How can you engineer a shift to get people to start thinking about the bigger - end to end - process?
In this PEX Network interview, Leslie Behnke, VP Process Improvement and Service Quality at TD, tells of the journey to end to end thinking at the banking group. She explains how she has implemented a Quality Delivery Model focusing on speed, accuracy, cost and risk avoidance and talks about the cultural shift required.
Learn how to overcome process implementation challenges through this insightful TD case study.
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