First Chicago employees give retail banking a "workout."(First Chicago NBD)

Article Abstract:

The adoption of a "Workout" program proved instrumental in enhancing employee participation at First Chicago NBD. Adopted in Aug 1996, the program was aimed at providing total quality management measures through active employee participation. The Workout program, which was inspired by General Electronic's principles, yielded optimal results as the bank posted a remarkable 33% increase in customer satisfaction and a robust 79% gain in sales revenue. It further improved employee relations by addressing issues such as employee confidence and communication.

Commercial Banks, Commercial Banking, Usage, Participatory management, First Chicago NBD Corp., FCN

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NationsBank reengineers to achieve leadership in international services

Article Abstract:

NationsBank Corp. has been able to integrate its aggressive acquisitions strategy with an effective approach to improve customer service and reduce operating costs. Used in five of its international banking service centers, the approach involved strong participative adoption of reengineering principles. The company developed core training programs in reengineering principles but left the implementation of these principles to the individual service centers.

Intnl Banking Services, International Trade Financing, BankAmerica Corp., International banking

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