Premium Essay

Senior Vice President

In:

Submitted By atlurimohan
Words 21541
Pages 87
What are the main recommendations of the Talwar committee on customer service?

SOME HIGHLIGHTS
In terms of recommendation no. 172 of the Working Group on Customer Service in Banks (Talwar Committee),
1.banks were advised to establish customer service committees at branch level. Further, in terms of recommendation no. 3.68 of the Committee on Customer Service in Banks (Goiporia Committee), banks were advised to rejuvenate the branch level customer service committees. It is however understood that such Committees are either non-existent or in a dormant state.
2. In order to encourage a formal channel of communication between the customers and the bank at the branch level, banks are advised to take necessary steps for strengthening the branch level committees with greater involvement of customers. It is desirable that branch level committees include their customers too. Further as senior citizens usually form an important constituency in banks, a senior citizen may preferably be included therein.
3. The branch level committees may also submit quarterly reports giving inputs / suggestions to the Standing Committee on Customer Service thus enabling the Standing Committee to examine them and provide relevant feedback to the Customer Service Committee of the Board for necessary policy / procedural action. The Branch Level Customer Service Committee may meet at least once a month to study complaints/ suggestions, cases of delay, difficulties faced / reported by customers / members of the Committee and evolve ways and means of improving customer service. ==============================

SOME DETAILS
1.1 General
Policy for general management of the branches
Banks' systems should be oriented towards providing better customer service and they should periodically study their systems and their impact on customer service. Banks should have a Board approved

Similar Documents

Premium Essay

Ctbc Bank

...Our Purpose We are specialists. We focus on markets where we make a real difference. We distinguish ourselves with our niche-based strategy. We aim to be the best-managed bank with dominant presence in our chosen businesses. We deploy a local strategy and execute with the discipline of a global player. We are driven by highly-motivated and innovative professionals. We strive to meet the exacting standards of our customers. We are a high performance bank. We create value by effectively managing risks. We are CTBC Bank. Our Strategy We are Family. We live the CTBC Bank values - Caring Trustworthy Professional We commit to our… Customers, to delight them with products and services that enhance their financial well-being and consistently exceed their expectations Officers and Staff, to create a work environment characterized by career development and meritocracy that rewards “Best of Breed” Shareholders, to create value by optimizing the returns on their investment Community, to share our resources and encourage the personal involvement of our employees in caring for the needs and improving the lives of the people in our communities Government, to behave like a good corporate citizen, transparent in our actions, compliant with laws and contributing to the national economy Business Partners, to foster lasting and mutually beneficial relationships. CARING FOR THE COMMUNITY "We are Family" goes beyond the confines of the Bank. Much more than a brand promise,...

Words: 2274 - Pages: 10

Premium Essay

Assignment

...Abstract The study of this paper is to learn about the organization leadership. The selected topic is very important because bank is profit-oriented commercial institution. And these types of institutions provide banking services to general people. And this report will definitely identify how the corporate world really works & will help to apply theoretical knowledge in the practical life. On the other hand banking sector is one of the fastest growing sectors in our country. There are more than 50 banks which operating includes local and foreign venture. Some new banks are coming in the market. Therefore, the banking industry is becoming very much lucrative and at the same time very much competitive too. All the banks are offering newer products and facilities to attract the customers and retain them. So working on this particular bank it would be benefited to become familiar with the practical business operations about banking activities. Paper can be able to know the different kinds of leadership procedures follow by the bank also measure the degree of leadership behavior regarding the service of Foreign Exchange Branch & to evaluate the overall level of model analysis of any other banks. And this kind of working will also be benefited for to learn about the real way to satisfy a customer, set up the whole procedures & maintain them all, and would also be benefited for the future career to move on with skills to some leading oriented institutions. So for including...

Words: 1573 - Pages: 7

Free Essay

Walgreen

...EXECUTIVE SUMMARY: Introduction to company: The Walgreen Company (Walgreens, or sometimes archaically Walgreen) is the largest drug retailing chain in the United States. As of May 31, 2014, the company operated 8,217 stores in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. It was founded in Chicago, Illinois, in 1901. The Walgreens headquarters office is in the Chicago suburb of Deerfield, Illinois. COMPANY PROFILE: Company Name: Walgreens.Type : SubsidiaryIndustry : RetailFounded:1901,115 years agoHead quarters: 200 Wilmot Road, Deerfield ,Illinois, United statesFounder: Charles Rudolph WalgreenNumber of locations : 8229Area served : Unites statesPeople: James a Skinner( Executive Chairman)Products: Drug store, PharmacyParent company: Walgreens Boots AllianceSlogan : At the Corner of Happy and HealthyWebsite: Walgreens.com | Mission To be America's most loved pharmacy-led health, wellbeing and beauty retailer. Purpose To champion everyone’s right to be happy and healthy. Values Based on the principles upon which Walgreens was founded more than a century ago: Honesty, trust, and integrity with our customers, our shareholders, suppliers, the communities we serve, and among ourselves. Quality through consistent and reliable service, advice, and products across every touch point and channel. Caring, compassionate and driven to delivering a great customer and patient experience through outstanding service and a desire...

Words: 1788 - Pages: 8

Free Essay

Ua Airport Change Ewr-Jfk

...RECOVERY ISN’T JUST A GOAL – IT’S OUR MISSION. KINDRED HEALTHCARE 2009 Annual Report Most Admired derimdA Healthcare Companies in the World, Fortune Magazine 2009 and 2010 tsoM FINANCIAL HIGHLIGHTS (Dollars in thousands, except per share amounts) Year ended December 31, Operating results: Revenues Net income: Income from continuing operations Discontinued operations, net of income taxes: Income (loss) from operations Loss on divestiture of operations Net income Diluted earnings per common share: Income from continuing operations Discontinued operations: Income (loss) from operations Loss on divestiture of operations Net income 2009 2008 $4,270,007 $4,093,864 $62,612 $60,460 931 (23,432) $40,111 (3,399) (20,776) $36,285 $1.60 $1.54 0.02 (0.60) $1.02 (0.09) (0.53) $0.92 38,502 38,397 Cash flows from operations $233,720 $172,285 Financial position: Cash and cash equivalents Working capital Total assets Long-term debt Stockholders’ equity Dec. 31, 2009 $16,303 241,032 2,022,224 147,647 966,594 Diluted shares (000) Dec. 31, 2008 $140,795 403,917 2,181,761 349,433 914,975 ABOUT KINDRED HEALTHCARE Kindred Healthcare, Inc., a top-200 private employer in the United States, is a provider of diversified post-acute healthcare services based in Louisville, Kentucky with annual revenues of over $4 billion and approximately 54,100 employees in 41 states. At December...

Words: 1815 - Pages: 8

Premium Essay

Accounting

...Management * Does FFC have an IT strategic plan? Findings FFC has an IT strategic plan, which is consistent with its corporate strategic plan. The IT strategic plan outlines the objectives and strategies the information systems group will implement to assist FFC in meeting its overall business objectives. Comments FFC’s IT strategic plan is appropriate consistent with its corporate strategic plan, which indicates that IT goals are aligned with the organization’s strategic goals. * To whom does the Chief Information Officer (CIO) report? According to the EXHIBIT 1 of FFC Organization Chart, Executive Vice President and Chief Financial Officer is in charge of the four Senior Vice Presidents, including SrVP controller, SrVP Internal Audit, SrVP and CIO and SrVP and Treasurer. Thus the CIO reports to the Executive Vice President and CFO. * What key responsibility areas report to the CIO? Findings The CIO reviews the logs that show the actions of the Application VP’s user ID, which is responsible for the DBA function. All projects follow the applicable SSADM phases. The CIO periodically reviews each project’s required budget-to-actual reconciliation. The CIO manager reviews electronically submitted reports that list each user’s profile, note changes on the reports, and return the reports to the VP, IS. The VP then makes the appropriate modifications based on the returned reports. Comments EXHIBIT 1 indicates that the CIO is in charge...

Words: 441 - Pages: 2

Premium Essay

Miscellaneous

...• Frank Anderson , President and CEO, Strategic Public Sector Solutions • Karen Barley, President, Corporate University Enterprise Inc. • Kent Barnett, CEO, KnowledgeAdvisors • Bob Beeman, Vice President, National Workforce Solutions, University of Phoenix • Patricia Begley, COO, RWD Technologies • Jim Bowles, Senior Director, BTS, USA • Stephen Carman, Vice President, Client Services, Element K Corp. • Sun Sun Chung, Vice President, Global Learning and Development and Strategy Integration, Pfizer Inc. • Cedric Coco, Senior Vice President, Learning and Organizational Effectiveness, Lowe's Companies Inc. • Bill Concevitch, Director, Learning and Development, CommVault Systems Inc. • Lance Dublin, CEO, Dublin Consulting • Tamar Elkeles, Vice President, Learning and Development, Qualcomm • Michael Echols, Ph.D., Executive Vice President, Bellevue University • Michael Forte, Assistant Commissioner, New York City Government • Chris Hardy, Director, E-Learning and Technology Center, Defense Acquisition University • Jeanette Harrison, Former CLO, American Express • John Higgins, Founder, Higgins Learning Group • Tim Hill, President, Professional Education Division, Blackboard Inc. • Edward Hoff, Vice President, Learning, IBM • Gerry Hudson-Martin, Director, Corporate Learning Strategies, Business Architects • Beverly Kaye, CEO and Founder, Career Systems International • Barbara Keen...

Words: 352 - Pages: 2

Free Essay

Estee Lauder Case Study

...mission of Estee Lauder, in their own words is: “Bringing the best to everyone we touch” through a great business that is committed to uncompromised ethics and integrity. The company is always striving to give its stakeholders the maximum value for their money by continuous improvement and growth in all sectors of the company. The company is primarily managed by the Lauder family members as both the CEO and Chairman of the board are Lauders. It is unclear of the organizational structure of the company, the executive officers include: • John Demsey, Group President • Amy DiGeso, Executive Vice President, Global Human Resources • Fabrizio Freda, President and Chief Executive Officer • Harvey Gedeon, Executive Vice President, Global Research, Development and Product Innovation • Richard W. Kunes, Executive Vice President and Chief Financial Officer • Evelyn H. Lauder, Senior...

Words: 1394 - Pages: 6

Premium Essay

Ethics

...clear that if Bob stays, she’ll leave. The problem started when Bob yelled at Annette in the cafeteria. She currently feels exposed and violated by this event and can hardly concentrate on her work. On the other hand Bob, is suffering from stress. He is being pressurized at work and is also facing problems in his personal life. With many things already on his mind, when Annette informed him regarding the formation of the Knowledge Protocols Group, he lost his temper and on meeting Annette face-to-face he couldn't control but burst out at her. The key players are Annette Innella (Vice-President, Knowledge Management), Bob Dunn (Senior Vice-President, Services), Jay Nguyen (the CEO), Paula Chancellor (a witness) & Nathan Singer (Senior Vice-President, Human Resources). There are several antecedents that have led to this crisis. The first one is the lack of proper communication. Annette claims that her idea of...

Words: 1744 - Pages: 7

Free Essay

¬Training and Development of Standard Bank Ltd

...Chapter-One Background of the Study 1.1 Origin of the Study This report was assigned to fulfill the requirement of term paper program after completing my BBA program. The purpose of this report is to organize and present my understanding of Human Resources operations that may become useful in my professional life. The students of BBA program have to study several semester consist of several credit hours according to educational background of a particular student & in the last semester there is an term paper program consist 3 credit hours which a student under this program must go through . So, after completion of several credit hours from the different department of business studies faculty, students are sent to different organization to expose them to real life scenario. The theoretical knowledge that students acquire from class lectures, books & journals, case studies, seminars, project, workshop etc. is replenished in the practical setting. As a student of BBA program I had to complete 5 semesters & now I am in the last semester & got the opportunity to complete term paper program. I was asked to prepare my term paper on the assigned topic of “Training and Development” of Standard Bank Limited, on CEPZ Branch. 1.2 Objectives of the study The primary objective of this report is to use the theoretical concepts, gained in the classroom situation, in analyzing real...

Words: 8624 - Pages: 35

Free Essay

Strategic Plan

...Running head: STRATEGY PLAN Walgreen Pharmacy Brigida L. Diaz Jones International University Prof: Dr. Sue Raftery   Table of Contents Executive Summary…………………………………………………………………………........3 Walgreens Introduction...…………………………….……………………...............…………..4 Mission Statement…………………………….....………………………..………………………6 Walgreens Corporate Culture……………………………………………….………...…….…..7 Walgreens Stakeholders……………………………………………………………………….…8 Executive officer of Walgreens……………………………………….………………………….8 Walgreens Development Process………………………………………………………………...9 SWOT Analysis……………………………………….………………………………………….10 Goals ……………………………………………………………………………………………...15 Walgreens’s Implementation plan ………………………………………………………..........19 Walgreens’s Approval Strategies Plan:……………..………………………………….............20 References…………………………………………………………….…………………………..21 Appendices:……………………………………………………….…….….……………….…….23   An Executive Summary: With a variety of 70,000 health care service providers, Walgreen offers consumers and patients the support that reliefs them live a “well” life. Walgreen has more of 26,000 pharmacists at more than 7,500 stores across the country (Walgreen, 2011). The patients trust in Walgreen’s pharmacist in the moment, to take decisions. They provide information about health and wellness needs, and ensure they get their medication and immunizations in a timely and caring environment. At the same time, Walgreen is transforming and enhancing the role...

Words: 4148 - Pages: 17

Free Essay

Hr Initiatives

...Hr intiatives The newly appointed Senior Vice President (HR) and Group Head, Nandita Gujjar today said Infosys has introduced several HR schemes for its staff, which includes paternity leaves in addition to maternity leaves. In her first interaction with the media here, after becoming the Group Head and SVP HR, Ms Gujjar said HR policies are very important for any organisation's development. "Infosys has spent over than Rs 400 crore on educating its employees through campus connect, where they are taught in institutions, which teach students and the increment has been to the extent of 11-13 per cent," said Ms Gujjar. |[pic] | |[pic][pic] | |[pic] | |[|Infosys had also started | |p|conducting exams for its | |i|employees as a part of its HR| |c|initiatives | |]| | |[|[pic] | |p| | |i| | |c| | |]| | Infosys has started a new initiative, wherein people from the US and Europe will be recruited for working in India and since Americans are reluctant to work in India, they will be recruited for one year each in India and China. "The one year stint will make the Americans and Europeans get accustomed to the working conditions in India and China," Ms Gujjar underlined. Infosys had also started conducting...

Words: 397 - Pages: 2

Free Essay

Intersect

...Intersect Investments Transformational Leadership Problem Solution: Intersect Investments Since September 11, 2001, financial service organizations have struggled to maintain existing clientele and gain additional customers. Intersect Investment Services is no exception. The rapidly changing climate has left Intersect Financial Services, CEO Frank Jeffers with an immediate decision to transform the financial institution. Through the volatile climate changes Intersect has managed slightly to survive and has resisted change the last four years. Jeffers realizes he must make some dramatic changes if the organization is to regain its competitive status in the market place. In this paper the subject matter will identify the organization’s decision, goals, opportunities, alternatives, risks, and optimal solution. Situation Analysis Issue and Opportunity Identification The company’s CEO, Frank Jeffers has strong convictions that the company must move in a different direction by broadening its products and services to consumers. Jeffers plans to implement a customer intimacy model to provide more value, increase customer’s trust and enhance relationships. The sales and marketing executive team has an opportunity to embrace the vision that can increase profitability and the company’s clientele base. Team members, employees resistance to change, lack of stakeholders feedback, misaligned values, and beliefs among stakeholders are factors that could prevent...

Words: 2159 - Pages: 9

Premium Essay

Faaaagg

...History of the Bank: The importance of financial intermediaries in the development of the overall economy of country cannot be described in short. From the inception of the civilization the banking sector dominate the economic development of a country by mobilizing the saving from the general people and channeling those saving for investment and thus economic development and growth The importance of commercial banks after the ravage of the liberation war to develop a better economy was severally needed and it is needed now and will be required in future also. In time to time Government of Bangladesh agreed to permit the private commercial banking in the country. To fulfill the demand as well as to improve the commercial banking service in our country, The Prime Bank Limited is scheduled bank that was incorporated under the Companies Act 1994, started its operation on April 17, 1995 with a target to play the vital role on the socio-economic development of the country. It availed its registration as a banking company under the Banking Company Act 1993 from the Bangladesh Bank dated February 12, 1995. The started to make profit from the inception year. It was made possible for its management and the leadership of the first Managing Director Mr. Lutfur Rahman Sharker, Ex -Governor, Bangladesh Bank.    Within a short time the bank has been successful in positioning itself as progressive and dynamic financial institution in the country. The is now widely acclaimed by the business...

Words: 2181 - Pages: 9

Premium Essay

Sec and Waste Management

...department of a company and have just received the upcoming year’s targeted earnings report. You are concerned that top management has set revenue targets for your division that are practically unreachable. However, anticipating a promotion to vice president of sales if your division maintains good performance, you are determined to reach management’s goal. What actions would you take to satisfy management’s expectations and still maintain your integrity? On March 26, 2002, the SEC charged six Waste Management executive officers for the perpetration of a five- year financial fraud. The following is an article summarizing the SEC’s complaint against these officers: The complaint names Waste Management’s former most senior officers: Dean L. Bun troth, Waste Management’s founder, chairman of the board of direct ors, and chief executive officer during most of the relevant period; Phillip B. Rooney, president and chief operating officer, director, and CEO for a port ion of the relevant period; James E. Koenig, executive vice president and chief financial officer; Thomas C Hau, vice president, corporate controller, and chief accounting officer; Herbert Get4 Senior vice president, general counsel and secretary; and Bruce D. Tobecksen, vice president of finance. According to the complaint, the defendants violated, and aided and abetted violations of anti- fraud, reporting, and record-keeping provisions of the federal securities laws. The Commission is seeking injunctions prohibiting...

Words: 1148 - Pages: 5

Free Essay

Walgreen

...Week 3 Assignment 2 Principles of Management Shacara Wyatt South University Online Walgreens management method has a small amount of change since the founder, Charles R. Walgreens systematic approach. As an entrepreneur, Charles had much more work to do than management today because he had to create a starting point. In 1893 when Walgreens was founded, there was already over 1,500 drugstores competing for business and which many were successful (n.d., Our Past). This left customers with many stores to choose from. Walgreen decided on beating the odds with changing the layout of the store and broadening the merchandise at feasible prices. Unlike the other drug stores Walgreen store was attractive and brightly lit, had wider aisles, and provided pots and pans, which was unheard of as well as products for health and wellness. Walgreens insisted on a wonderful customer experience, himself and his colleague personally greeted each customer. Always thinking of ways to grow a customer base, Walgreen also provided hot food during the cold season. Walgreens competition only served cold items ((n.d., Our Past). Like Walgreen, management today consistently keeps new ideas going to satisfy their growing customer base. Today Walgreens is continuing to provide a well experience for customers. Besides upgrading the physical store, management trains employees on how to provide exceptional customer care. Management continues to provide the right products and solutions in every neighborhood...

Words: 1320 - Pages: 6