Development of the Customer Service Strategy for FNBB

This project developed the FNBB service strategy that clearly sets the service standards and “road map” for service excellence. The service strategy is envisioned to inculcate a culture of continuous improvement within the FNBB for measured performance improvement, increased staff satisfaction, and maximized retention and attraction of customers. The project linked the service strategy to the organizational dashboard that, at an operational level, will translate the corporate measures and targets into tactical divisional measures and targets.