Weak underwriting has long been the bane of banks and banking systems; the difference in this case was the rapid and global transmission of risk through the use of securitisation. Problems at banks are all too often caused by the failure to adhere to basic risk management principles, especially when new products and markets come into play.
During this conference, you will be faced with the task of identifying possible areas of improvement in the quality of our service delivery. For this reason, I understand that some guest speakers have been invited to highlight customers’ perception of our services. This will afford us the opportunity of appreciating customers’ expectations as a basic guide to improving the quality of our services.