| "3315 IS MY DREAM": ANDANI ALHASSAN | | | | best in 3 years and 1st in 5 years when there are |
| DECLARES | | | | tiger and stochastic competitors on the Ghanaian |
| | | | banking market? |
| "Considering the total profitability of the Ghanaian | | | | "It is very simple. I have determined the core |
| banking industry, level of services delivered, the | | | | business of my organisation - that at which my |
| people in the banking sector and customer | | | | organisation should excel. Top management and |
| demand in recent times I have realised I have an | | | | staff have all understood the vision of excellence. |
| achievable dream. A reverie to raise my business | | | | It is clear and in a brief statement which is |
| from its present position in terms of profitability | | | | impossible to misinterpret (3315). I have clarified |
| and service delivery to the bank of choice in | | | | the message, pushed it forward. Do you want to |
| Ghana. I want to push my bank into the | | | | hear that all have cuddled it like 'father and son'? |
| prestigious 3rd best in 3 years (call it 3 in 3 or 33). | | | | Mr Andani, what about the outside influences, |
| And by the end of 5 years, my bank will become | | | | especially now that new banks are rushing into |
| the premier bank in Ghana (call that 1 in 5 or 15)". | | | | the Ghanaian market? |
| Ishalahu. | | | | I know the factors in the external environment |
| "I have the team, we understand the processes | | | | which call for a strategic response from my |
| and make them seamless; we know the | | | | business. I have grouped them under main |
| customers, and have what it takes to exceed | | | | headings and responsibilities and had assigned it to |
| their expectations; we stand to provide | | | | capable and reliable champions and teams. My |
| exceptional stakeholder value and will deliver the | | | | outsourced staffs are aware that their inputs are |
| dream of 3315 by being a customer centric bank- | | | | as equally important as my input at the top; I say |
| This is my dream". | | | | I am making it in 3315. |
| These were the words of Mr. Alhassan Andani, a | | | | I have benchmark my bank against the so called |
| distinguished Ghanaian Chief Executive of a fast | | | | big competitors as far as I can. Presently I have |
| growing bank in Ghana. This came up as a result | | | | what they have and even better: The products; |
| of a recent face to face chat I had with him to | | | | its price; its availability; the customer service; the |
| find out his challenges of managing a world class | | | | policy for continuous improvement; minimum cost |
| business. | | | | of operation and the market share. |
| I asked him first, what in his opinion a world class | | | | I am matching competitors in these areas, and |
| organization is. | | | | sometimes better than them. Most importantly |
| He said "A definition of the concept 'World class' | | | | we are not limited to this country only we have |
| would be a mouth full. However, for convenience I | | | | the backing of the biggest bank in Africa. |
| would say a world class company should be able | | | | To put it more minimally, from the analyses of |
| to compete with any other organisation in its | | | | the external environment, the core business of |
| chosen markets and that it aspires to | | | | the organisation, and the standing of competitors, |
| world-beating standards in everything it does. It | | | | I have identified I have the core capabilities which |
| embraces the practice of and excellence in | | | | will enable me to compete in world markets. My |
| techniques such as total quality management, | | | | institutions core capabilities include our; |
| continuous improvement, customer service, | | | | * product knowledge / service skills |
| international benchmarking, flexible working and | | | | * marketing skills |
| training." | | | | * innovation / research capacity |
| My follow up question to Andani was, how would | | | | * financial planning and control |
| you do this with 4 branches nationwide? | | | | * human resource capabilities (including Inspiration, |
| "We shall begin by providing 'out of the world | | | | motivation and involving the skilled people with the |
| services' to our customers, we shall heal all | | | | right attitude and knowledge). |
| impaired relationships, we shall engrave an indelible | | | | He concluded that nothing inspires and motivates |
| positive defining moment in the minds of all our | | | | like success itself. I am inspired so are my people |
| customers, and will provide the products and | | | | and we promise our customers and potential |
| services that will dazzle our customers and in a | | | | customers of exceptional and stellar services. |
| manner that achieve exceptional stakeholder | | | | My employees are kept fully informed of the |
| value. Watch the market by end of 3315 and you | | | | organisation's progress. By adopting simple |
| will understand me better". | | | | measurement techniques, results are |
| Will your competitors be that friendly to you to | | | | communicated to employees on a regular basis - |
| overtake them? | | | | Progress reports so far has been encouraging. |
| "I have said over and again that the dream is | | | | I will encourage the customers, substantive and |
| 3315 and nothing more than 3315." | | | | potential to feel more confident dealing with my |
| How would you achieve this herculean task of 3rd | | | | bank and promise them a memorable relationship. |