OMEGA PERFORMANCE AND HALIFAX PLC PRODUCE
AWARD-WINNING "CUSTOMER FOCUS PROGRAMME"
December 6, 1999, BAI Retail Delivery ’99, Miami, FL – Omega Performance, a global leader in performance improvement consulting and training for the financial services industry, announced today that their client Halifax plc has received a top award. They have been ranked first for the "Learning Organisation Award" in the Service Excellence Section of the 1999 Unisys/Management Today annual awards. A major contribution to winning the prize was the Customer Focus Programme, developed by Omega Performance for and with Halifax.
"We are extremely pleased to see the excellent work of our two organizations recognized in this way. The prize demonstrates Omega’s commitment to providing our clients with the highest quality support for their performance improvement efforts" remarked Joe Liddane, Managing Director of Omega Performance in Europe.
Over the last four years Omega Performance has worked extensively with the branch network of Halifax to help them grow sales and improve service. This approach has helped to transform their culture and is at the heart of their business strategy to develop their customer franchise and become their customers’ "complete financial ally."
David Fisher, General Manager, Banking & Consumer Credit, commented, "Omega’s involvement in developing our Customer Focus Programme has helped us to create strong growth in sales of both our core products and in our diversified businesses. Our surveys have shown that customer satisfaction has also improved significantly."
Omega Performance contributed to the development of the Customer Focus Programme by building management practices, creating service quality measurement systems, training all levels of management and staff, and involving executive management in the process. Additionally, Omega provided an innovative use of video in the branch training to enhance the learning process.
About the Service Excellence Awards
This is the fourth year of the Service Excellence Awards. Over 1,000 participating organizations from many industries were asked to complete a rigorous self-assessment questionnaire and the shortlisted organisations in each category were visited by a team of assessors. Where possible, the site visits were supplemented by ‘mystery shopper’ activity. The judging panel included representatives from Unisys, Management Today and the Cranfield School of Management, independent consultants and previous winners. The awards take a broad perspective of service excellence, believing that it includes everything an organization does to profitably win, satisfy and retain customers.
About Halifax plc
Halifax plc is one of the best known, best regarded brands in the UK retail financial services. With assets of over £154 billion (US $246 billion) and 800 retail bank branches, Halifax plc is a leading provider of personal financial services in the UK. Within the UK, Halifax is the largest provider of housing finance and a market leader in savings. For more information, please visit the company’s website at www.halifaxplc.com.
About Omega Performance
Omega Performance Corporation is a global learning firm whose mission is to improve the profitability of financial service organizations by improving the performance of their people. Since 1975, more than one million people from more than 2,500 financial organizations have worked with Omega Performance to improve their ability to create outstanding results. For more information, visit Omega Performance at booth #1569 at BAI Retail Delivery ’99, call (888) OMEGA-PC, or visit the company’s website at www.omega-performance.com.
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