August 17, 2012
Guaranty Trust Bank (Ghana) Limited having been rigorously assessed by independent external auditors has now been certified as meeting the requirements of the internationally respected Quality Management System (QMS) standards-measuring instrument ISO 9001:2008.
This certification confirms that GTBank has an effective Quality Management System (QMS) in place. The fundamental systems provided through the ISO 9001:2008 certification include assurances on customer satisfaction, leadership, involvement of people, process approach, continual improvement, fact-based decision making and mutually beneficial supplier relationships.
In line with its commitment to superior customer service delivery, the Bank subjected its quality management systems and processes to the Third party certification audit by Systems and Services Certification of SGS, Société Générale de Surveillance S.A., which is accredited under United Kingdom Accreditation Scheme UKAS, to assess its Corporate, Consumer, Retail and Commercial Banking activities.
Other areas of the Bank’s operations reviewed as part of the certification process include Currency Trading, Foreign and Domestic Operations, Funds Transfer, Transaction Services, Consumer Information Services, Treasury Operations and development of associated banking services.
The process covered the Bank’s Head Office at 25A Castle Road, Ambassadorial Area at Ridge in Accra, the hub of GTBank’s operations nationwide and its subsequent certification is valid for a period of three years and remains subject to satisfactory surveillance audits.
Good news for GTBank customers is that the implementation of ISO 9001:2008 is a commitment to ensure continual improvement of the Bank’s Quality Management Systems (QMS) and processes. It presents the opportunity to determine, meet or exceed customer requirements and expectations whilst boosting profitability and would in turn help GTBank meet the needs of customers and other stakeholders. Its ultimate goals are to provide consistent processes, customer satisfaction and continual improvement involving periodic audits to ensure the Bank’s systems are working in the best interest of the latter.
The implementation of ISO 9001:2008 would also be used as a quality management measurement tool to assess GTBank’s ability to resolve customer satisfaction issues and prescribe systematic control of activities to ensure that their needs and expectations are consistently exceeded.
Aside this certification enhancing GTBank’s image and giving it a competitive edge over peers, it is an attestation to the Bank’s commitment to the provision of quality services as per international standards and best practices and the willingness to work towards improving efficiency.
To the Bank’s employees, the process help creates even better working environment increased job satisfaction, understanding of customer quality issues, improved health and safety procedures and boost morale.
Commenting on this great feat, the Managing Director of Guaranty Trust Bank (Ghana) Limited, Mr. Lekan Sanusi stated that “This achievement comes to buttress our vision to deliver the utmost in customer service at all times”.
“It shows the level of commitment and extent to which an organization such as ours would go to avail itself for international scrutiny to assure customers and other stakeholders that our systems and processes are all structured to ensure they receive the best of services from us”, he added.
Systems and Services Manager of SGS Ghana Limited, Mrs. Bhagwat, congratulated Guaranty Trust Bank (Ghana) Limited for receiving this prestigious, internationally recognized ISO 9001:2008 certification.
She said, “SGS Ghana is a proud certification partner of GTBank in this ISO certification. Audit team included auditors of SGS Ghana Limited”.
She added that, “This ISO Certification means GTBank has world-class quality management system, which has been independently verified by us and that the Bank’s business processes are more cost effective and efficient in satisfying its customers in Ghana and the world”.
“The award is one of efforts and commitment of the management and employees of GTBank”, she concluded.
.Founded on February 23, 1947, ISO (International Organization for Standardization) is an international-standard-setting body composed of representatives from various national standards organizations. It develops and promulgates standards which seek to ensure desirable characteristics of products and services such as quality, environmental friendliness, safety, reliability, efficiency and interchangeability, all at an economical cost. It has its headquarters situated in Geneva, Switzerland.
Guaranty Trust Bank (Ghana) Limited was registered in October 2004 as a limited liability company and licensed by the Bank of Ghana in February 2006 to provide universal banking services to the general public. It commenced operations in March the same year.
Within the six years of its operations in Ghana, it has established itself as a pacesetter and a reference point in the financial services industry. It has been adjudged Bank of the Year for two consecutive years, in 2009 and 2010, winning with it numerous other key category Awards in the areas of IT / Electronic Banking, Corporate Banking and Product Innovation, Customer Care, Advisory Services, Loan Financing, Competitive Pricing etc.
The Bank had also been named by the International Finance Corporation (IFC) as the Most Market Responsive Global Trade Finance Program (GTFP) Issuing Bank in Africa for 2010 and is presently named as the 7th Most Prestigious Company in Ghana on the Ghana Investment Promotions Centre’s Club 100 List.
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