Driving business performance through service quality  

Oleh:

Kesh, Ratan

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-9.
Topik: Voice of Customer; Service Quality; Lean Sigma Project Management
Fulltext: Ratan_Kesh_HDFC_Driving_Business_Performance_Through_Service.pdf (110.91KB)

Isi artikel

HDFC Bank believes that the key to strategic business advantage is Customer Experience Management (CEM). The “Quality Initiatives Group” (QIG) vertical of the bank is actively involved in driving this philosophy across the entire sphere of banking activities. Driving Service Quality (SQ) initiatives across all customer touch points and Business process (BP) compliance have helped to drive focus on Customer experience, Value Creation through Process improvement and Risk Management. As a result, Overall SQ-BP Index of the retail banking channels has catapulted, leading to significant improvement in Customer Satisfaction, Loyalty Index and customer advocacy.

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