Aidar Zubairov
Association of credit and finance organizations of the Republic of Bashkortostan, Member of Council
Once again we come back to the topic of standards. It is just within them that the methodology of standardization of quality of banking activities is anchored. The content requirements and the design of quality standards of banking processes and products are defined inclusively. Procedures of development and implementation of standards, certification and audit in compliance with quality standards are established as well.
A working mechanism has been created within the framework of the Association of Russian Banks: - the center of it is considered the ARB Committee, which organizes the process of development and implementation of standards. As a result, the standards for most actual banking processes, which are in compliance with normative requirements and the best banking practices at the moment of their development were designed.
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Alla Tsitovich
Uniastrum Bank, Adviser to Chairperson of Governing body of business
Unfortunately, there does not exist any. Legislatively/ normatively there isn’t a settled methodology in place, though it could have considerably regulated the quality of services and help our customers to orientate in numerous offers provided by banks.
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Alla Soldatova
Eastern Express bank, Director for quality and service
Undoubtedly, documents issued by ARB are of great help for banks. That is kind of a “gentleman’s set”, a guideline for success story from which any bank can start its business. Continuity of activities, relationship with customers and correct construction of bank’s management system – all mentioned is accessible and is described in detail.
It is another matter that the clients differ in their concept of quality comprehension. One client values the closeness of the office to his/her home and the personnel’s attentive and polite treatment and the other demands a “sophisticated” high-tech application and 24/7 consultancy via Twitter. The third one cannot imagine banking services without having a personal manager, who upon first call is ready to arrive at any location in the city.
It is also important to bear in mind provided service’s “value” for the client. Sometimes not too much qualified and inexpensive service brings us more satisfaction rather than a qualified one for which we have paid a lot more. All depends on what this particular client is led by and which is more important for him/her. That is why each bank, in any case adopts stuffing with a type of “quality” just for itself and for those client groups, which are strategically important.
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