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TRASPARENZA DELLE OPERAZIONI E DEI SERVIZI BANCARI E FINANZIARI

Ho davanti agli occhi il documento pubblicato due o tre giorni fa dalla Banca d’Italia, che sarà operativo a partire dal primo Gennaio 2010 per tutte le banche italiane.

Trattasi di un documento molto analitico e articolato in ben 42 pagine. In esso si spiega dettagliatamente come le banche dovranno comportarsi per garantire la correttezza delle relazioni tra intermediari e clienti.

Ne ho scorso con attenzione le varie parti. Più che di un documento si tratta di un evento epocale, che dovrebbe segnare l’avvento di una nuova era. Un passo avanti nelle civilisation dei rapporti con la clientela.

Un’istituzione così importante come il sistema bancario italiano si dà finalmente una nuova impostazione nel gestire le relazioni con la clientela. Mitico!

Malgrado l’atteggiamento positivo nei confronti di questo documento, l’impressione che ne ho tratto è che sia  senza Visione, senza filosofia di fondo. Un documento vecchio.

Vorrei spiegare le ragioni di queste mie impressioni.  Cercherò di essere più obiettivo possibile.

Il documento è vecchio (non obsoleto) in quanto usa definizioni superate da oltre quattro cinque anni. Ad esempio, tra le varie definizioni compare la definizione di “annuncio pubblicitario”. E’ da quel dì che non si parla più di annunci pubblicitari, bensì di Comunicazione. L’annuncio pubblicitario è uno dei modi per comunicare. Non credo che l’estensore del documento abbia voluto esplicitamente limitarsi  alla definizione di “annuncio pubblicitario”. Se così fosse, dove sono le definizioni di tutti i documenti informativi titpici delle banche?

Ma l’aspetto più grave è che non  è stata fornita alcuna filosofia di fondo. Ad esempio, non è stata fornita alcuna definizione di Comunicazione. A maggiore ragione è un documento nato vecchio.

Sin qui gli aspetti concettuali. Ciò che impressiona è che il documento non fornisce alcuna indicazione su come far sì che le migliaia di impiegati e direttori che dovranno applicare le disposizioni indicate nel documento.

Conoscendo l’inerzia del mondo bancario viene da pensare, con po’ di malizia, che questo documento sia stato redatto per non applicarlo mai.

Non si parla di gestione delle relazioni, non si parla di allineamento o di condivisione da parte di tutti i dipendenti bancari. Manca ogni senso di cogenza.

In definitiva, preferisco pensare che si tratti di un documento propedeutico, come se fosse un sillabario con l’A,B,C dei comportamenti da seguire nella gestione dei rapporti con la clientela.

Nella migliore delle ipotesi si può sperare che sia seguito da un altro documento più proattivo e più attuale.

Un piccolo augurio:  speriamo che questo stesso documento non venga esposto nelle filiali, come Patti Chiari e brochure varie. Potrebbe correre il rischio di far sorridere chi, per avventura, lo leggesse.

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