question three the queues were a mile long at the bank and Sipho Zulu who was on
ID: 391244 • Letter: Q
Question
question three
the queues were a mile long at the bank and Sipho Zulu who was on his 30 minute lunch break was getting extremely frustrated. he need to speak with a finance consultant about certain documentation that had to be submitted to ensure that his account would be kept open. if this issue was not resolved, his salary would not be transferred into his account and he had bills to pay. Tempers were flaring in the queue and he could hear several customers complaining about poor customer service. In fact many of them were threating to close their accounts. the bank staff did not seem to be too concerned with the situation and even the bank manager was nowhere to be seen. Sipho who had studied operations management knew that this was a capacity problem. if you were the bank manager
3.1. Indentify the factors that determine effective capacity in a bank
3.2. Develop an action plan on how you would resolve this problem
Explanation / Answer
1) Capacity management is a process to analyze the resources capabilities and to check the facility for the better services delivery to the customers. The following factors can effectively determine the capacity of a bank:
1) Providing sufficient cash counters to manage the no. Of customers .
2) To handle the big amount of deposit within few minutes
3) Maximum no. Of ATMs in a particular locality.
4) To provide the value added services in low cost approach.
5) Customized services offerings.
6) To serve the customers with minimum no. Of employees .
7) Providing adequate credit facilities to the customers.
2) As several customers complaining about poor customer service of the bank. It could be resolved with following strategies:
1) Define a customer centered banking vision and mission. It will remind the bank staff to serve the customers with a proper purpose.
2) An effective complaint redressal system must be developed which aims to resolve the customers queries and problems within minutes.
3) Bank personnel should given training and development so that they can better serve the customers .
4) CRM like software's might be utilized to offer service quality in banking operations .
5) A responsiveness in banking must be initiated. It will provide customers satisfaction.
6) Banking at door steps , online banking etc. must be launched to offer customized product and services to the customers.
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