Abstract:

Banking has always been perceived as a highly hierarchical environment, composed by vertical organigrams with quite differentiated levels. It is very strange that one employee situated in the highest levels relates to a top manager, and in between there are as a mean 10 people (in a vertical structure)

Banks are main services in our societies and the services they serve are used by main part of the population.

An improvement in the relationships employees maintain in the hierarchy is key to increase the satisfaction in the service they offer. For this reason it is important to apply the relational coordination model in this environment. BBVA is increasing its investments in this particular issue. An increase in the teamwork satisfaction level is key in terms of final customer’s services, and in the final results of the Company.

Applying this model may be of interest to identify areas of improvement and innovation.

In this research the results of a survey on relational coordination done to BBVA employees’ is provided. Improvement measures are suggested.

Keywords:

Relational coordination, teamwork, quality, banking.