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Investing in the Future

Investing in the Future Outlines, briefly, the history of the ANZ Bank in Australia and the changing nature of banking. Describes the people oriented issues which carried the change process forward when, with the support and encouragement of top management, the Bank began its Customer Care programme with an intentional focus on troubleshooting, customer service improvement and influencing changes in managementstaff relations. Asserts that if people become knowledgeable and work within the system, they can contribute to quality improvement by acting on this knowledge and participating in the changes that affect their work life. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Investing in the Future

Managing Service Quality , Volume 1 (1): 5 – Jan 1, 1991

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003120
Publisher site
See Article on Publisher Site

Abstract

Outlines, briefly, the history of the ANZ Bank in Australia and the changing nature of banking. Describes the people oriented issues which carried the change process forward when, with the support and encouragement of top management, the Bank began its Customer Care programme with an intentional focus on troubleshooting, customer service improvement and influencing changes in managementstaff relations. Asserts that if people become knowledgeable and work within the system, they can contribute to quality improvement by acting on this knowledge and participating in the changes that affect their work life.

Journal

Managing Service QualityEmerald Publishing

Published: Jan 1, 1991

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