Back to category: Business

Limited version - please login or register to view the entire paper.

Quality Service

TABLE OF CONTENTS
1. Background
2. Quality measurement systems
3. Useable information
4. Quality problems
5. Overall assessment
6. Improvements
7. Obstacles
8. Annexure

BIBLIOGRAPHY
1. Course reading and handouts
2. Interview with general manager (Nandes Erasmus)
3. SLAs form ABSA mortgage bank
4. Documents from ABSA marketing and operations
5. Internet



INTRODUCTION
Quality service is one of the critical factors for any company to survive in this ever challenging world of customer service. For ABSA to increase their share of the customers wallet we will have to continuously improve on the quality of our service delivered.

STAYING ALIVE WILL MEAN TO DELIVER SUPER SERVICE!


The department which I have interviewed for my assignment was Retail banking service.
Their function in the ABSA group is to deliver a quality service to our customer which is in agreement to set service level agreements between strategic business units. In being able to deliver a quali...

Posted by: Garrick Christian

Limited version - please login or register to view the entire paper.