TMB Bank: Improving the Customer Experience and Process Standardisation through Process Mapping

As one of the leading banks in Thailand, managing hundreds of products and services, customer experience and process standardisation are central pillars in TMB Bank's strategy.

Thatree Methajittphan, Business Process Management Specialist at TMB Bank, shares in this interview on how process mapping has enabled TMB Bank to achieve optimal results in delivering the best customer experience via process continual improvement across the organization.

Results

  • Optimize the customer experience and processes
  • Better process maturity management
  • Improved information sharing and standardisation

"Despite our efforts to standardise templates for processes and operating procedures, we still encountered inconsistencies in the way diagrams were documented," Thatree Methajittphan, Business Process Management Specialist at TMB Bank.

ABOUT TMB BANK:

TMB is one of the leading commercial banks in Thailand which aims to improve the lives of banking customers and empowers them to achieve their financial goals through its efficient transactional banking service in the easiest and most convenient way.

Guided by its “Make THE Difference” philosophy, TMB strives to always challenge and improve upon the status quo in everything the Bank does, as well as be adaptive to quick changes in today’s world. In the past ten years, TMB has relentlessly transformed to build financial strength and stability for quality, sustainable growth.

TMB Bank: Improving the Customer Experience and Process Standardisation through Process MappingRead the customer story