Service Reform: Next Stage
First written in FY2016. 5 of 9 entries say "Restated". Latest entry: FY2021.
1 other company's latest entry also says "Restated".
- FY2021RestatedAnnual report
「Expanding locations open on holidays, establishing new non-face-to-face channels using digital devices such as smartphones, and making call centres strategic channels, while optimising the Group's branch network by reviewing branch roles and improving branch locations, among other measures」
Service Transformation continues through a combination of holiday opening, non-face-to-face channels, call centres and branch network optimisation. - FY2020ReframedAnnual report
「A change in the mission of more than 10,000 employees who have supported Resona's growth through administrative operations to a system in which all employees provide consulting services」
The basic transformations, including Service Transformation, have been restructured around changing the missions of more than 10,000 administrative employees and transitioning to a system in which all employees provide consulting services. - FY2019RestatedAnnual report
「We will pursue the four basic transformations: ① talent management transformation ② network transformation ③ organisational transformation ④ business process transformation」
The basic transformations, including the former Service Transformation initiative, continue as four transformations covering talent, networks, organisation and business processes. - FY2018ReframedAnnual report
「We will pursue the four basic transformations: ① talent management transformation ② network transformation ③ organisational transformation ④ business process transformation」
The former basic strategies, including Service Transformation Next Stage, have been reorganised into four transformations covering talent, networks, organisation and business processes. - FY2017RestatedAnnual report
「We will pursue the four basic transformations.」
The transformations, including Service Transformation Next Stage, continue as part of the new medium-term management plan's "four basic transformations." - FY2017-Q3RestatedAnnual report
「As new transformation initiatives in anticipation of changes in the business environment, we will advance the four basic strategies ("Service Transformation Next Stage," "Operations Transformation 3rd Stage," "Evolution Toward Next-Generation Talent Management," and "Evolution of Capital Management").」
Service Transformation Next Stage continues as one of the four basic strategies. - FY2017-Q2AdvancedAnnual report
「The balance of residential mortgages (combined standalone balance of the Group's banks) increased by ¥115.8 billion from the end of the previous consolidated fiscal year to ¥13.2719 trillion, due in part to efforts to improve customer service and expand customer touchpoints, including holiday opening of loan plazas and holiday loan reviews and disbursements.」
The expansion of customer touchpoints through holiday opening, holiday loan reviews and loan disbursements is described as specific progress, with the residential mortgage balance increasing by ¥115.8 billion. - FY2017-Q1RestatedAnnual report
「We will advance the four basic strategies ("Service Transformation Next Stage," "Operations Transformation 3rd Stage," "Evolution Toward Next-Generation Talent Management," and "Evolution of Capital Management").」
The policy of continuing the four basic strategies, including Service Transformation Next Stage, is reiterated. - FY2016First statedAnnual report
「We will move the "Service Transformation" initiative to the "Next Stage."」
The customer-focused service transformation, including "open until 5 p.m.," "zero waiting time" and "24/7 intra-group bank transfers," will be advanced to the next stage.