Complaint management system for the Banking Industry
The
Service Quality initiative at National City was introduced as a method
of ensuring long-term commitment to quality service through objective
analysis, implementing changes, and ongoing performance monitoring.
“Creating a culture focused on QUALITY takes time and requires
dedication, but the rewards are endless,” said David Tovtin, Vice
President, National City Bank.
As part of the Service Quality focus, all National City business
lines participated in self-assessment focus groups to identify key
opportunities aimed at better serving both internal and external
customers. These focus groups involved employees across all locations
and levels of the organization. During these initial focus groups, as
well as the preliminary decisions during the development of the
corporate-wide
Service Quality strategy.
• Reduce errors
• Faster resolution times
• Increase customer satisfaction
• Streamline workflow
• Implement a common software platform for the entire company.
The Excel Award, National City's highest employee recognition award
program,
recognizes individuals and work teams who understand that taking care
of the
company begins with taking care of the customer. They are leaders
whose
standard of excellence demonstrates National City's core competencies
of sales,
service and efficiency. The winners were announced during the
Breakfast of Customer Champions videoconference on March 13, 2002.
Congratulations to the Everest Team, 2001 Excel Award winners:
TO: Lynk Software, Inc.
Thanks so much for your excellent work in the past months in helping
us launch the Everest - Customer Focused Quality Management System.
You and your company exemplify exactly what we are trying to achieve
at National City. Both Dave and I feel that we could not have achieved
this success without the great amount of passion and care you showed
us as your customers. You and your team could not have been more
attentive to us in our endeavor to bring this customer focused program
to National City.
Please extend our thanks to your entire team, each one of them was a
pleasure to work with.
Valerie Paul
National City Project Services
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