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Banks the world over set some operating procedures and processes that should be used by employees in executing their duties.The main purpose of these procedures is to help the organizations to deliver service to their customers efficiently with little or no disruptions and minimum exposure.In Zimbabwe during the period 2004 to 2007 it appeared as though these procedures were thrown out through the window by most organizations as evidenced by poor service delivery systems and rampant disruptions.The study identified the major causes of this delinquency as lack of induction for new recruits,lack of professional qualifications,under-staffing,procedures that are not customer focused and slow reaction by banks to adopt new changes in statutes.It is the author's belief that if all organizations could address these issues service delivery would be greatly enhanced.If service delivery is a delight,then it translates to more business, holding other factors constant.
Loverage Chakazamba is a lecturer at Great Zimbabwe University where he has been employed since 2010.He has worked in the Zimbabwean banking industry for nineteen years where he rose through the ranks from clerical level to operations manager level.
He holds a Masters Degree of Business Administration and is an Associate of the Institute of Bankers
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