Lecture 12- Organizational Development
Organizational Excellence/Effectiveness
CASE STUDY: AFRICAN BANKING CORPORATION LIMITED
The above bank has put in place the below strategies to engage and motivate employees
to deliver both to the organization and customers.
In this context i will refer to them as 7Cs.
• Change: Individual change leads to the success of the organization.This change
should both be in terms of internal relations and external relations,considering that
employees are the face of the company.
• Compliance while ensuring customer comfort: this is in line with the bank's standard
policies and procedures.Fulfilling this ensures customers have clarity on various
codes and procedures that the organization adheres to.Customers are aware of
what the organization stands for.
• Cost efficiency: this is different from cost cutting in that the employees are
encouraged to plan and spend on what is absolutely necessary.
• Cross selling: this calls for the employees be well versed with all the organization's
products so that they are able to offer customers a variety of products.
• Credit growth: after a bill was passed in parliament to curtail lending rates,the bank
has continued to sensitize its employees on the need to educate customers and to
create awareness and encourage customers to take advantage of the lower lending
rates.This way the organization achieves its objectives while at the same time
satisfying its customers.
• Channels and Partnerships: This encourages employees to always be innovative ad
research new ways of fulfilling customer needs profitably.
• Cohesive and collaborative teamwork: this ensures that teams work together in
Organizational Excellence/Effectiveness
CASE STUDY: AFRICAN BANKING CORPORATION LIMITED
The above bank has put in place the below strategies to engage and motivate employees
to deliver both to the organization and customers.
In this context i will refer to them as 7Cs.
• Change: Individual change leads to the success of the organization.This change
should both be in terms of internal relations and external relations,considering that
employees are the face of the company.
• Compliance while ensuring customer comfort: this is in line with the bank's standard
policies and procedures.Fulfilling this ensures customers have clarity on various
codes and procedures that the organization adheres to.Customers are aware of
what the organization stands for.
• Cost efficiency: this is different from cost cutting in that the employees are
encouraged to plan and spend on what is absolutely necessary.
• Cross selling: this calls for the employees be well versed with all the organization's
products so that they are able to offer customers a variety of products.
• Credit growth: after a bill was passed in parliament to curtail lending rates,the bank
has continued to sensitize its employees on the need to educate customers and to
create awareness and encourage customers to take advantage of the lower lending
rates.This way the organization achieves its objectives while at the same time
satisfying its customers.
• Channels and Partnerships: This encourages employees to always be innovative ad
research new ways of fulfilling customer needs profitably.
• Cohesive and collaborative teamwork: this ensures that teams work together in
