Public Bank Bhd yesterday became the first bank in Malaysia to achieve the prestigious ISO 9001:2000 certification for “provision of customer service in loan delivery” accredited by SIRIM Qas International Sdn Bhd.
The scope covers the process from loan applications until disbursements for retail and corporate loans as well as approval of credit cards in all bank branches.
Public Bank chairman Tan Sri Dr Teh Hong Piow (pic) said at the presentation yesterday: ”Banks are faced with the urgent need to strengthen their international competitiveness in the face of intensifying competition, arising from globalisation. Public Bank's focus is to entrench our position, ahead of the financial services liberalisation.”
Through leveraging on quality assurance, speediness and dedication to service, it aims at increasing customer acquisition and retention.
“It is our belief that only a strong, resilient and competitive organisation can withstand the keen global competition,” he added.
With this in mind, Teh said Public Bank had embarked on a partnership with Sirim QAS to set up a system to standardise and continuously improve the bank's service standards.
He added that the ISO achievement was in line with Bank Negara's introduction of a Service Quality Index for financial institutions.