The past decade was the golden age was significant for Bank Mandiri. An increasingly rapid growth of the company making the Bank the red plate as one of the largest banks in the country.
These successes are visible from net income rose from 38.3 percent YoY to Rp6, 389 trillion, Non-Performing Loans (NPLs) Gross and Net fell to 2.19 percent and 0.58 percent, the growth of assets amounting to Rp370, 8 trillion, or rose 7.7 percent year on year, and total loans increased from Rp106, 7 trillion at December 31, 2005 to Rp230, 1 trillion as of 30 September 2010. In terms of customer satisfaction, years ago, Bank Mandiri to obtain the first rank Regular Service Quality Award category Banking Services as well as rank two for Priority Banking Services in 2010 from Carre and Marketing Magazine.
The success of Bank Mandiri's not because participation of all management commanded by Zulkifli Zaini as the Director. Winning a master of business administration (MBA) in finance from the University of Washington, USA, it reveals the Bank supervises the key to success is leadership that focus on improvement in the 4Ps (People, Product, Process, & Place).
"Teamwork is a solid and effective communication from management so that messages can be received clearly by all the beings of Bank Mandiri," he said.
As the banking business, as described Zulkifli, 4P application development is one of them through service.
"Service is good brand will enhance business growth from the increased share of wallet and repetitive transaction from the customer loyal / existing. As for the prospective customer, service brand that either course would be a very strong attraction. Thus, service excellence can be a competitive advantage for business growth in the Bank Mandiri, "he said
In real terms it is manifested in the form of a commitment to provide excellent service to the customer-focused Based on the vision of "Service Living Legend."
"We are committed to building long term relationships based on trust, both with business and individual customers. We serve all customers with international service standards through the provision of innovative financial solutions. We want to be known as the bank that consistently deliver excellent service. Therefore, our commitment is clear, that the service is part of a particular corporate culture of professionalism, customer focus, and excellence, "said the former officials of this state.
A series of programs in terms of both infrastructure and non-infrastructure was encouraged in order to realize this commitment. For the development of such networks, the bank recorded to date has built more than 1296 branches, 5496 ATMs, mobile banking unit 20, and 1,000 micro-banking outlets throughout Indonesia.
As for service, implementing service excellence performed continuously throughout the contact point or a unit in the form of "Three Life Service Bank Mandiri."
"Three Life Service Bank Mandiri can be summarized in one sense, always to offer and provide benefits and solutions to best suit customer needs (customer centric) are easy to implement, convenient, anywhere, and on time." Zulkifli said.
He also emphasized that a company's success in providing valuable experience through outstanding service can not be separated from the participation of all employees, ranging from board level to the level of employee contracts. That's why he gave great attention to the educational process of the service life of Bank Mandiri and view it as a positive virus which must be distributed to all employees. Jitunya One strategy is to try to give good example to his subordinates.
"We as the Bank's management board and the entire head unit provides an example implementation of service excellence in their daily activities to subordinates so that the virus can always continue to be positive to all employees of Bank Mandiri. The head unit as well as a role model who provides corrective action if there are services, attitudes, and behaviors in work units that do not fit with the culture of service excellence Bank Mandiri, "said the man was born in 1956.
In addition, from the internal side, the quality of employees also continually enhanced as a form of maintaining good service quality. This is done with the internalization of cultural services to all employees of Bank Mandiri, including the perception of the service, training, tracking and feedback for improvement, and recognition on an ongoing basis with adjustments to the expectations of customer service standards.
Employees are also given the opportunity to improve their skills through training service, the establishment of cultural change agent and team Mandiri. Appreciation is also expressed in other forms of reward & punishment for employees.
"Employees are the key assets of Bank Mandiri and we recognize the need to continue to invest to improve behaviors, knowledge, and skills to be able to provide excellent service to customers," he explained.
Although not even one year of taking office as a Director of Bank Mandiri, Zulkifli optismistis himself able to continue the transformation to continue to grow with Indonesia.
Real achievement is earned by completing the process of rights issue that gets a positive response from investors and the fund is expected to reach Rp11, 68 trillion. Zulkifli described, with the increase of capital of Bank Mandiri from the rights issue, then the Bank will have adequate capital adequacy level to support the credit growth of 20-22 percent on average per year to five years into the future.
The capital increase will be placed as Bank Mandiri that meet the criteria to be based on the International Bank Indonesia Banking Architecture.
In the year 2014, Zulkifli even confident of being able to bank with the largest market capitalization in Indonesia, and entered the ranks of the Top 5 Banks in ASEAN. Subsequently in 2020, he was aiming to enter the ranks of the Top 3 in ASEAN and a major player in the region.
Various attempts were also intensively carried out in order to meet these targets, among others, with the innovation and utilization of technology and services with high standards to achieve customer satisfaction. Among others, through the payment through e-channels and to develop brand awareness for products of Bank Mandiri through various campaigns and promotions.
These successes are visible from net income rose from 38.3 percent YoY to Rp6, 389 trillion, Non-Performing Loans (NPLs) Gross and Net fell to 2.19 percent and 0.58 percent, the growth of assets amounting to Rp370, 8 trillion, or rose 7.7 percent year on year, and total loans increased from Rp106, 7 trillion at December 31, 2005 to Rp230, 1 trillion as of 30 September 2010. In terms of customer satisfaction, years ago, Bank Mandiri to obtain the first rank Regular Service Quality Award category Banking Services as well as rank two for Priority Banking Services in 2010 from Carre and Marketing Magazine.
The success of Bank Mandiri's not because participation of all management commanded by Zulkifli Zaini as the Director. Winning a master of business administration (MBA) in finance from the University of Washington, USA, it reveals the Bank supervises the key to success is leadership that focus on improvement in the 4Ps (People, Product, Process, & Place).
"Teamwork is a solid and effective communication from management so that messages can be received clearly by all the beings of Bank Mandiri," he said.
As the banking business, as described Zulkifli, 4P application development is one of them through service.
"Service is good brand will enhance business growth from the increased share of wallet and repetitive transaction from the customer loyal / existing. As for the prospective customer, service brand that either course would be a very strong attraction. Thus, service excellence can be a competitive advantage for business growth in the Bank Mandiri, "he said
In real terms it is manifested in the form of a commitment to provide excellent service to the customer-focused Based on the vision of "Service Living Legend."
"We are committed to building long term relationships based on trust, both with business and individual customers. We serve all customers with international service standards through the provision of innovative financial solutions. We want to be known as the bank that consistently deliver excellent service. Therefore, our commitment is clear, that the service is part of a particular corporate culture of professionalism, customer focus, and excellence, "said the former officials of this state.
A series of programs in terms of both infrastructure and non-infrastructure was encouraged in order to realize this commitment. For the development of such networks, the bank recorded to date has built more than 1296 branches, 5496 ATMs, mobile banking unit 20, and 1,000 micro-banking outlets throughout Indonesia.
As for service, implementing service excellence performed continuously throughout the contact point or a unit in the form of "Three Life Service Bank Mandiri."
"Three Life Service Bank Mandiri can be summarized in one sense, always to offer and provide benefits and solutions to best suit customer needs (customer centric) are easy to implement, convenient, anywhere, and on time." Zulkifli said.
He also emphasized that a company's success in providing valuable experience through outstanding service can not be separated from the participation of all employees, ranging from board level to the level of employee contracts. That's why he gave great attention to the educational process of the service life of Bank Mandiri and view it as a positive virus which must be distributed to all employees. Jitunya One strategy is to try to give good example to his subordinates.
"We as the Bank's management board and the entire head unit provides an example implementation of service excellence in their daily activities to subordinates so that the virus can always continue to be positive to all employees of Bank Mandiri. The head unit as well as a role model who provides corrective action if there are services, attitudes, and behaviors in work units that do not fit with the culture of service excellence Bank Mandiri, "said the man was born in 1956.
In addition, from the internal side, the quality of employees also continually enhanced as a form of maintaining good service quality. This is done with the internalization of cultural services to all employees of Bank Mandiri, including the perception of the service, training, tracking and feedback for improvement, and recognition on an ongoing basis with adjustments to the expectations of customer service standards.
Employees are also given the opportunity to improve their skills through training service, the establishment of cultural change agent and team Mandiri. Appreciation is also expressed in other forms of reward & punishment for employees.
"Employees are the key assets of Bank Mandiri and we recognize the need to continue to invest to improve behaviors, knowledge, and skills to be able to provide excellent service to customers," he explained.
Although not even one year of taking office as a Director of Bank Mandiri, Zulkifli optismistis himself able to continue the transformation to continue to grow with Indonesia.
Real achievement is earned by completing the process of rights issue that gets a positive response from investors and the fund is expected to reach Rp11, 68 trillion. Zulkifli described, with the increase of capital of Bank Mandiri from the rights issue, then the Bank will have adequate capital adequacy level to support the credit growth of 20-22 percent on average per year to five years into the future.
The capital increase will be placed as Bank Mandiri that meet the criteria to be based on the International Bank Indonesia Banking Architecture.
In the year 2014, Zulkifli even confident of being able to bank with the largest market capitalization in Indonesia, and entered the ranks of the Top 5 Banks in ASEAN. Subsequently in 2020, he was aiming to enter the ranks of the Top 3 in ASEAN and a major player in the region.
Various attempts were also intensively carried out in order to meet these targets, among others, with the innovation and utilization of technology and services with high standards to achieve customer satisfaction. Among others, through the payment through e-channels and to develop brand awareness for products of Bank Mandiri through various campaigns and promotions.
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