SAIB Bank: Linking Organizational Strategy to Service Improvement

This report explores the relationship between an organization's overall strategy and service improvement, focusing on the Saudi Investment Bank (SAIB). It highlights how SAIB uses strategies like CRM (Customer Relationship Management) and TQM (Total Quality Management) to enhance service delivery and customer satisfaction. The report discusses the importance of continuous improvement, regulatory change management, and the implementation of advanced IT services. It also emphasizes the role of communication and sustainability in driving service improvements within the bank, linking these improvements to the bank's overall strategic goals, including marketing and corporate strategies for long-term growth and success. The analysis concludes that service improvement is vital for the banking sector and economic development, facilitated by effective communication and strategic implementation of various methodologies.

INTRODUCTION
The topic discusses the relationship of organisation’s overall
strategy with service improvement. Every organisation
strives to improve the operations day by day and the
improvement takes place in many forms. Improvement is
linked to the overall strategic growth of an organisation;
fostering better communication, achievement of goals and
objectives. Thus, the improvement plays a crucial role in
every organisation and it can be demonstrated in further
slides.

“SAUDI INVESTMENT BANK”
The purpose of describing the improvement strategies in the
organisation has been illustrated by undertaking the
organisation in the banking sector in Saudi Arabia, “Saudi
Investment bank”.
The SAIB (Saudi Investment bank) is a joint stock company
established in 1976, headquartered in Riyadh. The bank
delivers the commercial banking services to the other banks
and individuals. It also deals in quasi- governmental and
industrial sectors and activities, including export and import.

Vision & Mission Strategies
The Saudi Investment bank progresses through the vision of
offering the simplest and the most accessible products and
services to the customers.
Improvement in any organisation brings about the positive
impact on the organisation’s success and the strategies
formulated over years. One of the major improvement is the
regulatory change management, which is one the concern
for the banks (Accounting web, 2018).

Continued
Service improvement is related to the overall
organisation’s strategies, for example, in banking or
financial sector when there are changes made in IT
system. In addition, the other changes may include in the
in the computer based information system that the bank
deploys; use of CRM (Customer relationship
management) strategies.

Continued
The bank involved in implementing CRM strategies to ensure
improvement between business and customer satisfaction,
and the service improvement plans are implicit in the bank.
CRM is a front-end tool, ensuring acquisition and detainment
of the long-term relationship with the potential customers.
The organisation has enough capabilities from the strong
capital position to carry out the operations and to foster
improvement.

Service Improvement Approaches and
techniques
The bank uses several approaches towards promoting the
scope of service improvement in the financial sector, by using
approach of TQM (Total Quality management), which
ensures the total quality of the management by involving
everyone in the organisation. The other methods include the
application of six sigma, lean and others.

Six – Sigma approach
One of the major tool and technique used in the
organisations is “Six sigma”, a continuous
improvement philosophy or methodology, the
techniques focussed to improve the process
performance and aims at fulfilling customer
requirements. Six sigma emphasizes on the facts rather
than the management opinion.

Continued
The service improvement in the bank related to the overall
strategies such as handling data analytics, innovation
strategies, hiring experienced and competent staff and other
activities. The improvement plan is communicated in the
organisation by following the communication strategies, such
as the bank employs company spokespersons and other media,
such as advertisement, and mails to communicate the service
improvements strategies.

Continued
Use of CRM and TQM approaches was implicit in the bank
that means the bank has been using these strategies, but the
proper implementation of advanced information technology
services was further initiated. Poor communication in the
banks can affect their operations and performance. The
bank also emphasized on the sustainability and
development strategies for the performance and service
improvement every year consistently (Banking finance,
2014).

CONCLUSION
To conclude the discussion in above slides, service improvement
is of vital importance to the banking sector, as it forms the basis
of economic development. The approaches and techniques used
above state the communication and implementation of service
improvement in the organisation. These techniques involve use
of CRM and TQM methodology affects the strategies, which
include marketing strategies, corporate strategies to foster the
growth and success in the long-term.

References
Accounting web (2018) How to improve the quality of your
organisation. [online] Available from:
https://www.accountingweb.com/practice/practice-excellence/ideas-
to-improve-the-quality-of-your-organization [Accessed 18/07/18].
Banking finance (2014) Customer relationship management in
banking sector. [online] Available from:
http://www.bankingfinance.in/customer-relationship-management-
banking-sector.html [Accessed 18/07/18].