What happened
Since 2000 QOM has trained roughly 15,000 Maybankers in service quality, team building, motivation and leadership. In 2003 the team ran one of the largest training projects in the country — Teaming To Battle — reaching 13,000 staff across 400 branches in both the bank and finance units. The aim was to shift employees from an operations mindset to one driven by sales and service. By the end of the project 70% of branches recorded significant improvement in sales and service quality, and the sales increase exceeded the training budget allocated.
- Service quality
- Culture change
- Leadership
