Export-Import Bank: Reorganizing To Improve Customer Service

Contributed by: National Performance Review
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Export-Import Bank: Reorganizing To Improve Customer Service

In 1992 the Export-Import Bank of the United States initiated a total
quality management program redirecting its managerial focus towards a
deliberate emphasis upon customer service and a dedication to
performance results.  The Bank held a series of open workshops with
lenders and exporters to discuss proposed program revisions, policies,
and processes.  Building on this effort and in response to the Vice
President's call to reinvent government the Ex- Im Bank has completely
reengineered its organizational structures to ensure the primacy of
customer service.  It has implemented a comprehensive 360-degree program
of employee evaluation.  The Bank has developed a set of generic
standards for customer service that translate into specific objectives
and define sets of tools to measure and assess performance.

From:  Martin Kamarck
Organization:  Export-Import Bank
Location:  Washington, D.C.
Telephone:  (202) 566-8988

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