Memo to Revise

The Writing of Business

Memo to Revise

Interoffice Memorandum
Constancy National Bank

Date: July 19, 1998
To: All Staff
From: R. L. Rodriguez/ J. P. Andrews
Division: Executive

Extension: 7-5876/7-5993

Regarding: Organizational Changes
Providing customers with exceptional service is a hallmark of Constancy National Bank, and the element of our business which sets us apart from our competitors. Customer satisfaction and loyalty stem from superior execution of both routine and special banking transactions, and are reinforced by our ability to resolve customer questions and problems when they arise. While we want to continue the Constancy National standard of customer service being everyone's job, we believe certain organizational changes will enhance our ability to deliver friendly, competent, and expeditious customer service.
Effective immediately, Heather McKenzie, currently President of the Lamont Division, will head up a newly constituted Customer Service & Service Delivery Organization reporting to Dick Ferguson. Reporting to Heather will be the following functions:
Product Services headed by Roberta Walker. Product Services encompasses the Customer Information Center, the Customer Service unit of Deposit Services, Technical Support for commercial products sold to customers, and a Business Analysis unit.
Account Documentation Services with Michael Victor and Jan Schmidt which has responsibility for customer account documentation.
Subpoenas and Confirmations headed by Sandy Kaufman.
The Cash Management Associates currently part of Cash Management.
All Divisional Assistants currently assigned to personal, small business, and commercial banking units. Division Heads will retain responsibility for performance appraisal, merit increase recommendations, and day to day assignments of the Divisional Assistants. Heather's unit will assume responsibility (in conjunction with Human Resources) for hiring, staffing, training, and development of Divisional Assistants. Debra Mitchell will report to Heather.
Rich Weber will become President of the Lamont Division reporting to Tom Winkle.
We work extremely hard to gain new customers, and we must work equally hard to maintain the very high level of satisfaction we enjoy among our existing customer base. We believe these changes will enable us to provide an even higher standard of service and to raise the bar of competition in the St. Louis middle market.

For questions and suggestions, please e-mail us at kilbornj@stcloudstate.edu or rinkster@stcloudstate.edu.

The print version of the Instructor's Manual for The Writing of Business
was written by Robert P. Inkster and Judith M. Kilborn for Allyn and Bacon.
This web version of the manual was coded by Judith M. Kilborn.

	*Interoffice Memorandum* Constancy National Bank
Date:	July 19, 1998
To:	All Staff
From:	R. L. Rodriguez/ J. P. Andrews
Division:	Executive
Extension:	7-5876/7-5993
Regarding:	Organizational Changes
	Providing customers with exceptional service is a hallmark of Constancy National Bank, and the element of our business which sets us apart from our competitors. Customer satisfaction and loyalty stem from superior execution of both routine and special banking transactions, and are reinforced by our ability to resolve customer questions and problems when they arise. While we want to continue the Constancy National standard of customer service being everyone's job, we believe certain organizational changes will enhance our ability to deliver friendly, competent, and expeditious customer service. Effective immediately, Heather McKenzie, currently President of the Lamont Division, will head up a newly constituted Customer Service & Service Delivery Organization reporting to Dick Ferguson. Reporting to Heather will be the following functions: Product Services headed by Roberta Walker. Product Services encompasses the Customer Information Center, the Customer Service unit of Deposit Services, Technical Support for commercial products sold to customers, and a Business Analysis unit. Account Documentation Services with Michael Victor and Jan Schmidt which has responsibility for customer account documentation. Subpoenas and Confirmations headed by Sandy Kaufman. The Cash Management Associates currently part of Cash Management. All Divisional Assistants currently assigned to personal, small business, and commercial banking units. Division Heads will retain responsibility for performance appraisal, merit increase recommendations, and day to day assignments of the Divisional Assistants. Heather's unit will assume responsibility (in conjunction with Human Resources) for hiring, staffing, training, and development of Divisional Assistants. Debra Mitchell will report to Heather. Rich Weber will become President of the Lamont Division reporting to Tom Winkle. We work extremely hard to gain new customers, and we must work equally hard to maintain the very high level of satisfaction we enjoy among our existing customer base. We believe these changes will enable us to provide an even higher standard of service and to raise the bar of competition in the St. Louis middle market.