In 2009, 18 awards were given in 9 countries for following categories : Brand, Process optimisation, Managerial practice encouraging innovation, Customer satisfaction, Employee satisfaction, Re-use, Cross-selling, Products and services.
BNP Paribas presents its award winners.
This week, discover Qualitude, quality through the right attitude, an initiative of BNP Paribas Assurance.
In 2008, the Savings Management department of BNP Paribas Assurance launched Qualitude, and over the course of the year deployed a structured set of innovative measures for employees participating in the scheme on a voluntary basis.
The project is intended to stimulate a “business minded spirit” in the back offices.
The project includes, among others,
– the Innov@ction challenge designed to promote employee involvement,
– the Qualitest tool, a questionnaire developed by managers to help team members carry out self-assessments,
– Qualiphone, a telephone communications training course that employs an innovative approach (“Les Pense-Bêtes©”),
– the Customer observatory, an email questionnaire designed to measure perceived quality of services by customers.
Management at every level contributed to the development of the program.
With the strong support and involvement of employees (99.2% of them have done Qualitest and 70% completed Qualiphone training), feedback has been positive, with a satisfaction level of 4/5 after deployment of Qualitude.
Vincent Duret, Head of Customer Relationship at Investment Solutions, Relations Client Corporate BNP Paribas Assurance, explains the project to us.