Amex Canada Inc. and Amex Bank of Canada are strong advocates for the Total Quality Management approach to organizational management.

A past winner, in 1998, of the Canada Award for Excellence presented by the National Quality Institute (NQI), American Express has been recognized as a leader in establishing and maintaining a strong focus on Quality and on the needs of its customers.

• The development of customer satisfaction goals throughout the organization
• Its numerous mechanisms for handling customer inquiries, providing assistance and dealing with complaints
• The establishment of internal service level agreements setting rigorous standards for business processes
• Extensive measurement and tracing of customer satisfaction data and understanding of customer needs
• A systematic approach to process and quality improvement

Since winning the award, American Express has become a prominent corporate member of the National Quality Institute. In 1999, Amex Canada’s President, Alan Stark, was named Chairman of the Institute and has spoken at countless business and professional forums on the role that the NQI plays and the positive impact that Quality has had on American Express.

Additionally, the company has sponsored various NQI events and activities, including a study on the role of leadership for Quality among over 200 Canadian CEO’s.

The NQI is an independent not-for-profit organization established in 1992 to promote quality principles and practices in the workplace and recognizes outstanding achievement in management effectiveness through the annual Canada Awards for Excellence. Other award winning companies include IBM Customer Services, Bombardier Industrial Division, General Motors and Telus Operator Services.