Lessons learnt from Citibank

Lessons learnt from CitiBank may be applied as listed below: Management support a prerequisite We can deduce that, Citibank's reengineering of its call centre process was a runaway success. After an 8 month research period weighing up the benefits of Sydney against several other cities in the Asia/Pacific region, The fact that Citicorp committed a substantial seven figure investment in the Sydney call centre proves that senior management was backing the reengineering effort. Well defined …

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