Improving our colleagues’ working condition in bank agencies
BNP Paribas Fortis is struggling to regain its customer satisfaction and operational quality. A Lean initiative has been launched to “Restore the client satisfaction by improving “IT working conditions” of the colleagues in Branches and Easy Banking Center”. This program is called 101 Quick wins. In her talk, Nathalie explained how they set up the program, do Problem solving using the PDCA and presented a concrete problem: the story of two asset managers who dramatically improved the satisfaction of...
