Development of the Customer Service Strategy for FNBB
Client:
First National Bank Botswana
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.

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The Objectives of the Consultancy was to Develop the 2013 – 2016 Strategic Plan using the Balanced Scorecard approach; Prepare the Three Year Strategic Plan for the period 2013-2016; and Develop an...