Process Excellence is central to our ability to consistently improve our services, and deliver better experiences for our customers. 

This week, CBA Group Executive of Enterprise Services David Whiteing proudly accepted the CEO of the Year Award on behalf of Ian Narev, at the 12th annual Process Excellence Week conference - only the second time in twelve years this award has been presented by the International Quality & Productivity Centre (IQPC).

“I’m tremendously proud of our achievements in this space. Our people are engaged, they are enthusiastic about meeting their customers’ needs today, and they are actively anticipating their customers’ needs in the future”, said David.

In addition to the CEO Award, CBA also picked up the award for ‘best approach to drive cultural change’, and ‘best customer experience initiative’.

After launching its Process Excellence program in January 2004, with a primary focus on building individual capability through Lean Six Sigma (LSS) projects, CBA has refocused the productivity effort, strengthening the links between Productivity Excellence, core values and the customer experience.

In 2012, the bank introduced four productivity habits, which now form part of everyday work practices, linking closely to the bank’s core values of integrity, accountability, collaboration, service and excellence.

“Over the past four years, we have undergone enormous transformational change. Our people are now thinking about processes end-to-end, looking closely at how they’re measured, and making informed decisions that help our customers achieve their goals,” said Mr. Whiteing.

As financial services continues to be challenged by rapidly changing business models, customer mobility, and digital disrupters, Mr. Whiteing highlighted that CBA would remain focussed on “delivering measureable benefits at every step for our customers, our people and the business”.