Members of the Personal Financial Services Division TD team marketing research, prepare their presentation to a group of senior bank vice presidents. They worked for three years in development and testing of an index of customer service, the first tangible bank instruments to assess quality of care. Now they had to get a senior vice president for the successful implementation and use of this tool. How could they convince the audience to accept and promote this new method of measuring service? Case, you should add the event with the same name, 9A93D010 case, set one year later. "Hide
by John S. Haywood-Farmer, Nancy Roberts Source: Richard Ivey School of Business Foundation 15 pages. Publication Date: August 19, 1993. Prod. #: 993D09-PDF-ENG
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