Recognising the value of benchmarking and comparative studies, the Overseas-Chinese Banking Corporation, one of Singapore's leading local banks, selected benchmarking areas that were aligned with its strategies for improved business process and service delivery. Key learning points obtained through site visits and conferences were adapted and implemented to improve service performances and customer experience. Internal…

BPIR Categories

14.2.1 Develop benchmarking capabilities
14.2.2 Benchmark performance measures with noncompetitors
14.2.3 Benchmark performance measures against competitors

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