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Leading Indian Bank Transformation Project
Mission : Zero Unhappiness
Mission All complaints to be resolved with root fix Complaints Get it right first time.  Call up a customer if error is noticed  Transactions  Ensure First Contact Resolution  Contacts Close SR Within TAT  Good Closure Quality Service Requests Root Cause Analysis & Review Reduce Service Failure Flow Delivery Failure
Zero Unhappiness-Strategic Intent ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Transformation - Scope of Project Customers ,[object Object],Channels Call Center Branches Account Manager Email  ATM Empowering  & Strengthening Channels Chequebook not  Received EMI Not Banked Cheque deposited  Not Credited NOC Matured Central &  Regional  Operation Teams RAOG  CPC RPC RAPG   Service Failure Credit  Card not received Backend: RCA Led Process Improvements &  Management Control  Enablers: IT Projects Enabling IT Projects  & De-bottlenecking
Transformation : Results
Results- Service Failure Reduction
Results- Cost Saving Through Failure Reduction
Results- Deposits Service Failures
Results- Credit Card Service Failures
Results - Home Loan  Service Failures
Results- Consumer Loan Service Failures
Results - Service Failures as % of Transactions
Results – Quality of Request Handling
Results-Customer Feedback Scores
Results:Written Complaints to Bank
SWIFT – in Full Flight Cumulative number of new joinees % of new joinees trained Back
Service Pyramid- Deposits Customer Base Transactions Service Failures Service Requests Contacts Complaints April 2004 143 23,806 127,314 8,517,004 33,570,703 6,323,798 Mar 2005 109 9,339 141,102 10,475,085 29,023,306 7,548,780 Up/ Drop 24% DROP 61% DROP 11% UP 26% UP 13% DROP 19% UP
Service Pyramid- Credit Card Customer Base Transactions Service Failures Service Requests Contacts Complaints April 2004 4,987 29,730 54,455 614,985 6,626,758 2,151,982 Mar 2005 2,704 10,368 104,346 905,739 9,297,300 3,079,637 Up/ Drop 46% DROP 65% DROP 92% UP 47% UP 40% UP 43% UP
Service Pyramid-Consumer Loans Customer Base Transactions Service Failure Service Requests Contacts Complaints April 2004 180 6,744 50,488 106,881 1,690,064 1,277,860 Mar 2005 32 1,479 38,969 201,703 2,074,022 2,026,242 Up/ Drop 82% DROP 78 % DROP 23% DROP 89% UP 23%UP 59% UP
Service Pyramid-Home Loans Customer Base Transactions Service Failure Service Requests Contacts Complaints April 2004 28 10,019 22,421 56,970 1,338,367 505,000 Mar 2005 15 1,772 33,378 160,008 1,072,098 623,417 Up/ Drop 46% DROP 82%DROP 49% UP 181% UP 20% DROP 23% UP
Transformation Methodology
Transformation Process Root Cause Analysis & Improvement Plan  Fulfilling  Wish List & Challenging Possibilities Budgeting & Stretch  Targets Strengthening & Empowering  Front  End  Continuous Review & Management Control Systems
Transformation Control System  Budget for Key Metrics for Mar 05 Daily Measurement of Metrics:Alarm Express Daily Review & Course Correction  Weekly comparison of Budget vs. Actual  Root Cause Analysis Fortnightly Review Zero Unhappiness Scorecard &  RCA Improvement Implementation Plan  Senior  Management Junior & Middle Management Planning Control Analysis & Review Focus on Short Interval Measurement, Analysis &Review
Dashboard: Daily Alarm Express ,[object Object],[object Object]
Transformation Measurement : Zero Unhappiness Scorecard-Sample  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Transformation : Product Wise Cases Root Cause Analysis & Improvement Plan  Fulfilling  Wish List & Challenging Possibilities Budgeting & Stretch  Targets Strengthening & Empowering  Front  End  Continuous Review & Management Control Systems Deposits- Central Ops RCA Credit Card Ops RCA Asset Loans Ops RCA Deposits Branches Initiatives Phone Banking  Initiatives
Caselet Deposits: Deliverables Not Received
Deposits : Deliverables Not Received Apart from wrong creation, dispatch/delivery related issues needed focus  Back
Deposits : Deliverables Not Received ,[object Object],[object Object],[object Object],[object Object],Data :Nov04-Feb 05 Back
Deposits : Deliverables Not Received ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Deposits : Deliverables Not Received Back
Caselet Deposits: Cheque Deposited Not Credited
Deposits: Cheque Deposited Not Credited ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Deposits: Cheque Deposited Not Credited Back
Caselet  Credit Card: Card Not Received
Credit Card:Card Not Received ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Credit Card:Card Not Received Back
Caselet  Credit Card: Cheque/Cash Not Credited
Credit  Card: Cheque/Cash Deposited Not Credited ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Credit  Card: Cheque/Cash Deposited Not Service Credited Back
Asset Loans Caselets
Asset Loans:Refunds ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Asset Loans- EMI Banking  ,[object Object],[object Object],[object Object],[object Object],[object Object],Back
Asset Loans – NOCs for Matured loans ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Phone Banking Caselets
Phone Banking Initiatives-Quality  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Phone Banking Initiatives-Quality Back
Phone Banking Initiatives-IVR Usage ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Phone Banking Initiatives- IVR Usage Back
Branch Banking Caselets
Branches Initiatives : Service Failures/Cust IDs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Branches Initiatives :Service Failures/ Customer IDs Back 1.3 .07
Branch Initiatives :Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Back
Branch Initiatives- Quality Back
Thank You

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Case Study of Service Transformation : Leading Indian Bank