THE IMPACT OF LEADER TO FOLLOWER RELATION ON A QUALITY OF SERVICE IN A FINANCIAL INSTITUTION
In the Industry of financial services like banks, stock market, insurance agency etc. we can see the employer’s performance of how they served they customers the way the negotiate with people is always comprehensive, observe the way they talk and the way they present themselves you can say that they are highly trained. As much as possible they don’t want to keep their customers waiting although in happen in most of the banks it is their common practice to assure that their customers are treated well and satisfied before they leave. These has been the results of training and development of most of their employees, they are able to follow their immediate supervisor and manager before they are deployed to their respective position, the Human Resource Management makes sure that they are completely knowledgeable about the job. Tellers and Customer Service staff act as the representative of the company every-day.
JP Morgan and Chase in one of the most highly respected financial institution of the world catering to financial servicing, investment banking and financing small and medium enterprise with a capital of Trillion US Dollar and operating in 50 countries and key cities around the world. They have recognized the needs of their personnel and staff to learn the best customer service because they served to millions of customer’s everyday from their branch, from opening to online transaction to personal meetings and conferences they adhere the advocacy of quality services that in return creates a visual representation of customer satisfaction at work.
Respectively they have 240,000 representatives who are quite diligent in taking orders from their immediate supervisors, following rules and regulations about their managers are given utmost important they are the source of their knowledge and they execute what they command this way they can develop a management team of leaders to subordinate, they must learn how to follow so that they can grow and soon they will be the future leaders. They have developed a diversity and professional work ethics and they believe that’s how they succeed when the subordinate learn to obey and accept their duty and responsibility, they are reminded daily that they need to build a strong team and develop the full potentials of their employees but they will need to learn humility and performance based contribution to accelerate.
They aim to reach their exceptional performance to their customers and they are committed to furnish the best methodology to their staff to improve and encourage their employees to follow and soon lead. All employees are included and nothing is left they are all receiving the best compensation package an employee can ever had. They culture is driven by performance and directness of people that’s why they are able to follow their supervisors and managers. Most of their managers and supervisors are also ordinary employees until they have reached their potentials to be a part of the management team.
Leaders must also learn to follow before they can lead. Creating a diverse groups of employees coming from different nationalities with different culture and belief makes a bit hard for managers and employees to meet halfway to subordination of staff but they are committed to learn the differences to meet their objectives and these has been reached throughout their operation. They have established the Employee Networking Group with more than 20,000 members around the world so that they can meet promoting harmony within their culture. From the very beginning of their employment there are trained to commit themselves to the company and follow their immediate supervisors that will direct them to be familiar with the job for they are the one to show the employees their respective assignment and their job description, limitation, rules and regulations to engage themselves at work and most of all the best thing they should know is how to handle customers about their standings.
The result and benefits of such ideals is fantastic, their employees have served their customers well and they are more than satisfied but thankful. Most of their branch have reached their targets, they exceeded in reaching their goals almost every year. They have been one of the most significant financial service provider company around the world according to Dow Jones which is also their colleague and most of all it is not just their employees but most of their branches around the world have been following orders from their leaders and they are productive the result has always been positive for they have serve well, customers highly trust their service. The following are just some of the results of their efforts;
· This 2011 they will open 12 more service centers from various states.
· They added 1000 more employees last April.
· Added 37 more bank branches in Florida.
· Partner with 10 top companies around the world
· They are committed to lend 12 $Billion US Dollars to US businesses this 2011. (http://www.jpmorgan.com/pages/jpmorgan/news)
Credit:ivythesis.typepad.com
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