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| Sunday, 11 January 2004 |
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| News Business Features Editorial
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MBSL's 'Quality Month' focuses on customer service Colombo 05th January 2003: "Quality Month" was celebrated by the Merchant Bank of Sri Lanka (MBSL) last November, in keeping with a practice at international level whereby several countries including the USA and Japan organize activities at both national and enterprise level to focus on quality during a particular month. MBSL's MD/CEO, Sunil G. Wijesinha, said that the primary aim of such an event was to have an intense focus on quality during the month, while promoting techniques and habits, which ensure quality and customer service. Wijesinha said that the MBSL was striving to make every member of its staff more conscious of the need for quality, and thereby maintain high standards in customer service. Being one of the earliest to use the standard international symbols and codes, MBSL reinforced standardization during the month, while extending it to all documentation processes. "The MBSL prides itself in its standard of customer service. In fact after implementing the Japanese 5S technique a few years ago, we have been able to service customers faster and more efficiently", Wijesinha added.Several competitions focusing on quality were organised during the month. Among them were a slogan competition on any aspect of quality, and competitions on quality-enhancement tools such as the 'Cause and Effect Diagram' and the 'Pareto Chart'. last year's programme also included competitions for employees' families, thus extending the concept of quality to their homes and beyond. These included an essay competition, art competition, and a poetry composition contest for different age groups. Entries were judged by recognised officers with high levels of competency in the respective fields. A notable feature at the awards ceremony, were special presentations for the benefit of the staff and their families including children. MBSL's MD/CEO, Sunil G Wijesinha's presentation was on 'Quality and Important Japanese Quality Practices', while General Manager, Quality Assurance of Sri Lanka Telecom, Vijitha Ratnayake, spoke on 'Service Quality'. A special issue of the company newsletter focusing entirely on Quality Month was also published. Quality Month culminated with two training sessions on the adoption and successful implementation of the 5S procedure at the bank's head office, for a group of 100 SLAAS trainees from SLIDA. They paid special attention on the orderly and systematic arrangement and maintenance of the Record Room of the Bank's Leasing Department. Wijesinha said that this was the second occasion MBSL had organised such an event. "With quality of service and quality of people being the key to the bank's success, Quality Month will henceforth be a scheduled activity in MBSL's calendar", he concluded. |
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