This
paper is about Countrywide's ability to deliver customer
value in the form of excellent customer service. The paper begins with a look at the division of
Loan Administration
Servicing, the arm of the company that handles customer service and, more specifically, the Department of Communications Compliance. The paper then explores many facets of how Countrywide delivers customer value not only is its
services, but also in its policies,
procedures, and actions, as these items are what make service possible. The paper also examines the organization's mission, goals, and objectives. In doing this, the paper looks at marketplace and
strategy, operating practices, marketing approach, brand identity, informational infrastructure and technology, quality assurance procedures, customer relationship management, Countrywide's Global presence, and customer care programs. Finally, throughout the paper, strategy is discussed as it pertains to loan servicing and Countrywide's joint ventures.