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According to Westpac annual report (2010) Westpacǯs major goals is to improve
their distribution and customer offerings. Which means it puts their customers
in the centre of everything it does, engaging customers throughits known brands
and focusing on the key elements of customers advocacy. These goals are
assessed by (Westpac, 2010):


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ë putting the customer at the centre of everything it does;
ë establishing and driving high performing and locally empowered
businesses very close to the communities they serve;
ë developing and implementing compelling customer segment strategies,
bringing banking and wealth management together for the customer; and
ë strengthening the skills and depth of its people.

 
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ë by having processes and solutions designed from the customerǯs
perspective;
ë through a focus on convenience, simplicity and flexibility; and
ë by achieving integration across all channels.

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ë having a clear, shared vision of success across the Group;
ë offering an even greater choice to customers; and

ë continuing to invest in and support the individual brands across The
Westpac Group.

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ë through appropriate recruitment and induction processes;
ë with a continuing focus on training and coaching; and
ë by having a flexible and diverse workforce.

 

 

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ë transform service delivery, redesign processes end-to-end from a customer
perspective; strengthen technology capabilities to increase the reliability
and consistency of service;
ë focus on driving productivity and eliminating duplication to provide
headroom for additional investment; and
ë launch a multi-year technology transformation program to renew our
overall technology base.

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ë by ensuring that each decision it makes is consistent with its customer-
focused strategy, and by continuing to actively support the communities
in which it operates;
ë through further embedding sustainability concepts in all elements of its
businesses;
ë through ongoing joint endeavours with its not-for-profit partners; and
ë by continuing to develop strong risk management capabilities as a
competitive advantage.