Quality Service at National Westminster Bank ‐ The Continual Striving for Excellence

The theme of this article is a reflection on the strategic importance of Quality Service, by staff from NatWest who are a major force in world banking. Amongst the main findings are that a Quality Service Programme which fosters continuous incremental improvement is an essential feature in NatWest′s vision and mission to remain the Number 1 Bank in the market‐place and that to maintain the interest of staff there is a need for new initiatives to be continuously injected into the programme. It is also pointed out that in the future the financial services market will become more competitive, and only those institutions which are totally committed to improving service and operational efficiency will survive.