Customer Service Performance Assessment ( Npa ) - 1795 Words

In order for an organization to continuously produce a product or service that is seen to have quality, they must be focused on the customer. According to Davis Goetsch (2010), customer focus consists of realizing that the customer is the driving force behind both internal and external objectives. Internally the customer defines the quality of the product and externally they define the quality of the people, process and the environment that the organization conducts business in. The United States Postal Service places a focus on customer service by addressing the needs and expectations of their customer base. According to Evans Lindsay (2011), in the 1990s they developed and put into action the National Performance Assessment (NPA) which provides the United States Postal Service a systematic approach with a liking to the private sector. This assessment has in fact become the forerunner for the implementation of similar approaches other customer service based departments of th e federal government. By doing this they ensure an increasing quality in the functionality of the services that they provide. Customer based focus is a key tenet of total quality management. Management guides the organization to work as a cohesive team to strive to ensure that the expectations of the customer are met. Marketing is the entrance and exit of quality (Evans, Lindsay, 2011, p. 110). How total quality management applies to marketing is related to the fact that the quality ofShow MoreRelatedInternship Report On Non Performing Assets Essay8402 Words   |  34 PagesSo when the NPA increases it negatively affects the banking performance. The day to day accounting operations becomes difficult as bank starts adjusting money deposited against their dues. So when the NPA increases it trembles the confidence of depositors investors lenders etcetera. It results in poor recycling of funds. The actual level of Non-Performing Assets in India is around $40 billion much higher than government’s estimation of $16 billion. 1.2 TOPIC CHOSEN FOR THE STUDY NPA has become aRead MoreNon Performing Assets2315 Words   |  10 PagesNON PERFORMING ASSETS(NPA) WHAT IS A NPA (NON PERFORMING ASSET) Non Performing Asset means an asset or account of borrower, which has been classified by a bank or financial institution as sub-standard, doubtful or loss asset, in accordance with the directions or guidelines relating to asset classification issued by RBI. Non-performing asset (NPA) shell be a loan or an advance where; i. interest and /or installment of principal remain overdue for a period of more than 90 days in respect of aRead MoreNpa in Banks17095 Words   |  69 PagesINTRODUCTION †¢ What is NPA †¢ Basel norm I †¢ Evolution of NPAs 8 – 12 5. LITERATURE REVIEW †¢ Banking theory –history and banking system †¢ Banking composition †¢ Banking today and tomorrow 13- 33 6. COCEPTUAL ANALYSIS †¢ Indian banking system †¢ The problem of non performing assets †¢ Reasons for turning an asset in NPA †¢ Trend in NPAs 34 – 52 7. FINDINGS AND CONCLUSIONS †¢ Impact of NPAs †¢ Difficulties with NPA †¢ Key structural changes †¢ Reporting format of NPA 53- 60 8.Read MoreA Vibrant Banking System4504 Words   |  19 Pagescountry is its level of Non-performing assets (NPAs). NPAs are one of the major concerns for banks in India. It reflects the performance of banks. Reduced NPAs generally give the impression that banks have strengthened their credit appraisal processes over the years and growth in NPAs involves the necessity of provisions, which bring down the over all profitability of banks. The Indian banking sector is facing a serious problem of NPA. The magnitude of NPA is comparatively higher in public sectors banksRead MoreAn Overview on Nbfc Sector in India7632 Words   |  31 Pagesdeposits.) The segment has witnessed considerable growth in the last few years and is now being recognised as complementary to the banking sector due to implementation of innovative marketing strategies, introduction of tailor-made products, customer-oriented services, attractive rates of return on deposits and simplified procedures, etc. While the functions of NBFCs are just like banks, there are few differences between both the institutions. These are: (i) NBFC cannot accept demand deposits; (ii) NBFCRead MoreElectronic Banking in Nigeria: Problems and Prospectsks in Nigeria1330 Words   |  6 Pagesreckoned as a hub and barometer of the financial system. As a pillar of the economy, this sector plays a predominant role in the economic development of the country. The geographical pervasiveness of the bank coupled with the range and depth of their services make the system an indispensable medium in every day transactions. The virtual monopoly of banks in `Payment Mechanism touches the lives of millions of people every day and every where. Thus the banking sector has been playing a significant roleRead Morecredit appraisal8971 Words   |  36 Pagesï » ¿CHAPTER 1: INTRODUCTION This project was undertaken to understand, analyze and review the â€Å"CREDIT APPRAISAL SYSTEM† at â€Å"HDB Financial Services†. The project is basically done to analyze the appraisal process and criteria’s set by the institution for obtaining Loan against Property. In addition the project also focused on financial performance of HDBFS. 1.1 Purpose of the Study The main purpose of study is to know how the loans are granted against property and how the worthiness of theRead MoreCase Study of Merger of Global Trust Bank Oriental Bank of Commerce4483 Words   |  18 Pages He made Secunderabad its base, and cast his net across Andhra Pradesh. Global Trust Bank was a pioneer in computerisation and Internet banking. It kept open two hours longer than the rest, it let a customer do any business at any counter and at any branch, and it even forwarded mails that customers sent through it. The bank’s profits in the first two-and-a-half years exceeded its equity capital. However, the regional focus ran aground; by the end of the millennium the bank was short of capitalRead MoreTraining and Developing Indian Banking Industry Employees2367 Words   |  9 Pagessystem. Technology brought innovations such as\ automatic voice recorders and currency counting machines. Banks are also issuing smartcards or debit cards which are also called as â€Å"electronic purse‟. With technological changes bankers have adopted a customer-based approach instead of product-based approach. 3. Social factors: Banks are directed to help economically weaker sections of the society and to provide needed finance to all the sectors of the economy with flexible and liberal attitude 4. PoliticalRead MoreOverview of the Banking Industry in India-Pre Nationalisation , Nationalisation and Post Libralisation23719 Words   |  95 Pages.......................................................................................  49   5      11.15)Priority  Sector  Norms  ...........................................................................................................  49   12)PERFORMANCE  OF  THE  BANKING  INDUSTRY  .................................................................................  53   13)SOUNDNESS  INDICATORS  OF  THE  BANKING  INDUSTRY  .................................................................  76   14)TECHNOLOGY  IN  BANKING  INDUSTRY