Establishing a Quality Delivery Service Model at Canada's TD

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We all know that most processes don't start and stop at the borders of one business unit. Most flow through an organization and require different business units and people to make decisions and carry out actions. But getting people to understand how what they do in their role impacts on other areas of the business is difficult at best and can seem impossible at worst.

So how can you engineer a shift to get people to start thinking about the bigger - end to end - process? In this PEX Network video interview, Leslie Behnke, VP Process Improvement and Service Quality at TD, talks about the journey to end to end thinking at the banking group, explains how she has implemented a Quality Delivery Model focusing on speed, accuracy, cost and risk avoidance and talks about the cultural shift required.