Tuesday, July 16, 2002
ANZ Franchise Holders Will Be Required To Satisfy Customers And Staff
"The ANZ has listened to the union and done something that is in its own long term interests," said Geraldine Molloy of Finsec.
"Franchising branches will give managers the freedom to increase staff numbers without being penalised for it.
"One of the pillars on which the franchising arrangement is based is staff satisfaction. Managers will reach their performance targets only if they can satisfy their staff.
"The other three pillars are customer satisfaction, meeting financial targets and complying with the Reserve Bank's requirements.
"Giving decisions to a local manager should bring a local focus that can meet local needs. We are delighted with the potential for improving the lot of both customers and staff.
"It's a shame the bank couldn't have listened to us before they lost credibility with some of their customers. We just hope that the business they have lost can be retrieved by this new, enlightened move."