Our client – a well known bank operating with corporate clients and individuals – asked us for assistance in designing a corporate quality control system for the intrabank services.
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The bank created a unique management system using BSC, SLA, transfer prices, etc. This is why all new management decisions had to fit the already existing effective system. Our experts were cooperating with the project team of the bank and our role was to develop the idea of the solution. The main goal was to ensure the sustainable growth of the intrabank services quality with a parallel cost reduction. At the same time the system should have fitted the procedures of BSC and SLA.
We suggested a series of unique solutions that provided the quality management system with valid feedback and motivated personnel, enabling the upgrade of the services’ quality and reduction of the cost price. The corresponding KPIs were attached to the BSC system and were included into the annual SLA protocol. We developed procedures that supported the permanent business process improvement. The new staff bonus system became the main innovation driver.
The Strategy Committee of the bank highly appreciated the results of the project and approved the introduction of a new system.
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