Citibank becomes first in Asia to gain CMSAS 86


12 November 2004

Setting a new quality benchmark and leading its industry through its early adoption of a systematic approach to complaints management

Hong Kong, 12th November 2004  -- Leading global developer of standards and provider of international certification and assessment services, BSI Management Systems, announces today it has awarded the Citibank N.A. Global Consumer Group the first CMSAS 86:2000 certification in Asia. The award ceremony was held at the Citibank Hong Kong Head Office in the presence of its top management and Corporate Quality Department staff.

Mr. Atul Malik, Country Business Manager of Citibank Global Consumer Group said, “Citibank is honoured to be the first company in Asia awarded this certification. To Citibank, customer feedback is very important as it provides invaluable insights and opportunities for us to improve our service delivery back to our customers. This certification is testimony to the fact that Citibank is very committed at all levels to provide best in class banking services to our customers.”

Betty Tsoi, Director of Corporate Quality, Citibank Global Consumer Group also commented, ”It is very encouraging that our focused efforts in handling customers’ feedback are recognized through the certification to the CMSAS 86:2000 standards. This achievement wouldn’t have been possible without the collective and consistent efforts of our professional staff, each of whom have demonstrated our continual quest for enhancement of our customers’ satisfaction. We’re proud to have such a culture for excellence throughout the organization.” 

BSI’s Duncan Lilley congratulated Citibank on its certification. “We welcome Citibank as a valued long-term partner and join hands with them to “shape the future”. We are aware of the significance of Citibank’s award in that it has set a new milestone for our Asian finance sector. I will have no doubt that this kind of leadership and customer-centricity resulting in the early adoption of systematic Complaints Management Scheme will disseminate across all other industries. This prediction has been substantiated by BSI’s long list of applications for registration to CMSAS 86:2000.”

“Through embarking upon the certification process, Citibank has not only demonstrated its commitment to providing quality client services, it also provided irrevocable evidence that it is a forward looking enterprise determined to improve performance continuously. I have been impressed by Citibank’s effort in upgrading the quality of its internal staff and the active participation and direction from its top management throughout the process.”  Lilley added.

About BSI Group:
BSI is the first national standards body in the world. It provides registrations worldwide on quality, environment, health and safety, IT service, telecommunication and food safety etc. ISO 9000 was based on BS 5750 and it is now the world’s most widely adopted standard, endorsed by over 500,000 organizations. More than 112 of the top Global 500 companies have chosen BSI as their preferred ISO 9000 registrar.

About Citigroup:
Citigroup (NYSE: C), the pre-eminent global financial services company has some 200 million customer accounts and does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, insurance, securities brokerage, and asset management.  Major brand names under Citigroup's trademark red umbrella include Citibank, CitiFinancial, Primerica, Smith Barney, Banamex, and Travelers Life and Annuity.

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About BSI Management Systems:
BSI Management Systems, a provider of Certification and Assessment Services, is headquartered in the UK. BSI Inc, based in Reston, Virginia, is the largest company providing management systems certification in North America.  BSI Management Systems also has regional headquarters in Hong Kong to service the network of offices in Asia. With branches in Hong Kong, Beijing, Shanghai, Shenzhen, Chongqing, Guangzhou, Xiamen, and Nanjing, BSI has over 3000 clients in the Greater China region. Major clients include Citibank, China Merchants’ Bank, COSCO Group, Air China, China Eastern Airline Co. Ltd., and Baosteel Group Corp.