Mexico’s second bank learns about service in a competitive market

Describes how in 1991 the Mexican Government privatized the country’s banking system in order to encourage greater efficiency and competitiveness in the run‐up to the open‐market environment NAFTA (North America Free Trade Agreement) would bring. Bancomer, Mexico’s second most important bank, called in an international firm of management consultants to effect a total re‐engineering process with quality as the goal.