Exceeding customer expectations

Provides insights into NatWest Bank′s approach to managing service quality. Discusses how the bank views service to customers as the fundamental way to differentiate itself in the market place. Describes the adoption of TQM and how NatWest is actively engaged in designing quality processes based on its customers′ expectations. Describes the quality service programme. Contends the importance of product knowledge resulted in a reassessment of service delivery. Concludes that quality of service is the differentiator.