åœç€Ÿã°ã«ãŒãã¯ãããŒã«ã»ãŒã«ãããªããŒã«ãŸã§åºç¯ãªã客æ§ã«å¯Ÿããåºã浞éãããã©ã³ã矀ãéããå€å²ã«æž¡ãéèååããµãŒãã¹ãæäŸããŠãããŸããæ¥æ¬ã«ãããŸããŠã¯ãããããŠãšã¹ãããŒã±ãã蚌åžäŒç€Ÿãéãæ©é¢æè³å®¶ã®ã客æ§ã«è³é調éããªã¹ã¯ç®¡çãœãªã¥ãŒã·ã§ã³ãæäŸããŠããŸãã
åœç€Ÿã¯ã«ã¹ã¿ããŒã»ãµãŒãã¹ãã客æ§ããã®ä¿¡é Œæ§åã³æ¯æåºŠã®ãããã«ãããŠãæ¥çããããšãªããšããåŒ·ãæ±ºæã®äžã圹è·å¡ã®æææ±ºå®ãšè¡åã®åå°ãšãªãå
±éã®ç念ãå®ããŠããŸãã
æã
ã®ç念
ã客æ§ã«ããè¯ããµãŒãã¹ãæäŸããããš
ååãåãå
±ã«åãããš
æ£ããããšãè¡ãããš
é·æçãªèŠç¹ã§èããããš
åœç€Ÿã¯ãç¬èªã«å®ããå«çèŠç¯ïŒã¢ã¯ã»ã³ãŒãïŒã®éµå®ã«åããŠããŸãããã®èŠç¯ã«ã¯ãå
šåœ¹è·å¡ãå®ãã¹ãæ§ã
ãªåºæºã詳现ã«èšèŒãããŠããŸãããŸãããã®èŠç¯ã«ã¯ãããããã€ãšã¹ã»ãã§ãã¯ããšåŒã°ãããæææ±ºå®ã®åºæºãšãªãæ çµã¿ãå«ãŸããŠããŸããåœç€Ÿã¯ã圹è·å¡ã«ããæ£ããè¡åããã客æ§ããã®ä¿¡é ŒãšäŸ¡å€ã®éžæã«è³ããã²ããŠã¯åœç€Ÿã®åœ¹è·å¡äžäººã²ãšãããå·±ã®çµç¹ã«èªããæã€ããšã«ã€ãªãããšèããŠããŸãã
åœç€Ÿã®å«çèŠç¯ãæãéèŠãªèŠçŽ ã¯ãéèåºã®ããã£ãã¥ã·ã¢ãªãŒååïŒé¡§å®¢æ¬äœã®æ¥åéå¶æ¹éïŒããšé©åãããã®ã§ãã
åœç€Ÿã®æ±ºæã¯ãã客æ§ã«ããè¯ããµãŒãã¹ãæäŸããä¿¡é Œãç²åŸããããšã«çŠç¹ã眮ãããã®ã§ããåœç€Ÿã®å«çèŠç¯ã«èšèŒãããŠããç念ãåºæºåã³ã¬ã€ãã©ã€ã³ã¯ãå
šåœ¹è·å¡ã«äžè²«ãããã®ãšãªã£ãŠããŸãã
ã客æ§ã«ãµãŒãã¹ãæäŸãããããåœç€Ÿã¯ç€Œåæ£ãããã客æ§ã®èŠç¹ãèª å®ããšéææ§ããã£ãŠã客æ§ã«æ¥ããããšã§ä¿¡é Œã®éžæã«åªãããŸãççŽãã€æç¢ºã«ã客æ§ãšææã®çéãå³ããŸããäŸ¡æ Œã®æ§ç¯ãã客æ§ãžã®äŸ¡æ Œã®æç€ºã®éã¯ããããã®äŸ¡æ Œãå
¬æ£ãã€åŠ¥åœã§ãããæ£åœãšèªããããéææ§ããããåœç€Ÿã®äŸ¡æ Œæ§ç¯ããªã·ãŒã«ç
§ããä»ã®ååã®äŸ¡æ Œãšã®äžè²«æ§ãããããšã確èªããããŸãã
åœç€Ÿã®åºæºã¯åœ¹è·å¡ã«å¯Ÿããååã®çµæã販売ãèŠçŽãã®éã«ã客æ§ã®èŠç¹ããè¡åããããšãæ±ããŠããŸããåœç€Ÿã¯ãé©åæ§ããªã·ãŒã«åããã客æ§ã®äŒæ¥èŠæš¡ãç¹æ§ã財åç¶æ³äžŠã³ã«äºæ¥ã®çš®é¡ã»ç®çã«ç
§ãããŠé©åãªååããµãŒãã¹ãæäŸããŸãã
åœç€Ÿã®èœåãæå€§éã«çºæ®ããŠã客æ§ã«ããè¯ããµãŒãã¹ãæäŸãããããå©ççžåã®ç®¡çã«é¢ããããªã·ãŒãšæç¶ããæçãªåœ¢ã§æŽåãããŸãåœç€Ÿã°ã«ãŒãã«ãããæ¥æ¬åºæã®èŠå®ã¯ãåœç€ŸããŒã ããŒãžã«æ²èŒããŠããŸãã
ã客æ§ã«ããè¯ããµãŒãã¹ãæäŸããããã«ã¯ãå
±æããã䟡å€èгã®ããšã«æ¥åã«åãçµãåŸæ¥å¡ãå¿
èŠã§ããåœç€Ÿã®å«çèŠç¯ã«èšèŒããããã€ã³ãã£ããžã¥ã¢ã«ã»ã¢ã«ãŠã³ã¿ããªãã£ã»ã¬ãžãŒã ïŒIARïŒãã«ã¯ã顧客æ¬äœã®éå¶ãšããç®æšãéæããããã圹è·å¡äžäººã²ãšããããããã®åœ¹å²ãæãã責任ãè² ãããšãæèšãããŠããŸãããŸããåœç€Ÿã®ãã¹ããŒã¯ã»ã¢ãããã¯ãåœç€Ÿã®ç®çã»ããžã§ã³ã»çå¿µã«æ²¿ããªãè¡åã«é¢ããæžå¿µã圹è·å¡ãç§å¯è£ã«å ±åã§ããå
éšéå ±å¶åºŠã§ãã
ããããŠãšã¹ãããŒã±ãã蚌åžäŒç€Ÿã¯ãå
šãŠã®è¡åã«ãããŠæãé«ãäŒæ¥çµ±æ²»ãèª å®ããšããæèã®åºæºããã£ãŠåãçµãã§ããŸããåœç€Ÿã¯ãå¹
åºãäŒæ¥çµ±æ²»äžŠã³ã«ç®¡çã«é¢ããæ çµã¿ãæŽåããŠããããã®äŸãåœç€Ÿã®å«çèŠç¯ã«æ²èŒãããŠããŸãã
åœç€Ÿã°ã«ãŒãã®å«çèŠç¯ã¯ãããŒã ããŒãžããããŠã³ããŒããå¯èœã§ãã
https://www.natwest.com/content/dam/natwest/corporates/pdfs/our-code-external.pdf
åœç€Ÿã®åçµæ¹éã«å¯Ÿããé²æç¶æ³ã»KPI
äžèšã¢ã¯ã·ã§ã³ã»ãã©ã³ãå®è¡ããçµæãè¡åèŠç¯ã«åºã¥ãé¡§å®¢æ¬æã®ãµãŒãã¹ãã©ã®ããã«åäžããããå³ãããã«å®ãã察å¿çãšé²æç¶æ³ã»ïŒ«ïŒ°ïŒ©ã¯ä»¥äžã®éãã§ãã
å
·äœçãªå¯Ÿå¿ç: 瀟å
ã«çµå¶å§å¡äŒçãèšçœ®ããäŒåã«åŸãæ§ã
ãªåé¡ãèšè°ããŸãã
é²æç¶æ³ã»KPI: ææ¬¡ã«éå¬ãããåã³ãããã£ãŒã§ãããŸããŸãªèŠç¹ããã®å ±åãšããã«å¯Ÿãã質çå¿çãè¡ã£ãŠããŸãã
å
·äœçãªå¯Ÿå¿ç: æ°åå ååã®çµæã»éçºã«ããã£ãŠãã客æ§ã®è²¡åç¶æ³ãç®çã«é©åããããã«ãåœç€Ÿã§ã¯ã°ã«ãŒãã§å
±éãã瀟å
æ¿èªæç¶ããå®ããŸãã
é²æç¶æ³ã»KPI: åå¥ã®æ°èŠååŒãããã»ã¹ã®å€æŽçã«ã€ããŠã°ããŒãã«ãšé£æºã®äžã§æ¿èªãåŸãããã»ã¹ã«åã£ãŠå¯Ÿå¿ããããã«ããŠããŸãã
å
·äœçãªå¯Ÿå¿ç: 販売äŒç€Ÿãéããä»çµåµåžçã®è²©å£²ãããã«åœããã販売äŒç€Ÿã«ã€ããŠå®æçã«ãã¥ãŒããªãžã§ã³ã¹ãè¡ããŸãã
é²æç¶æ³ã»KPI: çŸåšãä»çµåµã®è²©å£²ãéå§ããŠããã宿œããã«åœãã£ãŠã¯å®ãããããã¥ãŒããªãžã§ã³ã¹ãè¡ã£ãŠããŸãã
å
·äœçãªå¯Ÿå¿ç: 瀟å
ç ä¿®ãè¡ããå«çèŠç¯ãåœç€Ÿã®ç念ã«ã€ããŠè·å¡ã®å
±æã®äŸ¡å€èгãéžæããŸãã
é²æç¶æ³ã»KPI: 幎1åã®å¶æ¥å¡åãã®ç ä¿®ã«å ããå«çç ä¿®ãã¯ããå¿
èŠãšæãããé
ç®ã«é¢ããŠéæç ä¿®ãè¡ã£ãŠããŸãã
å
·äœçãªå¯Ÿå¿ç: 瀟å
èŠçšã幎ïŒåèŠçŽãããŠã顧客æ¬äœã®æ¥åéå¶ããªãããŠããã®ã確èªããŸãã
é²æç¶æ³ã»KPI: 2019幎12æãŸã§ã«å
šãŠã®ç€Ÿå
èŠçšãèŠçŽãã確èªäœæ¥ã宿œããŸããã2020幎以éã¯ãåå幎1åèŠçŽãã宿œããäºå®ã§ãã
å
·äœçãªå¯Ÿå¿ç: 幎ïŒåãOur ViewãšåŒã°ããäŒç€Ÿã«é¢ããåŸæ¥å¡ã®ã¢ã³ã±ãŒã調æ»ãè¡ããå·±ã®çµç¹ã«èªããæãŠãããã«æèŠãåãå
¥ããŸãã
é²æç¶æ³ã»KPI: 宿çã«ç¶ç¶ããŠå®æœããäºå®ã§ãã
å
·äœçãªå¯Ÿå¿ç: åœå
åã³ã°ã«ãŒãå
éšã§æç¢ºãªé¡§å®¢ã®èŠæ
察å¿ã®ããã»ã¹ãæ§ç¯ããã客æ§ããã®ä¿¡é ŒãåŸãããããåªåããŸãã
é²æç¶æ³ã»KPI: åœç€Ÿã®èŠæ
åŠçèŠå®ã«åããèŠæ
ã®åæ±ãã«ããã£ãŠã¯ãåžžã«é¡§å®¢ã®ç«å Žãå°éããè¿
éãèª å®ãã€å
¬å¹³ã«ãã®è§£æ±ºãå³ã£ãŠããŸããåœç€Ÿã«å¯ãããããã®ã ãã§ãªããåœç€Ÿãšæ¥åå
容ãé¡äŒŒããä»ç€Ÿã®äºäŸãåèã«ããŠèŠæ
ã®å
容ããåŠã¶æ©äŒãæã£ãŠãããŸã