Default - Revision history

Xziny00 at 19:13, 12 January 2014

2014-01-12T19:13:18Z

Xziny00: Replaced content with " =Introduction= =Method= ==Model== ==Problem statement== =Conclusion= =Code="

2014-01-12T19:13:03Z

Replaced content with " =Introduction= =Method= ==Model== ==Problem statement== =Conclusion= =Code="

Xziny00: /* Code */

2014-01-12T19:02:37Z

‎Code

Xziny00: /* Code */

2014-01-12T19:02:20Z

‎Code

Xziny00: /* Conclusion */

2014-01-12T18:46:45Z

‎Conclusion

Xziny00 at 18:46, 12 January 2014

2014-01-12T18:46:05Z

Xziny00: /* Problem statement */

2014-01-12T18:40:18Z

‎Problem statement

Xziny00 at 18:37, 12 January 2014

2014-01-12T18:37:28Z

Xziny00: /* Conclusion */

2014-01-12T18:25:33Z

‎Conclusion

Xziny00: /* Conclusion */

2014-01-12T18:25:18Z

‎Conclusion

@@ Line 133: / Line 133: @@
 =Code=
-[[Media:As-is_process_model.spm]]
+#[[Media:As-is_process_model.spm]]
-[[Media:To-be_process_model.spm]]
+#[[Media:To-be_process_model.spm]]
-[[Media:As-is_report.zip]]
+#[[Media:As-is_report.zip]]
-[[Media:To-be_report.zip]]
+#[[Media:To-be_report.zip]]

← Older revision		Revision as of 19:02, 12 January 2014
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	=Code=		=Code=
		+	[[Media:As-is_process_model.spm]]
		+	[[Media:To-be_process_model.spm]]
		+	[[Media:As-is_report.zip]]
		+	[[Media:To-be_report.zip]]

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 Here are the costs for 18 customers wishing to open current account package per day (improved process). It means that average cost per one customer opening one current account package is 652 CZK. So process optimization led to costs decrease of 59 CZK per customer, which is -8,3% decrease. Costs reduction is a result of significant cut of printing (paper) costs (-86%) as well as sales manager workload decrease (-37%).
 [[File:Costs 2.png]]
 =Code=

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 [[File:Sales_manager_2.png]]
 [[File:Costs 2.png]]
 =Code=

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 [[File:Time.png]]
 [[File:Busy_sales_manager.png]]
 [[File:Costs.png]]

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 =Method=
-==Model==
+=Model=
-==Problem statement==
+=Problem statement=
 =Conclusion=
 =Code=

@@ Line 26: / Line 26: @@
 *Savings account (optional)
 As-is process steps:
-*'''Customer Arrival''' - 2 new-to-bank customers wishing to open a current account package per hour (at every branch).
+*'''Customer`s arrival''' - 2 new-to-bank customers wishing to open a current account package per hour (at every branch).
-*'''Identification of clients` needs (cross-selling)'''. Available sales manager meets the customer and identifies his/her needs using a "Sales map", which is an opportunity to cross-sell other products and services. This procedure takes '''5 minutes''' on avergae, however time varies significantly. Some customers come just to arrange a concrete product and don`t have time for extra talking, on the other hand other customers are pleased to discuss their financial situation with a sales manager and look at the benefits of other products. So this process step may take from 30 seconds up to 15 minutes.
+*'''Identification of clients` needs (Cross-selling)'''. Available sales manager meets the customer and identifies his/her needs using a "Sales map", which is an opportunity to cross-sell other products and services. This procedure takes '''5 minutes''' on avergae, however time varies significantly. Some customers come just to arrange a concrete product and don`t have time for extra talking, on the other hand other customers are pleased to discuss their financial situation with a sales manager and look at the benefits of other products. So this process step may take from 30 seconds up to 15 minutes.
 *'''Identification'''. Sales manager asks for identification documents, performs online check of the person and makes a copy of the ID. Every potential customer needs to be checked in a few online sources, which takes some time. Together with making a copy of the ID this step takes '''5 minutes''' on average.
-*'''Entering data into information systems'''. Sales manager enters client`s personal data into information system and creates new account package accordingly. Unfortunately there are a few information systems and applications, where data need to be entered. So account type, payment card type and online banking settings are set on three separate places. That is time-consuming, however new IT solution is out of scope, so the project does not focus on this issue. Entering data into systems takes '''12 minutes''' on average, however there may be some extreme situations when systems` response time is longer, so this procedure may take up to 30 minutes.
+*'''Entering data into system'''. Sales manager enters client`s personal data into information system and creates new account package accordingly. Unfortunately there are a few information systems and applications, where data need to be entered. So account type, payment card type and online banking settings are set on three separate places. That is time-consuming, however new IT solution is out of scope, so the project does not focus on this issue. Entering data into systems takes '''12 minutes''' on average, however there may be some extreme situations when systems` response time is longer, so this procedure may take up to 30 minutes.
 *'''Printing and signing of contracts'''. Sales manager prints the contracts, staples them and signs together with the customer. Because of the fact that there are several information systems, contracts are printed separately from each of them (depending on the product). Each contract consists of 2,5 pages on average and all the documentation has 22 pages per every current account package on average (in case client does not have any disponent). Because of so many pages of documentation it becomes very difficult and time-consuming to bring it all together, separate and staple it and sign together with the customer explaining the meaning of each paragraph. This procedure takes '''17 minutes''' on average.
-*'''Give a folder with documentation to client'''. Sales manager prepares a folder with all the documents, online banking access key (token), flash drive with terms and conditions, infocard and gives it to client. This procedure takes up to '''9 minutes''' on average. And the most time-consuming part is manually filling in a paper card with an account number (especially when a client opens several accounts at once - in this case sales manager needs to fill in several cards).
+*'''Providing folder with docs to client'''. Sales manager prepares a folder with all the documents, online banking access key (token), flash drive with terms and conditions, infocard and gives it to client. This procedure takes up to '''9 minutes''' on average. And the most time-consuming part is manually filling in a paper card with an account number (especially when a client opens several accounts at once - in this case sales manager needs to fill in several cards).
 *'''Client leaves the bank'''.
 Total time is 48 minutes on average. However it may take much longer in case customer would like to have accounts in several currencies with more than one payment card.
@@ Line 57: / Line 57: @@
 From the simulation report it is evident that currently sales manager spends around 50% of time serving new-to-bank customers.
 Another issue is printing costs - 22 papers printed both sided is too much per each current account package. Not only it increases the costs, it also increases time of the "Contracts" process step. The more paper is, the more "motion" with it is required, which is time-consuming.
-[[File:No_waiting.png]]
+According to simulation, total cycle time of the process is 47 minutes on average. However good news is that there is almost no waiting time, which has also been an object of customers` positive feedback.
 [[File:Busy_sales_manager.png]]
 [[File:Costs.png]]
@@ Line 69: / Line 70: @@
 ** Stapling (6 minutes) - printed papers need to be put together, stapled and sticker on top left corner is attached
 ** Signing (8 minutes) - 2 signatures of sales managers (4 eyes check) + 1 customer`s signature per each contract
-*"Prepare and give folder to client"
+*"Providing folder with docs to client"
 ** Explanation how to log in to online banking for the first time (2 minutes) - can take more with older clients
 ** Filling in info cards with account number (3 minutes) - one per each account; very time-consuming in case client opens several accounts at once
@@ Line 85: / Line 86: @@
 ** Stapling - nothing to staple; can be removed
 ** Signing - 1 signature of sales manager + 1 customer`s signature per each contract
-*" Prepare and give folder to client" process step
+*" Providing folder with docs to client" process step
 ** Explanation how to log in to online banking for the first time - ask a client if he wants an advise (step becomes optional)
 ** Filling in info cards with account number - info card redesign; one for up to 4 accounts
@@ Line 94: / Line 95: @@
 ** Stapling : 6 minutes => 0 minutes (removed)
 ** Signing : 8 minutes => 2 minutes
-*" Prepare and give folder to client"
+*" Providing folder with docs to client"
 ** Explanation how to log in to online banking for the first time : 2 minutes => 0,5 minutes
 ** Filling in info cards with account number : 3 minutes => 0,5 minutes
@@ Line 115: / Line 116: @@
 =Conclusion=
 From the simulation report of the improved process it is evident that target is met - sales managers spend on average 31% of time serving new-to-bank customers, which is even less than required (the target is 35%). It is achieved mainly because of documentation unification as well as info cards redesign and correction of other process steps (according to paragraph "Solutions"). That also has a positive impact on paper consumption as well as printing costs, which significantly decreased. Also after process improvement there is even less waiting time.
-[[File:No_waiting_2.png]]
+[[File:Time 2.png]]
 [[File:Steps_time_2.png]]