US Bank 2003 Annual Report Download - page 9

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WE ARE FOCUSED
ON DELIVERING THE
HIGHEST-QUALITY SERVICE
Gilbert de Cardenas
President
Cacique, Inc.
Los Angeles, CA
is as strong
extremely important
as our own and is
to quality service
clear commitment
U.S. Bank’s
to our company.
Cacique®is the #1 selling brand of
Hispanic-style cheeses and creams
in the world. For over three decades,
the family owned and operated
company has produced authentic
cheeses, creams and chorizos,
growing from a small, abandoned
facility to one of the world’s most
sophisticated cheese manufacturing
facilities. Cacique is committed to
quality, heritage and tradition,
sharing this legacy with the
community through a long history
of philanthropy, including Fighting
Diabetes Together, a recent
collaboration with City of Hope®.
U.S. Bank Commercial Banking
partners with Cacique to provide
flexible, competitive products to
meet the financial needs of this
unique company.
shareholder value. It is an environment where employees take ownership of their
business, where they are held accountable for the company’s success and where they
are compensated for measurable performance results.
Service is foundation of success. U.S. Bank employees are recognized
and rewarded for their outstanding service. Our Pay for Performance compensation
program rewards employees financially and personally for their achievements in
meeting service and sales goals and for their contributions to company earnings.
Customized line of business incentive programs drive employees to generate
revenue while fulfilling customers’ needs. Each quarter, 20 selected employees
who exemplify our high service standards are inducted into the prestigious
Circle of Service Excellence.
The Service Advantage puts customers at center of everything
we do. To deepen our commitment to superior service, in 2003, we launched
The Service Advantage, an innovative internal initiative designed to increase customer
access and convenience; simplify customer issue solutions; make quality service central
to hiring, orientation and training; and improve the common customer experience.
Our Service Council is the driving force behind The Service Advantage; it is comprised
of senior managers from every line of business who identify areas of improvement,
analyze customer satisfaction measurements and implement resolutions that create
greater customer satisfaction and loyalty. We are enhancing existing and creating new
internal service techniques and processes, as well, so that our frontline employees have
the tools and support they need to better meet customer expectations. By the end of
first quarter 2004, every U.S. Bank employee will have received personalized training
on the core principles of The Service Advantage.