Reddy has addressed all the Chairmen of banks reminding them of the trust reposed by the common person in the nature and quality of customer  4  BIS Review 49/2004  service rendered by banks. Banks must recognise that if there is disenfranchisement of the depositor they may wake up to find slippages on the liability side of their balance sheet.
In the ultimate analysis, however, it is the human resource which will have to respond to these challenges and in the words of our previous Governor, Dr. Bimal Jalan, “In the years to come this ‘human’ bias is likely to get stronger and the quality of human resources would become the cutting edge of competitiveness.