Director tells staff: Embrace innovation

By PETER ESILA
EMPLOYEES of the National Development Bank (NDB) have been told to exceed customer expectations this year.
Managing director Moses Liu told them during a dedication service in Port Moresby on Tuesday to embrace innovation in their duties.
He said the bank was yet to achieve its objective of exceeding customer expectation and everyone should work harder this year for that.
“Innovation is a process that translates an idea into a good or service that creates value for the customer,” he said.
“Every employee of the bank is required to be a customer service officer. That means that you should know the different products the bank offers and sell these to potential customers.”
Liu said there would be an incentive scheme to reward employees who exceeded lending targets and those who came up with innovative ideas to cut costs.
“The success of the NDB depends on the quality of service the bank provides to our customers and how efficiently the service is delivered,” he said.
“Customers expect prompt and courteous responses to questions asked over the phone or via mail.
“Staff who engage negatively will be asked to leave, including those who consistently come late to work and take extended lunch breaks because it is time theft which will no longer be tolerated.”

As 2020 begins, “it is only fitting that we dedicate the bank to God to guide it to achieve key performance indicators, particularly the huge lending target and corporatisation of the NDB Group”.
“We acknowledge that God has been the real captain of NDB behind its successes over the years and are dedicating the bank’s operations and the board, management and staff to Him.”
Pastor Fred Malawai of the Gordon Seventh-Day Adventist Church who led the service said faithfulness was very important.