Establishing a Quality Delivery Service Model at Canada's TD

How can you engineer a shift to get people to start thinking about the bigger - end to end - process? In this PEX Network video interview, Leslie Behnke, VP Process Improvement and Service Quality at TD, talks about the journey to end to end thinking at the banking group, explains how she has implemented a Quality Delivery Model focusing on speed, accuracy, cost and risk avoidance and talks about the cultural shift required.

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