Enhancing Satisfaction Through Improved Product Implementation


Williamson, Deborah; Papinchak, Anne   (1999, ASQ)   PNC Bank, Pittsburgh, PA

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18808    September 1999    pp. 1-7
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Article Abstract

[PowerPoint presentation slides only.]

PNC Bank's Treasury Management system helps clients manage their money by integrated financial information into a streamlined report. Customer bank activity, such as opening an account or purchasing financial products, starts the implementation process, which must be carefully tracked, managed, and recorded. PNC Bank developed its Implementation Management System (IMS) to automate this process and to provide a consistent means of viewing status and providing notification during the implementation process. The IMS is a paperless system that centralizes information for product implementations, requires validation of information, tracks status, provides access for authorized personnel, boost timely implementation, and defines roles and responsibilities of all personnel involved.


Customer satisfaction (CS),Traceability,Quality system,Financial industry

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