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 no...
Zero Unhappiness-Strategic Intent <ul><ul><li>Necessary step for the bank to be a  service leader . </li></ul></ul><ul><ul...
Service Transformation - Scope of Project Customers <ul><li>Over 10 000 employees covered </li></ul>Channels Call Center B...
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 ...
Service Pyramid- Credit Card Customer Base Transactions Service Failures Service Requests Contacts Complaints April 2004 4...
Service Pyramid-Consumer Loans Customer Base Transactions Service Failure Service Requests Contacts Complaints April 2004 ...
Service Pyramid-Home Loans Customer Base Transactions Service Failure Service Requests Contacts Complaints April 2004 28 1...
Transformation Methodology
Transformation Process Root Cause Analysis & Improvement Plan  Fulfilling  Wish List & Challenging Possibilities Budgeting...
Transformation Control System  Budget for Key Metrics for Mar 05 Daily Measurement of Metrics:Alarm Express Daily Review &...
Dashboard: Daily Alarm Express <ul><li>Concept of alarm express was devised to promote daily measurement & control of perf...
Transformation Measurement : Zero Unhappiness Scorecard-Sample  <ul><li>Sample Scorecard </li></ul><ul><li>Scorecard prese...
Transformation : Product Wise Cases Root Cause Analysis & Improvement Plan  Fulfilling  Wish List & Challenging Possibilit...
Caselet Deposits: Deliverables Not Received
Deposits : Deliverables Not Received Apart from wrong creation, dispatch/delivery related issues needed focus  Back
Deposits : Deliverables Not Received <ul><li>Issue : RTO returns would sit at the branches, waiting for customer to collec...
Deposits : Deliverables Not Received <ul><li>Issue :E-search Update </li></ul><ul><ul><ul><li>E-search information for cer...
Deposits : Deliverables Not Received Back
Caselet Deposits: Cheque Deposited Not Credited
Deposits: Cheque Deposited Not Credited <ul><li>Cheque rejected / returned cases </li></ul><ul><ul><ul><li>New product lin...
Deposits: Cheque Deposited Not Credited Back
Caselet  Credit Card: Card Not Received
Credit Card:Card Not Received <ul><li>High Returns :New Card Delivery Process </li></ul><ul><ul><ul><li>Multiple courier d...
Credit Card:Card Not Received Back
Caselet  Credit Card: Cheque/Cash Not Credited
Credit  Card: Cheque/Cash Deposited Not Credited <ul><li>Customer dropped cheque in CITIBANK ATMs  </li></ul><ul><ul><ul><...
Credit  Card: Cheque/Cash Deposited Not Service Credited Back
Asset Loans Caselets
Asset Loans:Refunds <ul><li>Service Failures reduced from 4855 (April’04) to 1101 (Mar ‘05) </li></ul><ul><li>Steps for Se...
Asset Loans- EMI Banking  <ul><li>Service Failures reduced from 2212 in April’2004 to 436 in March’2005. </li></ul><ul><li...
Asset Loans – NOCs for Matured loans <ul><li>Service Failures reduced from 2656 in April’2004 to 330 in March’2005. </li><...
Phone Banking Caselets
Phone Banking Initiatives-Quality  <ul><li>Training conducted on the processes for top Service Failure's </li></ul><ul><li...
Phone Banking Initiatives-Quality Back
Phone Banking Initiatives-IVR Usage <ul><li>Technical & Marketing </li></ul><ul><li>Migration from CRN/TPIN to Card no. an...
Phone Banking Initiatives- IVR Usage Back
Branch Banking Caselets
Branches Initiatives : Service Failures/Cust IDs <ul><li>Alarm Express : Daily RCA sent to branches </li></ul><ul><ul><li>...
Branches Initiatives :Service Failures/ Customer IDs Back 1.3 .07
Branch Initiatives :Quality <ul><li>Initiatives at Branches </li></ul><ul><li>Branch-wise Focus </li></ul><ul><ul><li>Focu...
Branch Initiatives- Quality Back
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Case Study of Service Transformation : Leading Indian Bank

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Case Study of Service Transformation : Leading Indian Bank

  1. 1. Leading Indian Bank Transformation Project
  2. 2. Mission : Zero Unhappiness
  3. 3. 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
  4. 4. Zero Unhappiness-Strategic Intent <ul><ul><li>Necessary step for the bank to be a service leader . </li></ul></ul><ul><ul><li>Leads to improved productivity & profit </li></ul></ul><ul><ul><li>Generates a positive word of mouth.Attracts new customers </li></ul></ul><ul><ul><li>Provides a competitive advantage . </li></ul></ul><ul><ul><ul><li>More difficult and slower for a competitor to respond to service improvement than to price change. </li></ul></ul></ul><ul><ul><li>Help us retain customers. </li></ul></ul><ul><ul><ul><li>Cheaper to retain customers than to acquire new ones </li></ul></ul></ul>
  5. 5. Service Transformation - Scope of Project Customers <ul><li>Over 10 000 employees covered </li></ul>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
  6. 6. Transformation : Results
  7. 7. Results- Service Failure Reduction
  8. 8. Results- Cost Saving Through Failure Reduction
  9. 9. Results- Deposits Service Failures
  10. 10. Results- Credit Card Service Failures
  11. 11. Results - Home Loan Service Failures
  12. 12. Results- Consumer Loan Service Failures
  13. 13. Results - Service Failures as % of Transactions
  14. 14. Results – Quality of Request Handling
  15. 15. Results-Customer Feedback Scores
  16. 16. Results:Written Complaints to Bank
  17. 17. SWIFT – in Full Flight Cumulative number of new joinees % of new joinees trained Back
  18. 18. 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
  19. 19. 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
  20. 20. 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
  21. 21. 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
  22. 22. Transformation Methodology
  23. 23. Transformation Process Root Cause Analysis & Improvement Plan Fulfilling Wish List & Challenging Possibilities Budgeting & Stretch Targets Strengthening & Empowering Front End Continuous Review & Management Control Systems
  24. 24. 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
  25. 25. Dashboard: Daily Alarm Express <ul><li>Concept of alarm express was devised to promote daily measurement & control of performance </li></ul><ul><li>Analyzing information- attaching meaning to indicators, setting it into context, recognizing crisis development </li></ul>
  26. 26. Transformation Measurement : Zero Unhappiness Scorecard-Sample <ul><li>Sample Scorecard </li></ul><ul><li>Scorecard presented & reviewed in fortnightly reviews </li></ul><ul><li>All variances are linked to RCA </li></ul><ul><li>Comparison of Monthly Performance Vs. Budget </li></ul><ul><li>Focus on Top Service Failures </li></ul><ul><li>Key Indicators Focused On : Number of Service Failures, Quality, Service Request Closed within TAT </li></ul>
  27. 27. 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
  28. 28. Caselet Deposits: Deliverables Not Received
  29. 29. Deposits : Deliverables Not Received Apart from wrong creation, dispatch/delivery related issues needed focus Back
  30. 30. Deposits : Deliverables Not Received <ul><li>Issue : RTO returns would sit at the branches, waiting for customer to collect them </li></ul><ul><li>Solution : Outbound Calling </li></ul><ul><ul><li>Every deliverable cleared resulted in a happy customer, lesser rework & cost savings </li></ul></ul><ul><ul><li>Average Contact Ratio:65% </li></ul></ul>Data :Nov04-Feb 05 Back
  31. 31. Deposits : Deliverables Not Received <ul><li>Issue :E-search Update </li></ul><ul><ul><ul><li>E-search information for certain deliverables not updated/ available resulting in inadequate /incomplete information to customers & Service Request creation errors </li></ul></ul></ul><ul><li>Initiative :E-Search Update (CTD Initiative) </li></ul><ul><ul><ul><li>Identified mandatory uploads for First Contact Resolution related to RPC/ CPC processes </li></ul></ul></ul><ul><ul><ul><li>Designed and finalized the file formats for all mandatory uploads - easy reading for front end </li></ul></ul></ul><ul><ul><ul><li>National Co-ordinator appointed to tracking e-search open cases and timely uploads </li></ul></ul></ul><ul><ul><ul><ul><li>I-KIT AOF Rejections,Modification Request Rejections,Nomination Rejection Letters Nomination Registration Request Rejections,Non I-Kit SB/FD-RD AOF Rejections,Transfer of Account- Rejections,Transfer Cheque Returns, ATM Retained Cards,TDS - Form 15G Rejections etc. </li></ul></ul></ul></ul>Back
  32. 32. Deposits : Deliverables Not Received Back
  33. 33. Caselet Deposits: Cheque Deposited Not Credited
  34. 34. Deposits: Cheque Deposited Not Credited <ul><li>Cheque rejected / returned cases </li></ul><ul><ul><ul><li>New product line in esearch for uploading reject cheques </li></ul></ul></ul><ul><ul><ul><li>Strengthening of front end checks . Fortnightly audit by CTD </li></ul></ul></ul><ul><ul><ul><li>Outbound calling at branches for all final returns </li></ul></ul></ul><ul><li>Amount parked in Insufficient details account/collection account </li></ul><ul><ul><ul><li>Pay-in slips with mobile numbers introduced </li></ul></ul></ul><ul><ul><ul><li>Selective Outbound Calling at RPCs to facilitate repair </li></ul></ul></ul><ul><li>Front End Service request creation Errors </li></ul><ul><ul><ul><li>Training given to front end to ensure proper SR type selection </li></ul></ul></ul><ul><ul><ul><li>CTD shared the SR audit findings with front end on fortnightly basis </li></ul></ul></ul>Back
  35. 35. Deposits: Cheque Deposited Not Credited Back
  36. 36. Caselet Credit Card: Card Not Received
  37. 37. Credit Card:Card Not Received <ul><li>High Returns :New Card Delivery Process </li></ul><ul><ul><ul><li>Multiple courier dispatch initiated for all cities </li></ul></ul></ul><ul><ul><ul><li>ASHI update started for all legs of the RTO process </li></ul></ul></ul><ul><li>Embossing Delays/Backlog </li></ul><ul><ul><ul><li>Embossing / Dispatch tracker initiated with vendor-wise, daily tracking </li></ul></ul></ul><ul><ul><ul><li>Development of additional vendors to reduce dependency </li></ul></ul></ul><ul><ul><ul><li>All embossing backlogs with Vendors cleared </li></ul></ul></ul>Back
  38. 38. Credit Card:Card Not Received Back
  39. 39. Caselet Credit Card: Cheque/Cash Not Credited
  40. 40. Credit Card: Cheque/Cash Deposited Not Credited <ul><li>Customer dropped cheque in CITIBANK ATMs </li></ul><ul><ul><ul><li>Separate tracking process in TIPS for cheques dropped in CITIBANK drop boxes. </li></ul></ul></ul><ul><ul><ul><li>Outbound calling, Letters to these customers </li></ul></ul></ul><ul><ul><ul><li>ASHI updation done for these cases </li></ul></ul></ul><ul><li>Reduce Service Request Creation errors at Phone Banking </li></ul><ul><ul><ul><li>TIPS Access to all PBO’s at Call Center </li></ul></ul></ul><ul><ul><ul><li>Rejection process made online </li></ul></ul></ul>Back
  41. 41. Credit Card: Cheque/Cash Deposited Not Service Credited Back
  42. 42. Asset Loans Caselets
  43. 43. Asset Loans:Refunds <ul><li>Service Failures reduced from 4855 (April’04) to 1101 (Mar ‘05) </li></ul><ul><li>Steps for Service Failure Reduction </li></ul><ul><ul><li>Proactive Refund Initiated </li></ul></ul><ul><ul><ul><ul><li>Emi banked after foreclosure </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Excess foreclosure amount collected </li></ul></ul></ul></ul><ul><ul><li>Project 28-PDC factory locking date change from 18th to 28th of the month. </li></ul></ul><ul><ul><li>Direct credit of refund amount to Customer bank account. </li></ul></ul><ul><ul><li>SMS alert to customer informing dispatch details after closure of SR. </li></ul></ul><ul><ul><li>Monthly Reconciliation of Pre-Emi/Emi due and Banking for refund of excess Pre-Emi/Emi </li></ul></ul>Back
  44. 44. Asset Loans- EMI Banking <ul><li>Service Failures reduced from 2212 in April’2004 to 436 in March’2005. </li></ul><ul><li>Steps for Service Failure Reduction: </li></ul><ul><ul><li>All banking done Centralized and through System – discontinuation of manual processes </li></ul></ul><ul><ul><li>Non-cycle date banking discontinued – banking only on pre-specified dates of 1, 7, 15, 22 </li></ul></ul><ul><ul><li>EMI Dues vs Banking reconciliation completed prior to EMI Due dates – customers made aware in case of non-banking by tele calling. </li></ul></ul>Back
  45. 45. Asset Loans – NOCs for Matured loans <ul><li>Service Failures reduced from 2656 in April’2004 to 330 in March’2005. </li></ul><ul><li>Steps for Service Failure Reduction: </li></ul><ul><ul><ul><li>Dispatch of NOCs scheduled as per Cycle date and repayment mode – NOCs dispatched on clearance of final EMI </li></ul></ul></ul><ul><ul><ul><li>Loans closed in system before dispatch of NOCs </li></ul></ul></ul><ul><ul><ul><li>Charges to the customer after a specified date </li></ul></ul></ul><ul><ul><ul><li>Intimation letter sent to customer where RC no is not updated </li></ul></ul></ul>Back
  46. 46. Phone Banking Caselets
  47. 47. Phone Banking Initiatives-Quality <ul><li>Training conducted on the processes for top Service Failure's </li></ul><ul><li>Internal SR audit team set up to monitor 100% of Service Failure captured at Phonebanking </li></ul><ul><ul><ul><li>Daily audit reports for feedback/refresher training </li></ul></ul></ul><ul><li>Daily healthy debate between Operations & Phone Banking teams on Service Creation errors </li></ul><ul><li>Checklist in Service CRM updated to ensure all information is captured </li></ul><ul><li>SR Service creation error put as as negative scoring for all performance metrics </li></ul>Back
  48. 48. Phone Banking Initiatives-Quality Back
  49. 49. Phone Banking Initiatives-IVR Usage <ul><li>Technical & Marketing </li></ul><ul><li>Migration from CRN/TPIN to Card no. and APIN </li></ul><ul><li>All Menu options available on Punch </li></ul><ul><li>Fast Path Access to various Menu Options </li></ul><ul><li>Channel migration and call mandating by PBO </li></ul><ul><li>Promotion of Self Banking on ATM screen saver , SMS , Pin Mailers </li></ul><ul><li>System recognition of difference between no input and incorrect input </li></ul><ul><li>Functionality added </li></ul><ul><li>Internet Banking userid / Last Payment details under transactions </li></ul><ul><li>Loan on Phone with authentication </li></ul><ul><li>Dedicated Options: Debit Card queries </li></ul><ul><li>Preferred Card Activation option introduced </li></ul>Back
  50. 50. Phone Banking Initiatives- IVR Usage Back
  51. 51. Branch Banking Caselets
  52. 52. Branches Initiatives : Service Failures/Cust IDs <ul><li>Alarm Express : Daily RCA sent to branches </li></ul><ul><ul><li>Service Failure-wise, branch-wise, reason-wise,RMBB-wise </li></ul></ul><ul><li>Short Interval Control of RMBBs </li></ul><ul><ul><li>Daily contacts by JGMs </li></ul></ul><ul><li>Getting it right first time </li></ul><ul><ul><li>Two issues : Delay, Standard Checks not done </li></ul></ul><ul><li>Catch the mistake before the customer does </li></ul><ul><ul><li>Call customer (outbound calling) and resolve </li></ul></ul><ul><li>If can’t resolve in 24 hours </li></ul><ul><ul><li>Escalate and inform customer </li></ul></ul>Back
  53. 53. Branches Initiatives :Service Failures/ Customer IDs Back 1.3 .07
  54. 54. Branch Initiatives :Quality <ul><li>Initiatives at Branches </li></ul><ul><li>Branch-wise Focus </li></ul><ul><ul><li>Focus shifted from Zone-wise quality to Branch-wise quality </li></ul></ul><ul><li>Short Interval Control </li></ul><ul><ul><li>From monthly review to weekly review of overall quality </li></ul></ul><ul><li>Training of Branches conducted by Centralized Operations Team </li></ul><ul><li>E-search Updation project co-ordinated by CTD </li></ul><ul><ul><li>Reduced wrong capture/duplicate capture </li></ul></ul>Back
  55. 55. Branch Initiatives- Quality Back
  56. 56. Thank You

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