LONDON, May 24, 2011 /CNW/ - Senior representatives from global
financial services institutions including HSBC, Citi, Deutsche Bank and
Wells Fargo will present their strategies for business transformation
and process improvement (https://www.bpefinanceonline.com/?utm_campaign=PAIDPR&utm_medium=PAIDPR&utm_source=PAIDPR&MAC=PRNEWS_6WKS) to an online meeting of international process excellence leaders this
In advance of the meeting, session leader Jorge Rosas VP & Quality
Manager for Chubb Group of Insurance Co. offered comment on how
organisations typically react to demands for greater quality in
Mr Rosas said "I believe that many organizations, especially in the
financial services space, are still more reactive than proactive in
their response to Quality. This means that when customers or regulators
demand quality improvements a quick fix is usually sought, as opposed
to deep process analysis and Continuous Improvement that lead to
Fellow faculty member Sam Chari, Vice-President of Global Operations at
AllianceBernstein supported this view "I come from a manufacturing
background and my first sense when I came to this industry about five
years back was, I don't think financial institutions really are as
organised or disciplined" but highlighted the significant progress that
had been made in his own organisation since then.
"Our guiding principle has been you really cannot manage or improve what
you do not measure, so we've really focussed over the last two years on
measuring what we think is critical to our operations."
When asked what are the critical measures that should be taken by
financial services (https://www.bpefinanceonline.com/?utm_campaign=PAIDPR&utm_medium=PAIDPR&utm_source=PAIDPR&MAC=PRNEWS_6WKS) companies, Mr Rosas stated that "A proactive quality program,
including customer listening posts need to be implemented and used as
the source of information to assess customer and stakeholder
satisfaction before demands for improved quality are received. When
this happens, the customer has already had a bad experience and he/she
might be lost."
Rosas and Chari will share more of their experiences with a diverse
panel of industry leaders and attendees at Business Process Excellence
for Financial Services Online (https://www.bpefinanceonline.com/?utm_campaign=PAIDPR&utm_medium=PAIDPR&utm_source=PAIDPR&MAC=PRNEWS_6WKS), a web based knowledge sharing meeting streamed both live and on
demand over 4 weeks beginning July 11th.
Process Excellence Network: A division of IQPC, provides critical
knowledge on the development of Process Excellence including Business
Process Management (BPM), Lean, Change Management, Operational
Excellence, Six Sigma, Risk Management, Customer Experience and more,
we provide the forum where the industry shares its experience,
knowledge and tools.
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SOURCE Process Excellence Network
For further information:
Emma Cobbledick, +44(0)20-73689300, firstname.lastname@example.org