1. W e l l s F a r g o
Wells Fargo Employee Withdrawal
Process for Account Holder
Courtney Wingo, Sabrina Hill, Jenny Jung, Valeria Espinosa
Fall
16

2. Wells Fargo Work System
Min Jung, Courtney Wingo, Sabrina Hill, Valeria Espinosa
April 22, 2015
I. Executive Summary
The Wells Fargo withdrawal system was created to accommodate a large amount of
customers and make all of financial processes easier for both the associates (tellers) and
customers. Unfortunately, the Wells Fargo Withdrawal process includes protocol that is
not as efficient as it should be. The current work system requires that the teller give the
withdrawal slip to the bank account holder and requires the use of a mouse, which slows
down the withdrawal process. The process of using a mouse creates unnecessary manual
work and confirmations that are not necessary to completing the goal of the work system.
For a bank account holder to withdraw funds from inside of the bank, he/she must
retrieve the withdr form from the teller. He/she must then go through a series of checks to
ensure their identity, and the (FICUT) system is used to request, review and approve the
bank account holder’s transaction. Management approval is required for transactions that
request a withdrawal for over $5,000.00. The funds are dispersed by the teller after
confirmations are approved and the transaction is deemed complete. This process
includes a sub-process entitled “Identification Verification” that confirms that the bank
account holder has an account with Wells Fargo.
The objective of the withdrawal process is to allow the bank account holder to receive
money from their checking or savings account proficiently and precisely, all while
keeping the account holder’s information safe.
The process that will be implemented (“to-be model”) will make use of a new system
called Store Vision Portal (SVP) that utilizes a keypad-only system. The keypad system
will use a series of reference codes that eliminate excessive manual work. Eliminating the
step that requires the teller to distribute withdrawal forms to the bank account holder also
speeds up the process.
II. Background
Wells Fargo has been providing banking services to America since the late 1800’s. As the
business grew Wells Fargo had to accommodate customers information and processes
they were required to perform for their business. FICUT is the database system that has
helped Wells Fargo get where they are at today, and they have made significant progress
with the exception of being able to sufficiently train their employees. While FICUT has
been able to help the business excel, the database is very hard to understand and requires
unnecessary manual work therefore hindering the work flow of the business.The work
system that will be modeled will focus on the efficiency of a teller processing a
transaction and the satisfaction of a customer.

3. III. System and Problem/ Opportunity
As of right now Wells Fargo is using FICUT, a database system that allows employees to
conduct transactions with account holders. Wells Fargo has used this system for many
years, but over the years Wells Fargo has experienced small but major issues due to a rise
in population density at The Mall of Georgia’s Wells Fargo; the manual labor required
during each transactions, and employees lack of understanding while using FICUT. Due
to these significant problems, the business has been lacking customer satisfaction and
employee satisfaction.
IV. Analysis and Possibilities
In hopes of increasing customer and employee satisfaction, Wells Fargo has decided to
switch the database system they use in hopes of eradicating all the current problems they
are having, as well as having extensive trainings with their employees to help there
understanding of the new database system.
1. Wells Fargo needs more automated solution by switching to a new database system
called Store Vision Portal (SVP) from their old database system, FICUT. This will
automatically automate withdrawing process which decreases manual work because SVP
will automatically automate solutions.
2. Manager must recreate a training session that is interactive and extensive, allowing
employees to ask questions about SVP and voice their concerns concerning the new
database system.
Metric Current value Realistic desired value
Total output 1000 customers per week 1500 customers per week
Average time to resolve
customer transaction
5 minutes 2 minutes
Error rate in calculations 5% 0%
Employee satisfaction 70% 100%
Customer satisfaction 6.0 out of 10.0 on a
monthly survey
10.0 out of 10.0 on a
monthly survey
V. Recommendation and Justification
Some recommended changes that we would enforce would be the implementation of SVP
database system. The enforcement of this SVP system would allow employees to utilize a

4. easy coding system, and the use of a pin pad. Another recommendation would be to
enforce extensive training that will teach employees how to effectively use the SVP
database system. This will ensure that the employees feel comfortable with the system
and will reduce any transaction errors. Last but not least we would recommend extra
processes that aren’t directly related to the transaction process be taken out such as the
bank account holder consulting the bank teller and the teller giving the account holder a
withdrawal slip. These were extra measures that were not enhancing the withdrawal
process nor enhancing security purposes; therefore by excising these processes we will
accelerate the withdrawal process with for our customers.
Appendix 1. Initial summary of the existing work systemand the problem or
opportunity
1a. Name the work system: Wells Fargo’s Teller Cash Withdrawal Process for an
Account Holder
1b. In one or two sentences, explain the main problems or opportunities that your
analysis of the work systemwill focus on.
The current work system allows for use of the mouse, which slows down processing for
the teller to complete the withdraw task for the customer. The inefficiency reduces the
amount of customers you can see in a 5-10 minute cycle time, and creates excessive
manual work that could be eliminated via a coding system.
1c. Verify that the work systemis not just technology or software.
Yes, performing the withdrawal process for Wells Fargo is a work system, not just
technology.
1d. Verify that this work systemis worth analyzing by describing the size, cost,
and/or importance of the work systemin terms of factors such as the number of
hours per month devoted to it by people in specific job roles.
SVP, the new system, requires that new employees be paid for their travel time to learn
the new process, while current employees are able to train individually via instructional
videos. Cost will dramatically decrease with the implementation of SVP. The old system
requires the purchase of a computer mouse for each teller station in every location around
the world, including repairs.
1e. Identify any constraints related to the work systemthat are important in this
analysis.
We have to have at least 4 tellers working at a time, but no less. This is contingent upon
the bank traffic. Training for this would require that all tellers become comfortable the
new coding system. The company would have to spend money on relatively new software
that accommodates this coding system.
1f. Identify the current value and realistic desired value of key metrics for the work
systemand whatever it produces for its customers. (At least one of the metrics
should involve some aspect of cost.)

5. One teller can spend approximately 12-15 minutes with a customer completing the
withdrawal process. This time is dependant upon the amount of money the customer is
withdrawing. The process requires that 7 tellers work 7 hours a day processing
transactions, and with the new system this can be cut to 6 tellers.
Appendix 2. Work systemsnapshot summarizing the current
(“as is”) work system
Work System Name: Wells Fargo Employee Withdrawal Process for Account Holder
Customers Products & Services
 Bank Account Holder  Withdrawal documents/slip
 Withdrawal transaction
 Account balance notification
Major Processes and Activities
 Bank account holder consult bank teller of possible withdrawal process.
 A teller gives withdrawal slip to the bank account holder
 A teller helps bank account holder complete a withdrawal application, if needed
 If bank account holder doesn't have his/her debit card to verify their account, a
teller asks him/her for identification card, such as driver license.
 The Bank account holder enters the pin number for verification of identification
 A teller informs FICUT (database system) of transaction and confirms the
transaction.
 If greater than $5000.00, the teller present the withdrawal write-up to the
manager.
 Manager reviews and approves bank account holder withdraw forms from FICUT
 A teller cashes out the amount once the manager has approved the withdrawal
form through FICUT.
 A teller asks bank account holder if he/she wants the receipt by paper, email, or
text message.
 Bank account holder confirms the form of receipt
 A teller confirms the amount of withdrawal and the bank account holder confirms
the amount again.
 A teller asks the bank account holder how he/she would like his/her bills.
 Bank account holder takes the money and leaves the building.
Participants Information Technologies
 Bank Account
Holder
 Applicant’s
financial
 Spreadsheet for
consolidating information

6.  Teller
 Manager
 FICUT
statements
 Withdraw
application
 Withdraw
documents
 Teller’s
confirmation
 Withdraw evaluation
model
 Intranet
 Telephones
 Text message/email
 FICUT
Appendix 3. Summarize problems, opportunities, and issues in the current (“as is”)
work system
 The FICUT system adds an unnecessary step to the beginning of the process.
When compared to other bank processes, the teller is required to be available to
allow the withdrawal process to begin by distributing the “withdrawal request
form” to the bank account holder.
 The FICUT system is complicated for tellers, and requires more training to use
the system.
 The FICUT system requires more funding to support the upkeep and purchases of
mice for the computer systems.
Problems, issues, and opportunities by step
Step (from Major Processes
and Activities)
Problems, Opportunities, or Issues
A teller gives withdrawal slip
to the bank account holder
(BAH).
 The bank account holder should not have to
obtain the slip from the teller to begin the
withdrawal process.
 This process could be eliminated by using a
touch pad that has already been included in the
transaction system.
A teller informs FICUT
(database system) of
transaction and confirms the
transaction.
 The system currently uses the mouse to navigate
the database system and if the teller is not
comfortable with using it, this will slow down
their process.
 A pin pad or coding system can be used in this
place to simplify the command systems of
FICUT.
If greater than $5000.00, the
teller present the withdrawal
write-up to the manager.
 Again, the write up does not have to be via
paper, and instead the bank could use the touch
pad system.

7. Problems, issues, and opportunities for work systemelements
Customers: Who are the primary customers and what are their concerns related to the
work system?
 The primary customer in this works system model is the bank account holder. The
concerns involved in going though the process of making a withdraw is the
efficiency and time that will take to complete a transaction.
Products and services. How well do the work system’s products and services satisfy
customer wants and needs?
 The work system allows the bank account holder to remove money from their
Wells Fargo account, giving an alternative option for those who do not wish to
use their debit cards for transactions.
 The process also gives the bank account holder an account balance, and this can
be particularly important for those who would not like to gain additional overdraft
fees for attempting to withdraw an amount exceeding their limitations.
Processes and activities. How well do the processes and activities achieve operational
performance goals? (It is unnecessary to repeat information in the above table.)
 The processes involved between the teller and the bank account holder are very
consistent due to the new system involved in our work system. It allows for
proper security measures with the use of identification and proper approval from a
higher authority. This process also accounts for the use of a system that accounts
for the history of many transactions and not to mention once again this piece of
technology making every step that much more efficient.
Participants.
 The tellers should not have to go through an additional training session to learn
the FICUT system. Many of these tellers can be inexperienced in using a banking
system, and an alternative coding system could potentially cut down on the
amount of errors created.
 Bank Account Holder could put their account information at risk or risk not being
allowed to withdraw money if they lose their debit card and identification card.
 The FICUT system required clicks and a mouse to complete the screen
commands, and this to adds to the training that tellers must complete to
understand the system.
Information.
 Information used in this system is not compromised.
Technology.
 (Reference ‘Participants’ section above)
Environment.
 Wells Fargo is in perfect competition with Bank of America, First Union, and
BB&T near Mall of Georgia. Their competitors acquire more business because
they have better transaction processes, including simplifying their withdrawal
process.
Strategy. How appropriate is the work system’s strategy, especially in relation to the
strategy of the organization or enterprise?
 The work system does not have a clear strategy, and Wells Fargo does not have an
understanding of their strategy either. Wait times for the withdrawal process have

8. increased steadily over time, especially with the use of new technology within this
competitive. A better strategy would’ve suggested that the bank have a better
customer service process in relation to competition.
Appendix 4. Summary of the recommendations and their likely impacts
“To be”
Name of Work System: Wells Fargo Employee Withdrawal Process for Account
Holder
Customers Products & Services
 Bank account holder  Application
 Withdrawal documents
 Withdrawal amount
Major Processes and Activities
 Bank account holder obtains and fills out withdrawal slip.
 If bank account holder doesn't have his/her debit card to verify their account, a
teller asks him/her for identification card, such as driver license.
 The Bank account holder enters the pin number for verification of identification
 A teller informs SVP (database system) of transaction and confirms the
transaction.
 If greater than $5000.00, the teller present the withdrawal write-up to the
manager.
 Manager reviews and approves bank account holder withdrawal forms from SVP
 A teller cashes out the amount once the manager has approved the withdrawal
form through SVP.
 Teller gives bank account holder their money after cashout.
 A teller asks bank account holder if he/she wants the receipt by paper, email, or
text message.
 Bank account holder confirms the form of receipt.
 Teller gives/sends bank account holder receipt of transaction.
 Bank account holder takes the money and leaves the building.
Participants Information Technologies
 Withdraw applicant
 Teller
 Manager
 SVP
 Withdraw
application
 Withdraw write-
up
 Explanation of
decision
 Withdraw
documents
 Intranet
 Telephones
 Keyboard
 SVP system

9. Deposit and end
transaction
Teller’s
confirmation
Likely impact of recommendations for the work systemas a whole
Recommended changes for
the work system as a whole
or for a large part of the
work system
Likely performance impact for each of those changes
Elimination of step “Bank
account holder consults
bank teller of possible
withdrawal process”
 The bank account holder should not have to consult
the teller before completing the withdrawal slip
because this minimizes efficiency. This is an
unnecessary step that slows down the process and
serves no purpose.
Elimination of step “A
teller gives withdrawal slip
to bank account holder”
 This step is a reiteration of the bank account holder
consulting the teller to begin their withdrawal
process. The bank account holder should be able to
pre-complete this form out, either in a separate
location or away from the teller station, in order to
speed up this process.
Addition of the SVP
database to replace FICUT
system
 The SVP database eliminates the use of a mouse,
which cuts down on costs for the organization.
 The SVP database is more user-friendly because it
uses a coding system instead of a mice AND
keyboard.

10. Subprocess:
Em ployee W ithdraw processforaccountholder:Jenny,
Sabrina,Valeria,CourtneyWellsFargoEmployeewithdrawalprocessforaccountholder
Teller
Teller
Tellerreceives
thewithdraw
slip
No
Bankaccount
holderentersthe
pinnumberfor
verification
Accountverified Tellerinforms
SVP
Tellerchecksthe
amount
Tellercashes
outmoney
Tellerpresents
withdrawalwrite-up
tomanager
Bankaccount
holderdoesnot
havehis/her
debitcard
Tellergives
bankaccount
holdermoney
Tellerasksthebank
accountholderif
he/shewantsthe
receipt
Tellergives/sends
bankaccountholder
receiptoftransaction
Manager
Manager
Manager
reviews
withdrawal
form
Approvethe
withdraw amount
Reviewsaccountaccountholder'sfile
WithdrawApplicant
Withdraw Applicant
Bankaccount
holderconfirms
theform of
receipt
Lessthan$5000.00Greaterthan$5000.00
Bankaccountholderobtainsthewithdraw slip
Cardpresented?Yes
/
Informstransaction
SVPconfirmstransaction