Download - Public Bank | PBeBank.com

More documents

Recommendations

Info

203Chairman’s Review – Business Operations ReviewServing The CustomerHigh Conformance Level to Standard Waiting TimeOne of the cornerstones of the Public Bank Group’scustomer service excellence is Public Bank’s QueueManagement System (“QMS”) particularly for front-linecounter service. A Standard Waiting Time (“SWT”) for servingthe customer is 2 minutes which is monitored and effectivelymanaged by the QMS. In 2012, conformance to the 2-minuteSWT was recorded at 78% with more than 26 millioncustomers satisfactorily served over the branch counters.SIRIM CertificationThe customer service delivery standards for the PublicBank’s “Provision of Customer Service at the Front Office”,which include a 2-minute SWT for customers at branchcounter, has been reaffirmed under the ISO 9001:2008standards by SIRIM for a further three years in 2011. Thisis a testament to the Public Bank Group’s unwaveringcommitment to achieve consistently high levels of customerservice delivery standards.Service AmbassadorsPublic Bank has implemented the “Service Ambassadors”initiative across its branch network to provide face-to-faceservice to customers of the Bank who walk into thebranches. Service Ambassadors are trained to assistcustomers on all inquiries on banking matters and attend tocustomers’ feedback and complaints. This process ofattending to customers’ needs also provides first-handfeedback and insights into customers’ preferences andneeds which can then be used to further improve theBank’s services.Uninterrupted Banking ServicesA key aspect of delivering quality customer service is toensure sustainability of resources in both infrastructure andpersonnel which are crucial to support such services. Toensure the delivery of uninterrupted services, the Public BankGroup has put in place a comprehensive Business ContinuityPlan (“BCP”) to ensure seamless delivery of banking servicesin the unlikely event of disasters occurring. “Live” andsimulation exercises are also periodically carried out toensure that the BCP remains effective. The results of suchexercises are reviewed and enhancements are continuouslymade to the BCP, where necessary. This will ensure thecontinued effectiveness of the BCP to provide uninterruptedbanking services to customers when the need arises.Loan Service DeliveryStandard Turnaround TimeSince 2002, Public Bank’s standard operating proceduresfor the “Provision of Customer Service in Loan Delivery” hasbeen certified by SIRIM based on the ISO 9001:2008standards, which covers retail and corporate loans, creditcard, securities documentation and trade financingtransactions. Under the scope of the ISO 9001:2008standards, the Bank has implemented standard operatingprocedures, continuous work process improvement andcompliance with standard turnaround time for processesfrom loan origination to loan disbursement.Customer Feedback SurveyPublic Bank has initiated Customer Feedback surveys togauge its customer satisfaction levels. Feedback receivedfrom these surveys have shown that more than 90% of theBank’s customers were satisfied with the level of its loandelivery services. Notwithstanding the strong feedback, theBank will continue its efforts to ensure total customersatisfaction and improved efficiency by further reducing itsloan delivery turnaround time.
204PUBLIC BANK BERHAD Annual Report 2012Resilient AlwaysChairman’s Review – Business Operations ReviewChannel ManagementThe Public Bank Group’s self service delivery channelscomprise:Automatic Teller Machines (“ATMs”)Cheque Deposit Machines (“CDMs”)Cash Deposit Terminals (“CDTs”)Cash Recycling Machines (“CRMs”)Internet bankingInternet BankingIn 2012, newly registered users of Public Bank’s internetbanking channel, PBeBank.com continued to grow steadily,with an increase of 18.4% and 19.7% respectively inindividual and corporate customer users. The number ofactive users also grew by 21.7% while the volume of onlinetransactions rose by 15.2% with a total of 85.8 milliontransactions performed online in 2012.Mobile phone bankingSelf Service BankingThe Public Bank Group continued its pursuit of modernisingits banking services with the deployment of new andupgraded ATMs, CDMs, CDTs and CRMs. During the year,the Group added 114 self service terminals and replaced 99ATMs and CDTs with the more efficient bifunctional CRMs,bringing the Group’s network of self service terminals to atotal of 1,645 units as at the end of 2012 comprising 522ATMs, 532 CDMs, 405 CDTs and 186 CRMs.
Page 1 and 2:
144PUBLIC BANK BERHAD Annual Report
Page 3 and 4:
Page 5 and 6:
Page 7 and 8:
Page 9 and 10: 152PUBLIC BANK BERHAD Annual Report
Page 59: 202PUBLIC BANK BERHAD Annual Report
show all

Download - Public Bank | PBeBank.com

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?