International Process and Performance Institute

KasikornBank (KBank) of Bangkok, Thailand was the host to the largest CPP course ever held, with 30 delegates in attendance the first week of August.  It was my pleasure to be a guest at the amazing KasikornBank Learning Center and to lead this group through the foundations of Customer Expectation Management (CEM).  The facility is more like a resort than a training center.  The staff there made my stay extremely comfortable and the cafeteria was like dining at a 5-star restaurant three times a day.

I was also blessed with an extremely capable group of delegates.  If not for their ability to quickly grasp and apply the material in the case studies, it could have been a nightmare with so many.  Another surprising attribute about this group was the fact that they seemed to get along better than any group of people who work together regularly that I’ve ever witnessed.  Normally there are a few who don’t get along, but not in this group.  They all worked fabulously together no matter how many times I mixed up the teams.  Also in attendance were two fantastic facilitators to assist me and the First Vice President over the Process Development Department, Ms. Soopanit Rojanasaranrom, to keep things running smoothly.

One of the other bonuses of working with this group was the ability to visit with the attendees at meals and breaks about their Excellence program, which has been in place since 1993.  I was impressed with how mature their program is and what they have done with it.  It was obvious to me that “Excellence” is not just a slogan at KBank.  They mean it, do it and live it!

Congratulations and thanks to the amazing people in the Process Development Department at KBank!  You guys are AWESOME!