Here are what I've got from the visit ka:
- Leadership is the first key success factor as is evidenced by some bold steps taken like changing the mindset of the staff not to hold too tight to 'being part of the government service (even as a state enterprise)', presence of CEO all through training, learning sessions with frequent follow-ups (this is significant in our Thai culture as it seems quite a few CEOs have too much to focus on, too many ceremonies to attend, etc. so their attention spans to learning could be quite short).
- Even when officially GSB started the TQA journey in 2015 to get a TQC in 2018, much credits need to be given to its former CEOs and the whole team as they have had some other quality efforts to identify customer groups and to nurture team spirit.
- What has been on the highlight for me personally is that their 3 customer segments (from rounds of discussions and try-out's) have enhanced their true understanding and strategic actions on genuine 'customer-centric approach' they earlier expressed.
- Its newly established research center to be its war room, implement big data will further drive GSB to be a fact-based organization. Its workforce is now aware that their strengths are in the grassroots economy and there's a need to make known to the public what GSB can offer beyond traditional savings for kids.
- The Bank has collectively exerted so much energy and time on building understanding, creating core groups, communicating to all concerned, while learning from consultants and getting new tools in place. Its partnership with OTQA has led to fruitful results as well.
- I'm amazed to learn that they have more younger gens working at the bank (over 60%) and happy to see how they empower the younger for more exposure and ideas. I believe this is another great approach for the younger to build new bonds with their customers, young and old alike.
Feel like learning more about their workforce in further details as they are key to the overall success too and it's interesting to learn of their passion, alignment with the Bank's directions and how the younger gens project on the future of GSB ka.
Enjoy the rest of Sunday na ka.
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