By correspondent Ernest C. Ambali.
Believe this and you will rise to success!! Forsake it, you will
fall into the gaping abyss!!. That is: you must have a strong,
positive vision of success – and you will succeed. You will not need
Albino’s body parts or a chain talisman.
In other words, there is nothing like luck. You create your own
circumstances for either failure or success.
Luck in the usual sense of this word, does not exist in the
universe ruled inexorably by the laws of cause and effect, says Harold
Sherman in his book, “know your mind”.
You, as an individual or a group will rise on your intelligently
drawn up plans which will move you towards your vision.
This is what the CRDB Bank did. It planned its future 10 years
ago as it was established following its vision requiring it “ to be
the leading bank which is customer need driven with competitive return
to share holders”.
As if by waving a magic wand and pronouncing the magic word, “
Abracadabra”, the bank was awarded the internationally recognized “
Superbrand Certificate”, in Dar es Salaam on 30th September, 2010 for
becoming what its vision required it to be.
The certificate which is coveted by all business entities in the
world, was presented to the CRDB Bank chief Exucutive Officer (CEO)
and Managing Director, Dr. Charles Kimei by Director of the East
African zone Superbrand Project, Mr. Jawad Jaffer.
Presenting the certificate to Dr. Kimei, who was flanked by CRDB
Bank management team in the presence of the press, Mr. Jaffer said: “
CRDB Bank performed very highly in our consumer survey for Tanzania
and featured as the top Bank here. This is indeed a great achievement
for all the employees and management of CRDB Bank”
Dr. Kimei said: “ this is the great day in the development convey
or belt history of the CRDB Bank. It is the day we are demonstrating
the truth that our customers do value our efforts in ensuring that we
satisfy their needs.
“ We are gratified beyond measure to see that our bank has been
picked by a panel of researchers and customers as the best in the
delivery of services and that it is widely known in Tanzania in the
financial sector.
Superbrand 2
“ The survey, done under the supervision of the Superbrand project
shows that the bank outshiried the others in the competion in the
delivery of high quality goods and services”.
The CRDB Bank also exelled in the country – wide distribution of
branches seen as the best by the survey.
The survey also noted that the bank had widespread alternative
means of delivering banking services which included SIMBanking,
Internet Banking POS and ATMS.
According to Dr. Kimei, customers of the CRDB Bank were also
gratified beyond measure by the bank’s sense of care which created
products like the Tembo Card Visa which enables customers to enjoy
services within and outside Tanzania.
Another alternative banking service of the CRDB Bank is that
known as the “Easy deposit”. This is a special system that enables
the customer to deposit his savings through the ATM within the
country.
Also spreading country -wide are the mobile banks serving the
rural areas where housed bank services have not been established.
The other service is that delivered through the Microfinance
Service Company which has been able to serve farmers and small, medium
Enterprises in the rural areas, Dr. Kimei said.
Customers of the CRDB Bank, are also comfortable with all the
services including the “ Malkia” service meant for women because they
meet their demands.
Some of the CRDB Bank Officers interviewed after the brief
presentation ceremony held at the Holiday Inn, said the award should
not sink the bank’s staff into passivity – resting on their laurels.
“ Winning of the Superbrand Certificate which is recognized all over
the world should encourage us to continuously improve delivery of our
services.
“ As pointed out by Managing Director Kimei, that our customers
contributed to our winning of the certificate, we should therefore
continue to focus on satisfying their needs”, they, said.
Indeed, as pointed out by Dr. Kimei, focus on providing high
quality services to customers is an imperative.
Superbrand 3
He gains support from Jim Shaw who in his book, “Customer –
Inspired QUALITY”, points out that customer satisfaction is
inextricably linked to profitability.
“ You must therefore keep your customers, and to keep them, you
must make them happy. Total Quality Management ( TQM) provides a
system that allows you to do both”, he says.
However the then president and Chief Operating Officer of the
Ritz – Carlton Hotel Company LLC, Mr. Horst S. Schulze, points out in
the book’s foreword:
“ TQM is not a solution. It is a never – ending process, a
system of continous improvement. The secret simply is hard work and
continual striving to be more efficient, more service driven and more
profitability.
Concluding his short speech, Dr. Kimei called upon customers of
the bank, staff, the press and other stakeholders, to continue
supporting the bank.
“ The aim is to continue to win the award whenever the survey is
done, and this can be attained by not resting on our laurels and
continue to be customer need driven”, he said.
Mr. Jaffer said Superbrands has operations are in more than 80
countries worldwide. Its presence is noted through the Superbrands
stamp of Approval on the selected brands.
These brands are put through a rigorous exercise through numerous
consumer council of expert surveys, to come up with the leading brands
that are given the stamp of Approval.
“ Tanzania is no stranger to this exercise. Already on Monday
leading Tanzanian companies were presented with the Superbrands
Certificate which would award them this coveted status that brings so
many benefits to the companies behind the brands”, said Mr. Jaffer.
End.