Informe_Anual_Cecabank_2016_ENG

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CORPORATE CULTURE BASED ON
EXCELLENCE AND QUALITY
An emphasis on Excellence
One of the initiatives of the 2013-2016 Strategic Plan was to adapt the Qua-
lity Plan, with a twofold aim:
spread a culture of quality at Cecabank, in line with our permanent com-
mitment to searching for excellence, and
link improvements in customer satisfaction with business results (loyalty,
recommendation and connection)
To achieve these objectives, our Quality Plan was based on four key pillars:
1. Quality Management Systems. - Certifications that bring value to specific
businesses
2. Customer satisfaction.- Perceived quality, how our customers see us
3. Process quality. - Objective quality, to learn how the processes supporting
our different lines of business function
4. Improving customer expectations, through setting corporate quality objectives
Over the four year period we have been working on these pillars, and have
obtained the following results:
Quality management
Cecabank’s objective is to implement a quality management system from
businesses which can bring distinctive value through their certifications.
Over the period we have obtained several certifications greatly valued by our
current and potential customers.
Maximising service
excellence and quality
in our offerings to
our clients is one of
Cecabank’s priorities.
CERTIFICATIONS OF THE
CORE BUSINESSES
Payment, Clearing
and Discount
Systems
Financial
reporting
Fund
Depositary
Securities
Custody and
Settlement
Our customers, both
current and potential,
place significant value
on certifications.
Cecabank 2016 Annual Report Page. 37
03 CORPORATE CULTURE
3.1
3.2
3.3