant external certification.

With 60 active certificates at the end of

2006, BNP Paribas remains one of the banks

that have taken the ISO 9001 process the

furthest.

25

Active ISO 9001 certificates in France

Active ISO 9001 certificates outside France

In 2006, new business lines obtained ISO 9001

certification such as, in France, Cetelem’s consumer

relations department and Arius’ rental

and asset management services and, outside

France, the BNP Paribas Assurance subsidiary

in Seoul, Cash Management Services in

Mumbai, and Cetelem Crédit Moderne for the

Indian Ocean region.

94 BNP PARIBAS AND ITS STAKEHOLDERS

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