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New Back Office Focuses on Customer Service
- 商品編號：79204
- 商品分類：Article
- 長度：14頁
- 出版日期：1979-03-01
- 學門：
Citibank overhauled its service areas with a minicomputer and processing models copied from the manufacturing industry. However, this system was insufficient to provide personalized customer services. By decentralizing their system and reorganizing along market segments, the bank created National, World, and Industrial groups. The reorganization provides opportunities for advancement, better accountability of individual performance, and greater efficiency which markedly improves morale.