HR management help description on: Customer service of Common Wealth Bank

Question 1)The name of the nominated organization is Commonwealth Bank of the Australia. It is viewed that bank works in New Zealand, United Kingdom and the Asia. The bank provides a range of the financial services in field of the banking such as institutional and business banking, insurance, broking services, fund management, superannuation and investment. It is widely called as Common wealth Bank or Commbank (Terpstra & Sarathy, 2000). It is viewed that bank is famous in the marketplace because of its excellent customer services. The group majorly concentrates on fascinating more users with the help of undertaking value business with every user. This is accomplished by giving offerings that are focused towards the needs of the customer a d with the adoption of several channels distribution network.

The bank attempts to offer value services with the help of on-line leadership and innovation. For this objective, the bank views for better and excellent teams. The Bank works hard to make a robust value. The value statement of the Bank shows Truthfulness, Integrity, Trust and Honesty. To build its existing value, the organization has followed proper code of ethics. Besides this, the bank has also followed procedure of insider trading for its members of staff so that any information which is crucial and price sensitive for bank or other company may not be utilized in the unlawful manner (John, 2001).   In, fact Bank has reflected its commitment in offering fair, honoring, challenging and fair work by attracting, retaining and recognizing higher quality of the staff and therefore performs well in the customer service.It is very clear that Commonwealth bank has created considerable modifications in organization planning to form vertically integrated business. This planning shall assist the bank in supporting the formation of service and product delivery to its user segments. Even, the bank has estimated to open 4 new divisions of business which will concentrate on the particular base of the customer.

The broad variety of the Commonwealth Awards comprises travel, entertainment, accommodation, merchandise and cash awards. Gold credit, Diamond Credit and Platinum credit cardholders are qualified for extra privileges (John, 2001). This shows that cardholders are offered with cost and quality benefits. Generally, banking is all about customer and people money so banks are required to offer people with extra benefits. It is viewed that at common wealth bank, management values the time of the customers and respond them as soon as possible.

Customer service Policy of Common Wealth Bank

• Determined to concentrate on service
• Determined to make the business for the people
• Determined to put the people at the middle of everything
• Determined to provide strengths in unexpected situations
• Determined to perform better in order to provide excellent service to the customers

Question 2It is very clear that resources should be coordinated in the efficient manner for creation of capabilities. It can be said that resources of common wealth bank may be grouped below the subsequent types. In, fact tangible inputs of bank comprise broadcast airwaves, public facilities such as civic institutions, parks, stadiums and natural resources.

Financial Resources: It is viewed in terms of financial resources; bank is famous for offering coordinated financial services that include institutional, retail and business banking. It also comprises the funds management, pension, general and life insurance. Services offered by Retail banking shall help in meeting the financial needs of the users of the small businesses who are interested for an affordable banking (Terpstra & Sarathy, 2000). Due to these resources, it can be said that financial services provided by the Commonwealth bank perform a significant role in planning of global growth of bank by concentrating on expansion strategy in region of the Asia Pacific. These kinds of resources are also accountable for retail banking and group life insurance in areas of Indonesia, Fiji and New Zealand.

Human Resources: It encourages the whole department by offering them with relevant employees with the help of recruitment, leadership training and other kind of activities.

Physical Resources: It comprises public utilities, electricity, building, products and training materials etc (Dwyer, 2005).

It has been examined that bank is encouraged to offer secure, rewarding, challenging and fair work. The purpose of the bank is to offer excellent customer services and realize the significance of fascinating new workers and retaining the existing ones. To accomplish these objectives, the Commonwealth Bank has various systems and policies that include: Equality in employment opportunities, selection and recruitment, Occupational Safety and Health, Performance Management, Remuneration, Succession planning and recognition. Besides this, bank has procedure of insider trading for its members of staff so that information which is crucial and price sensitive for bank or other company may not be utilized in unlawful manner. In fact, bank has shown its dedication in offering safe, honoring and challenging work by retaining and attracting higher quality of the staff by excelling in the customer service. It is examined that Commonwealth bank has revealed a commitment in maintaining the ethical workplace (Dwyer, 2005). The policy estimates from the workers that they may raise their voices against any faulty and fraud conduct. The bank offers considerable attention in formation of these policies.

These days it is common for workers to utilize words such as customer –focused, proud, performance, caring and teamwork to explain the culture of the Group. It is the culture which made a robust platform to make the Commonwealth Bank to accelerate and embrace their journey (Terpstra & Sarathy, 2000). Executive Coaching can be considered as significant component of the Corporate Training. Mentoring and Coaching Programs at Common Wealth Bank help managers to make better relationships with the help of guided and continuous learning.

Question 3It can be said that Performance feedback of the Commonwealth bank concentrates on achieving the vision and growing and creating a culture of performance that involves people through

• Making clear expectations related to the objectives of the business
• Forming a framework in that performance is evaluated in an objective and fair manner
• Links benefits and impacts to performance
• Offers everyone with timely and regular coaching and feedback to assist in improving the performance and to form for the upcoming time

It is viewed that at Common Wealth bank of Australia, regular feedback is viewed from users and recorded (Arvanitakis, 2006). Regular feedback and suggestion is significant to make sure that how the people is understanding and progressing. Besides this, discussion of formal performance is held at every 6months which includes

• Assess and review performance on behaviors and outcomes
• Review expectation of the performance
• Identify opportunities of development for constant improvement

It can be said that action taken by the organization in response to feedback is at the beginning of the year, managers make expectations of the performance with every member of its team on the basis of behaviors and outcomes. It is viewed that guidelines of insider trading have been formed to ensure that confidential and private information concerning to bank or other company may not be misused throughout any circumstances (Chapman, 1998). Utilization of six sigma technique in business is an efficient step to compute the service excellence and hence it is referred as excellent exercise of bank. In, fact IT library is utilized as a technique of technology and information system and proves as standard for offering quality services. It is examined that bank has its personal software for objective of reporting, monitoring and reporting on each element of service process. Any kind of improvement in IT service is considered as significant region of the concern for mangers of IT and this can be achieved with the utilization of approach that comprises all the fundamental elements like process, people and technology.

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