You must have been wondering -after all why this blog?
My aim is only to keep myself connected with my colleagues. It is true that we officially communicate through the hierarchy of the organisation structure. But sometimes while communication through that channel either there are delays or the formality curbs the true communication.
Primarily I would like to take advantage of your experiences in the field and your assessment of our customer service, systems and host of other issues. This will help me in sometimes clarifying the perceptions of the top management and sometimes use your experiences and fine tune the policies in overall interest of the bank.
You are aware that Andhra bank is at threshold of growth. I say this because we are now on a technology platform which is one of the best in the industry. We can now grow from infancy to adult hood. It is true that we are a good bank in the sense that we have least NPAs, we have a dedicated workforce, we are still perceived as a bank growing with relatively slower pace.
We have introduced several new products in last couple of months and we are going to introduce in days to come. All this will be useful if each one of us is committed to the resolve of growing faster than the industry in coming years. The bank is also conscious that without the involvement of Human Resources the success is meaningless. It is precisely this reason that I thought let me open another channel of communication with you directly which will not be dependent on the hierarchical structure. Of course I would like this blog to be used from really serious issues and not the trivial/minor ones.
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THIS IS A GOOD INITIATIVE TO GET THE FEEDBACK
ReplyDeleteOR SUGGESTIONS FROM THE FIELD.
I WILL BE UTILISING THIS BLOG TO GIVE MY VIEW AND SUGGESTIONS
S SURYANARAYANA
GENERAL MANAGER (I & AD)
indded a very good concept. i utlise the blog to post my views.
ReplyDeleteSir,
ReplyDeleteThis is really a great idea to create a blog to promote open communications. I wish this shall prove successful in days to come.
M.S.Chalapathiu Rao
Sir,
ReplyDeleteThis is a great idea to create a blog to promote open communications and I wish this shall prove most successful in days to come.
M.S.Chalapathi Rao
It is good to see some responses.of course I would like it to be an active blog.
ReplyDeleteI think most of us had two very useful days on 26th and 27th May 09 when all branches had at the same time staff meeting on 26th and a customer's meeting on the 27th.the branches I visited gave me a mixed feeling.The staff were no doubt very receptive to all the ideas to improve customer service.Now what is happening on ground is little different.
We need to change the way we look at the service to customers.You may ask why ,when we have been giving service for last 85 years of our existence.In the current times customers have very high expectations mor so because there are players who have been giving such services.For vinstance even a simple concept of single window not implemented in any single branch i visited this week in hyderabad2,Ongole,and Delhi.This is after I issued clear guidelines.I sometimes fail to understand why ZMs or branch heads are unable to implement.Is it that there is no will or we cant carry out our directives.I get a feeling it is due to indifference.If it is so it is rather unfortunate.
We al;so launched HL scheme opened for a month so that we can take few accounts though at lower rate.we have to see the response.hopefully bthe response will be good.
we need to work hard in June if targets are to be a chieved.I hope all ZMs have geared up branches for that.
All of us have to update/ familearise ourselves about all products.That is first step for good customer service.All of us have to see that we are sensitised enough to understand even the hidden needs of our customers.
Anil Girotra
At the outset, we should appreciate the attempt for creating an additytional forum for discussion.
ReplyDeleteAs said the visits to staff Meet & Customer meet are certainly a good opportunity for all of us to understand the issues at Branches .
From the visits I made, I understand that we continue to be good only in extending plain vanilla banking. We receive customers well and meet their normal banking needs, but the expectations of customers increasing. The customer profile is getting changed in much speedier than the profile of our staff members.
As one of the customer commented, we are changing but the pace is slow.
We should look in to the aspect of our staff profile at City branches. In case we continue to fill them with Senior officers who are about to retire only, the energy levels at front desk level will not improve. We should look in to the possibility of posting a few junior officers at important branches in city. I request others to comment upon my observations
Mr Srinivas,
ReplyDeleteAs you know I was away and could not respond earlier.
One is the mindset of staff in general particularly towards customer service and quality of business we should be looking for.
I agree that we need to have a good mix of staff at branches.The same mindset issue applies to senior people.Any one above 50 yrs of age may also some time think he is old or not interested in carreer progression and therefore has no motivation to perform.i think one aspect is training and second is to make them realise that unless they perform institution will not be happy and will deal with suitably.I still feel most people will perform if they know someone is watching and will attract adverse attention if they do not perform.We too are 50 or 55+.one more thing you will observe that a good performer does not take excuse of age or promotion for non performance.I feel if branch heads are strict about service and do not dilute at all whch means at all,things will improve.
For quality of busioness we need to put thing in perspective through training etc.
AG
Sir,
ReplyDeleteI will go through views posted on this blog, which is good communcation channel among netizens.
sir,
ReplyDeleteThis is my 1st visit on this blog.
i perceive this a good forum to communicate and give your valuable suggestion to improve our banking service and your knowledge base also.
Also, This is a very good initiative taken by our ED sir. I am sure that all our staff members will participate in this and will make more out of it.
thanx,
Sachin
Probationary officer
hello Sachin,welcome to this blog.i am of course keen on communicating and see if this two way communication can contribute to improving our bank as well as help in broadening our horizon.
ReplyDeleteyou have been in the bank for couple of months now.You must have had your perceptions before you joined.Over a period you will change some of your perceptions.This is of course expected.you must make all efforts to learn different aspects of banking.Thereafter you should try and specialise in some specific areas.First few years you should try and understand basic banking.Also right away prepare for associate examination of IIB(CAIIB)
Also sometime give your creative suggestions.
Bye for now
AG
sir,
ReplyDeletetoday i have checked my mail box after a long time and was surprised to see a mail from the ed of my bank. immediately i visited your blog and got myself registered. i am a probationary officer and joined the bank around five months back. the journey has been very tough but was informative and eye opening experience for me. i have been having an account with icici bank for the last six years. what ever experience i got as a customer in that bank i want to provide the same to my customers as a staff here. i have learnt through my experience that one can not compare a nationalised bank with a private bank for various reasons like customer profile, the charges they charge,and the minimum balance they demand,but one thing we can surely provide is to welcome the customer with a smile. i am happy to learn that we have a great motivating leaders in our CMD and ED who are putting a lot of efforts to bring that change in our banking. in my short experience in this bank i have found two categories of staff one who are striving for customer service and the other category who donot understand its meaning. the most disheartening thing is the category who understand the value of customer service are either in the higher hierarchy or working in zonal offices or head office. the other category which is in the front line are in a different tune.sir recently i had the opportunity to attend the address given by our CMD in shilpa kala vedika. his speech was very motivating and inspirational. i will work hard and give my best to achieve the goals set by our cmd. the customer meet on 27 may was a very good initiative. iam happy that i got a chance to share my experience with my ED. Thank you for providing us a platform.iam sure more po's will share their experiences and the blog will be a huge success.
Thanking you,
raghav
Hello Raghav,
ReplyDeleteI tried to post my response twice but for some reason i found that it did not get posted at the site.
I am happy to see the respose.I am happy that you have related to your own experience as a customer of another bank.I do not think our personnel lack or do not posess any quality in the matter giving service.It is ATTITUDE which is root of problem.That attitude is responsible not learning about products by many people.May be there seems to be some casualness.
Well we can do some things which may sensitise people;
1. training on an ongoing basis
2.bringing better dicipline.This may warrant serious action particularly where service to customer is a cause of problem.
3.Bring out new products at regular intervals.
If you have some more ideas i would like you to think over
Anil Girotra