By: Charles Benoni Okine
The Managing Director of Guaranty
Trust Bank (Ghana) Limited, Mr Lekan Sanusi, has said the certification of the
bank as ISO complaint is achievement that goes to buttress the bank’s vision to
deliver the utmost in customer service at all times.
“It shows the level of commitment and
extent to which an organization such as ours would go to avail itself for
international scrutiny to assure customers and other stakeholders that our
systems and processes are all structured to ensure they receive the best of
services from us”, he added.
Guaranty Trust Bank (Ghana) Limited
having been rigorously assessed by independent external auditors has been
certified as meeting the requirements of the internationally respected Quality
Management System (QMS) standards-measuring instrument ISO 9001:2008.
This certification confirms that
GTBank has an effective Quality Management System (QMS) in place. The
fundamental systems provided through the ISO 9001:2008 certification include
assurances on customer satisfaction, leadership, involvement of people, process
approach, continual improvement, fact-based decision making and mutually
beneficial supplier relationships.
In line with its commitment to
superior customer service delivery, the Bank subjected its quality management
systems and processes to the Third party certification audit by Systems and
Services Certification of SGS, Société Générale de Surveillance S.A., which is accredited under United Kingdom
Accreditation Scheme UKAS, to assess its Corporate, Consumer, Retail and
Commercial Banking activities.
Other areas of the Bank’s operations
reviewed as part of the certification process include Currency Trading, Foreign
and Domestic Operations, Funds Transfer, Transaction Services, Consumer
Information Services, Treasury Operations and development of associated banking
services.
The process covered the Bank’s Head
Office at 25A Castle Road, Ambassadorial Area at Ridge in Accra, the hub of GTBank’s
operations nationwide and its subsequent certification is valid for a period of
three years and remains subject to satisfactory surveillance audits.
For GTBank’s
customers, the implementation of ISO 9001:2008 is a commitment to ensure
continual improvement of the Bank’s Quality Management Systems (QMS) and
processes.
It presents
the opportunity to determine, meet or exceed customer requirements and
expectations whilst boosting profitability and would in turn help GTBank meet the needs of customers and other stakeholders.
Its ultimate goals are to provide
consistent processes, customer satisfaction and continual improvement involving
periodic audits to ensure the Bank’s systems are working in the best interest
of the latter.
The
implementation of ISO 9001:2008 would also be used as a quality management measurement tool to assess GTBank’s ability to
resolve customer satisfaction issues and prescribe systematic control of
activities to ensure that their needs and expectations are consistently
exceeded.
Aside this certification enhancing
GTBank’s image and giving it a competitive edge over peers, it is an
attestation to the Bank’s commitment to the provision of quality services as
per international standards and best practices and the willingness to work
towards improving efficiency.
Within the six years of its operations
in Ghana, it has established itself as a pacesetter and a reference point in
the financial services industry. It has been adjudged Bank of the Year for two
consecutive years, in 2009 and 2010, winning with it numerous other key
category Awards in the areas of IT / Electronic Banking, Corporate Banking and
Product Innovation, Customer Care, Advisory Services, Loan Financing,
Competitive Pricing etc.
The Bank had also been named by the International
Finance Corporation (IFC) as the Most Market Responsive Global Trade Finance
Program (GTFP) Issuing Bank in Africa for 2010 and is presently named as the 7th
Most Prestigious Company in Ghana on the Ghana Investment Promotions Centre’s
Club 100 List.
No comments:
Post a Comment