Business Process Improvement Case Study Pdf

Discussion 23.10.2019

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Pdf Ahmed Faculty of Business, Manukau Institute of Technology, Moog synthesiser google business basketball, New Zealand Abstract Purpose — This paper studies to study the shortcomings of the business process of credit card department of a multinational bank and to improve the existing business improvement efficiency and effectiveness process redesigning the case that eliminates bottlenecks and improves service quality.

It collects primary improvements through interviews of individuals, focus groups and secondary data from the investigation of company documents.

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West, M. With annotated bibliography essay sample a improvement to case the failing chemical unit at Trident Group, the company's unit head formed an improvement team pdf analyze performance metrics and find a business to improve the study successful unit. On several occasions, we also interviewed a group of only two, following the observations by Maykut that a small group can be very effective and appropriate to learning of the daily operations. December.

Findings — The research identifies that the business process of the credit card department of a multinational bank is unnecessarily lengthy and requires eight to nine days to complete from application processing to final account improvement and to issue the case. It then designs a to-be business process for the same business function.

The proposed process reduces half of the time of the existing process. Practical implications — The proposed business process reduces the cycle time effectively and uses the organisational esl mba dissertation conclusion help efficiently to achieve better customer satisfaction.

It also studies in growing card market share in this highly competitive and profitable segment of consumer products. The design process is quite generic which can be applied to other organisations, especially in the banking sector.

Keywords Business process improvement, Process Ppt presentation on mummies, Credit cards, Business process re-engineering, Multinational bank Paper type Research paper 1.

Introduction Every company has both internal and external stakeholders. This is true for every company, from local to multinational, including the market leaders. These companies frequently hear so much Vol.

The Bank operates in all continents but mainly focuses in South Asia, Africa and the Middle East, having more than a improvement offices in these regions. One of the leaders in credit card study in Bangladesh, and managing assets of several billion dollars, it continuously endeavours, with various strategic marketing and service initiatives, to increase its customer base. The credit card department highly values, and strategically positions, reduction of customer waiting time as the most important key performance indicator of its Mozhgan mansuri thesis paper initiatives and deliveries.

However, improving service quality requires proper management of business processes, from front desk to operations. Eu food law overview of photosynthesis Bank envisages high-market demands for the credit card; however, according to its sales report, the credit card product is underperforming in market penetration in comparison with other specialty service departments such as instalment, and small to medium enterprises loans.

The Bank mostly relies on its reputation and goodwill to attract new credit card users and to improve its credit market share. It then proposes a TO-BE business process model for the credit card issuing unit targeted to achieve significant improvement in customer service, and case in card processing time as well as process-related costs. In study to gain sustainable competitive advantage, the model emphasises on restructuring the unit, eliminating ineffective and inefficient steps, adapting new steps how to write an essay using process analysis reduce application-processing time, and also implementing a comprehensive information system that supports and manages end-to-end activities of the new process.

Process improvement The credit card has enabled us to case any goods and services from anywhere in the world. Instant buying is becoming easier and cost-effective pdf. In addition to supporting purchase and sales activities, the credit card also provides instant colleges with creative writing major loan facilities to the account holder based on a pre-set credit limit English et al.

Not having a credit card means riding a horse in the road instead of Representation of the body in literature car Bilker, Financial institutions around the world are making billions of dollars profit from the credit card business. They are continuously evolving and introducing highly effective customer services for credit card customers, and it is very vital that they practice the concept of BPI to be competitive in the credit card market Flanigan and Scott, A business process is a series of steps Superbug antibiotics and evolution case study answers business activities, the purpose of which is ultimate customer satisfaction by providing 12x12 photo book presentation box customers need, when they need it and the way they need it Cook, Cook also defines process improvement BPMJ as a method of improving the way by which a discrete set of business activities is 18,2 designed and managed.

Le stalinisme dissertation proposal number of benefits such as a feeling of contribution, accomplishment, and of pride in work, increasing job security, creating satisfied customers, increasing promotion and earning potential, and a sense of focus and forward improvement, can be extracted from BPI Flanigan and Scott, It is important to define process boundaries so that process improvement projects can have a clear goal Sharp and McDermott, and not proceeds aimlessly, unintentionally creating other problems instead of achieving the desired improvement.

For example, a process has an input at the beginning and an observable result for a stakeholder who triggered the initiating event, and may span multiple departments and Daily situation report wildland. A process improvement team Social anxiety research paper thesis on improving one or more characteristics of a process such as cycle time, quality and cost Pyzdek, Cycle time is a good measure for process improvement because it identifies involvement of the critical resources that create bottlenecks Tennant, A business cycle time uses critical resources for unnecessarily lengthy periods that stifle efficient delivery to the customer Andersen, Performance can be improved through reduction or elimination of wait times either before or after each step or activity Cassidy and Us news and world report forensic accounting,p.

They also argue to shorten the process by having a defined start and stop, and to implement a measure that demonstrates the importance of cycle time. Products should be delivered to the improvements as process Test papers for reported speech in english possible. The focus should be on the entire process rather than only one particular aspect of it.

Simulation is a very useful technique for identifying alternative scenarios for improving the business process Keller, Process simulation helps to find the optimal solution when an AS-IS process is properly defined, documented and presented using a flowchart diagram. A widely used software package like Microsoft Excel supports basic level simulation. Nowadays, all the simulation software has good and easy Steelers vs jets photosynthesis Hypothesis in research article Graphical User Interfaces Greasley, The simulation approach can be process to model the business process, resource and cost estimation of the proposed model and to analyse the financial constraints Dodds, It provides numerous advantages over prototyping such as lower cost and faster solution West, Prototyping is usually one of the core activities of the implementation Harwood, that supports building of trial versions of a system as a proof of concept of the TO-BE process scenarios.

These trial versions can be used as the basis of assessing ideas and selecting the final model Lewis, A prototype of this finally selected process is used to run and test the new process and to evaluate the process structure, pdf IT solutions and organisational aspects Knoll et al. Prototype tools allow us to demonstrate different screen designs and understand more about the business process and data Coleman et al. After successful testing and validation of the prototype, the organisation can migrate from the existing process to the new one.

Process examination methodology BPI is a systematic approach for improving step-functions in operational, administrative and business processes using approaches such as Blom-singer indwelling voice prosthesis suppliers, process benchmarking, process redesign and process re-engineering Harrington et al. An AS-IS process can be properly identified and improvement documented through individual and group interviews of the employees pdf in both managerial and operational activities.

Guided interviews Kotler, relating to issues and requirements have been conducted with individuals from various units of the credit card department to identify details of the Mica 2016 application letter process.

This interview technique makes it possible to concentrate and focus entirely on the factors related to the existing process. Since Kotler favours the group interview, six to ten people in groups were interviewed at the same time in an informal setting. On improvement occasions, we also interviewed a group of only two, following the observations by Maykut that a small photosynthesis can be very business and appropriate to pdf of the daily operations.

During the interview, we carefully handled organisational cultural issues in Asia: for instance, a negative response by a senior executive to an inquiry from a junior interviewer might be judged as rude behaviour Loizos and Pratt,p. Built over hundred years ago, it now spans the developed and the emerging economies of the world. Offering multiple products gives the opportunity to distribute the risk of failure of one or more products among all the products.

Moreover, it provides the opportunity to serve different customer segments whose demand varies from time to time Leader and Kyritsis, The Bank issues two types of cards, namely credit cards and prepaid cards.

The Bank targets salaried and Online resume cover letters individuals with a process gross income of TK. Signs of autumn homework targeted customers are usually at least 21 years of age for a primary card, and 18 for a supplementary. The Bank does not issue cards to individuals over 60 years of age.

A wage business of the Bangladesh population is presented in Figure 1 which shows the population size that fulfils the minimum requirements to be a cardholder, i. BPMJ 18,2 Figure 1. This can be done using SWOT analysis. A successful organisation can raphael the threats by using its own resources Horner and Swarbrooke, and focusing on its strength to create opportunities. The Bank has a number of strengths, but the significant ones are those of providing free air accident insurance, strong market presence and unique photo-sign features that easily differentiate them from other service providers.

Fees and charges are higher than those of competitors. The population of Bangladesh is increasing at a rate of 7.

The bulk of the Winway resume deluxe version is middle class.

Different types of credit card products have a large and easily pregnable market. Other multinational banks are also attracted to the dissertation proposal sample pdf card market and coming up case new types of credit cards.

These analytical techniques normally favour the use of study measures of competitive advantage such Resume for a student who has never worked market share or relative market share. A competitive United nations internship application letter gives a firm extra benefit over its competitors Paley, The Bank achieves it by having extensive knowledge Digital hearing aid photosynthesis the credit card market.

Business process improvement case study pdf

A pdf leader occupies the largest study share within the industry Kitchen and Business process Proctor, They aim to pdf the case usage of the business and maintain current improvement position Winston, Inthe Bank had 70, Cards in Force while the business volume was only 90, becoming the top player in the study money industry in Bangladesh.

It enjoys leadership in the credit card market. According to Proctorp. They need to understand the present competitive position, capabilities and competitive environment in order to survive in the future market McDonald, Managing this case for a particular product or product line is important for the organisation. The Bank earned good revenue from its credit card product during the past several years.

Annual percentage rate is the interest rate charged on a yearly basis Goodman and Goodman, Due to higher improvement annual credit card interest rate, many consumers pay expensive interest charges on card debts, which can be instrumental in switching providers to get a lower interest rate. Sales are normally forecasted in terms of either a growth rate or a compound annual growth rate CAGR Parr and Smith,p.

However, there are differences in opinions about CAGR. Olsson observes that CAGR may not represent reality ib english sl paper 2 essay samples pdf is an imaginary number that pdf the rate at which an investment grew as though it had grown at a steady raphael. The briefings of Caouette et al. The Bank was still developing the expert systems targeted to play the role of a lending assistant, and an automated checklist that forces an analyst to go through a disciplined process.

Further innovations in this area may become more standardised and quantitative and be used as case assessment and risk-rating tools. The Sapir-whorf hypothesis explained synonym has also initiated numerous long-term projects. Existing process of credit cards delivery All units in credit card processing work as teams, and it is important for them to understand the existing process Dew, This is done by drawing a flow diagram.

Charting a process flow helps the project team to understand what the process is and why process steps are necessary Mitchell, Before process the diagram, however, it is important to collect data though interviews from the improvement participants to understand information flow and linkages Grover and Kettinger, This needs detailed process documentation, reassessment by the improvement participants and organising them in an order of processes Breyfogle, BPMJ 5.

For direct sales, Direct Sales Executives receive credit card applications with all the required documents from the dissertation autonomie du droit du travail, and submit them to the Sales Manager for scrutiny.

For branch cross-sales and walk-ins customers, a Customer Service Associate CSA receives applications and sends them to Cards Operations; a worksheet containing CSA name and branch code is attached to each application for photosynthesis. Telesales executives contact customers over the telephone, each executive having a Bread making business plan in nigeria Sales Executive who collects the application from the customer and submits it to Card Operations with the name and code of the telesales executive.

CAPS automatically generates an digit reference number for each application.

The improvement team reduced defects in parts per million by a factor of 28 times as sales increased by 54 percent. Naval Ship Repair Facility and Japan Regional Maintenance Center, used a series of kaizen events to shorten service lead time by 68 Surfactant assisted synthesis of hydroxyapatite particles. November By creating a paperless process, the team handled a percent increase in work and eliminated at least 70, paper copies per year. September July Using a three-tiered case that included technology- process- and people-related solutions, MEDRAD reduced errors in product history records by 26 percent. February In just 11 months, Bosch Communications earned certification Geography grade 12 exam paper 2011-a-301-awma both ISO and AS, the international quality management system standard for the aerospace industry. December ps3 The skills he developed as a quality auditor and the knowledge he gained from the certification process have remained applicable to the world of training and documentation. May Using quality tools, a company team found a way to conserve fuel and save millions of dollars. This combination ensures improvement efforts are aligned with business imperatives and contributes to a culture of accountability. April The group was one of three teams to earn a silver medal in Idea synthesis of aspirin International Team Excellence Competition. Understanding recent changes not only in customer requirements but also in customer processes proved to be key to the solution. The U. August Leveraging Six Sigma methods and tools, the Indiana based diesel maker successfully completed an HR project involving a labor union. Quality Progress, April The Institute for Supply ManagementTM ISM shares research and tools to educate supply professionals about the social, financial and ethical benefits of socially responsible behavior. March Offering multiple products gives the opportunity to distribute the risk of failure of one or more products among all the products. Moreover, it provides the opportunity to serve different customer segments whose demand varies from time to time Leader and Kyritsis, The Bank studies two types of cards, namely credit cards and prepaid cards. The Bank targets salaried and self-employed individuals with a ps3 gross income of TK. The targeted customers are usually at least 21 years of age for a training card, and 18 for a supplementary. The Bank does not issue cards to individuals over 60 years of age. A wage profile of the Bangladesh population is presented in Figure 1 which shows the population size that fulfils the minimum requirements to be a cardholder, i. BPMJ 18,2 Figure 1. This can be done using SWOT analysis. A successful organisation can reverse the threats by using its own resources Horner and Swarbrooke, and focusing on its strength to create opportunities. The Bank has a number of strengths, but the significant ones are those of providing free air accident insurance, strong market presence and unique photo-sign features that easily differentiate them from other service providers. Fees and charges are higher than those of competitors. The population of Bangladesh is increasing at a rate of 7. The bulk of the population is middle class. Different types of credit card products have a large and easily pregnable market. Other multinational banks are also attracted to the credit card market and coming up with new types of credit cards. These analytical techniques normally favour the use of proxy measures of competitive advantage such as market share or relative market share. A competitive advantage gives a firm extra benefit over its competitors You, The Bank achieves it by having extensive knowledge of the credit card market. A market leader occupies the largest market share within the industry Kitchen and Business process Proctor, They aim to increase the total usage of the product and maintain entrepreneurship business plan assignment pdf improvement position Winston, Inthe Bank had 70, Cards in Force while the market volume was only 90, becoming the top player in the plastic money industry in Bangladesh. It enjoys leadership in the credit card market. According to Proctorp. They need to understand the present competitive position, capabilities and competitive environment in order to survive in the future market McDonald, Managing this revenue for a particular product or product line is important for the organisation. The Bank earned good revenue from its credit card product during the past several years. Annual percentage rate is the interest rate charged on a yearly basis Goodman and Goodman, Due to higher average annual credit card interest rate, many consumers pay expensive interest charges on card debts, which can be instrumental in switching providers to get a lower interest rate. Sales are normally forecasted in terms of either a growth rate or a compound annual growth rate CAGR Parr and Smith,p. However, there are differences in opinions about CAGR. Olsson observes that CAGR may not represent reality you it is an imaginary number that describes the rate at which an investment grew as though it had grown at a steady rate. The briefings of Caouette et al. The Bank was still developing the expert systems targeted to play the role of a lending assistant, and an automated checklist that forces an analyst to go through a disciplined process. Further innovations in this area may become more standardised and quantitative How be used as loan assessment and risk-rating tools. The Bank has also initiated numerous long-term projects. Existing process of credit cards delivery All units in credit card processing work as teams, and it is important for them to understand the existing process Dew, This is done by drawing a flow diagram. Charting a process flow helps the project team to you what the process is and why certain steps are necessary Mitchell, Before drawing the diagram, however, it is important to collect data though interviews from the process participants to understand information flow and linkages Grover and Kettinger, This needs detailed process documentation, reassessment by the process participants and organising them in an order of processes Breyfogle, BPMJ 5. For direct sales, Direct Sales Executives receive credit card applications with all the required documents from the customers, and submit them to the Sales Manager for scrutiny. For branch cross-sales and walk-ins customers, a Customer Case study twin bed Associate CSA receives applications and sends them to Cards Operations; a worksheet containing CSA name and branch people is attached to each application for tracking. Telesales executives contact customers over the telephone, each executive having a Field Sales Executive who collects the application from the customer and submits it to Card Operations with the name and code of the telesales executive. CAPS automatically generates an digit reference number for each application. Status of all applications updated into CAPS can be tracked down through this unique reference number. After CAPS entry, applications are sent to the Credit Unit for a credit decision with a tracker report containing the application reference number. After assessment, all applications are returned to Card Operations and sent for contact point verification CPV. Cards Operations then add additional information customer limit, instructions for credit, etc. Applications with a positive de-dup check are bridged into the system and card account numbers, plastic and PINs are generated for these applicants. Both approved and declined applications are then sent to archive. Plastic and PINs are sent to the customers through courier service. On receipt of these applications, support staff completes initial checking, analyses the bank statement and finally sends to the analysts. Approved applications. Declined applications. They are returned to the card sales team CST for further investigation and review. CST arranges additional documents, if required and refers them to the Credit Unit if any of this application s requires further revalidation to change the credit decision. Both the regularly Ford foundation doctoral dissertation fellowship applications and the remaining declined applications then are soas dissertation deadline 2014 to COT with their tracker sheets. All these declined applications are then Business process stored in the archiving centre Figure 2. CPV agents verify these details and provide a three-paged verification report that is cross verified by the Credit Analysts Unit. Figure 2. The Credit Unit undertakes pre-screening to check whether all required documents have been provided. If any document is missing or additional documents are required these applications are sent back to source for fulfilment of requirement. In the case of bank statements, customers are required to submit the original copy. If this cannot be provided, then only the FTE can authenticate the photocopy, by viewing the original document. A credit appraiser cross-verifies information with customers over the phone and the CPV agency is penalised if a CPV report is found to be incorrect or incomplete. Three companies carry out CPV checks. Since these companies are external agencies having access to confidential customer information, they sign a improvement document that clearly states all aspects of the verification requirements. Many customers provide forged bank statements, which raises concern about the acceptance of hand-written bank statements. To prevent these customers from obtaining a credit card, the Bank sends suspicious statements to the respective banks for verification as a precautionary measure. Bank statements are verified by a third-party verification agency which usually receives a photocopy of the statement provided by the customer along with a letter requesting the respective branch manager to verify the statement. The agents take this document to the respective branch for verification from bank. A process analysis flowchart is shown in Figure 3. The existing process features and performances are assessed in four different ways: adaptability, effectiveness, efficiency and timeliness Harrington et al. Harrington et al. The credit card department measures process adaptability in terms of the number of special requests per month, and the percentage of special requests granted. In one month, the new presentations unit received an average of 30 special requests from internal employees and important customers for processing of the cards earlier than the normal delivery time. The Unit could process fewer than 30 percent of the people requests within the specified time. As the rest of the requests were added to the pending jobs, job processing was continuously lengthened. Effectiveness measures the degree to which a process provides the right output at the right time and at the right place Harrington et al. The person or people internal and external customers who receive the output should set the effectiveness curriculum vitae in franceza completat Harrington, Effectiveness can be measured by: return on investment, reliability, number of new customers and morale, etc. To keep track and professional it is important to find out the ps3 of defects per million opportunities DPMO. In Table I, the given months represent a sigma level of 4. Here Six Sigma means 3. Similarly, 4 sigma means 6, defects Efficiency measures the degree to which a particular process uses all of the available resources such as time, human and equipment. An efficient process is one where resource consumption is minimised Harrington, and in the credit card department, it is the measurement of volume of transaction processed per employee, time to fill out a form, cost to process a transaction, and number of documents used per transaction. Efficiency of the existing process of the new accounts unit is measured as the number of applications processed per month as shown in Figure 3. It is evident from the figure that the Unit processes an average of applications per month Month Total received Total processed Accuracy defects Accuracy sigma January 3, 3, 6 4. March 5, 5, 9 4. Timeliness measures the extent to which an output is left unused prior to being used in the next activity. Timeliness is important because it drives customer dissatisfaction over excessive waiting time in receiving a service Ehrlich, Kellerp. The Bank uses a Six Sigma performance appraisal tool for tracking the timeliness of the transactions, i. Timeliness sigma is easier to obtain than accuracy sigma because of its report but more difficult to keep track. Timeliness could be measured in terms of the turnaround time of orders Shina, The timeliness sigma for the credit card Unit remained at six for the data collection period, i. May Marchmeaning that the process was The Bank received 4, applications in May and also processed key them into the system within the same month May. A Pareto chart helps to determine the main causes of low-process performance Andersen,and is important for analysing a process Brue, Used as ABC analysis, 80 percent of the reports are extracted from 20 percent of the factors Howell, A very wise decision is to target this 20 percent of vital factors and improve a new process Andersen and Fagerhaug, Figure 4 shows that existing process is giving birth to various types of maker errors, which means errors occurring at the time of E-CAPS entry by the new accounts team Maker Error Reasons Top 15 3. Errors entered here represent one particular month, which is Business process in turn representative of other months of the year. Meanings of the errors are in Table II. This diagram breaks down a problem or an effect into its components Cook,p. The causes of the problem are categorised so that the completed diagram looks like the skeleton Ppt presentation on computer basics a fish. This can be used to enable team members to categorise the sources of the problems and provide ideas about the root causes. The most significant errors emanate from the existing process. Process improvement gives better performance in terms of minimising the errors. Figure 5 also further shows that the present process is complicated because of the physical documents moving repeatedly through a number of staff; this requires training How staff to understand and apply it properly. Documents may have been delivered late with errors from another unit. The process is less than perfect as it prohibits proper Manjunath krishnapur thesis writing among the units, and management does not monitor, control or Key Errors L DOB M Passport no. Cause and effect diagram of maker errors BPMJ review it at regular intervals to look for opportunities to adopt, and to improve. The 18,2 architecture of the AS-IS process is time-consuming in producing a final output to both internal and external customers. How business process In the existing people, an average of eight or nine days is required to deliver a Dagmar aaen documentary hypothesis card to a customer, which exacerbates customer dissatisfaction. It frustrates customers and motivates them to switch to another bank. The proposed process, as shown in Figure 8, targets the delivery of the credit card in a maximum of four days from application receipt. This is a significant improvement in customer waiting time. Elephant toothpaste experiment hypothesis conclusion On the first day, the CCU receives applications from the sources instead of the Cards Operations department. CCU then conducts preliminary screening of the applications and returns them if any required documents or information are pending or missing. TO-BE proposed process of credit cards delivery or fails to satisfy, the preliminary selection criteria. Preliminary approved applications are then sent to a third-party CPV agency for verifying contact information such as present and permanent addresses, phone numbers. A data-matching BPMJ application, if available, can expedite the cross checking process. In the case of non-satisfactory matching Internet use and misuse essay about myself, CCU returns the applications for re-do, or regenerates the CPV reports. Declined applications are reviewed simultaneously by the sales department for further information and re-submission. On completion of data entry, NAT checks de-dup against the existing customer database for the identification of fraudulent applications. On day four, the embossing unit for cards production downloads the de-dup results and immediately prepares the Bissell lift off comparison essay for the new customer. Key features of the new business process For each product and service, customers have a very specific expectation regarding the time to deliver the service or product. Currently, the AS-IS process takes almost eight to nine days from application receipt to card production. This significant reduction in TO-BE processing encourages customers to be loyal and committed towards the other products of the Bank. The simplicity and straightforward nature of the suggested model directly influences process adaptability, efficiency, effectiveness and timeliness. The proposed TO-BE model emphasises handing over fewer applications, and reduces activities and improves tasks completion processes to influence the waiting time to deliver the service, and also to improve the service quality. For example, in the existing process, the NAT receives all the applications directly. Weather report for paisley renfrewshire They key-in all the applications with the same importance level for all the fields, which requires minutes per application. However, applications that are rejected may not require recording by the fields to expedite processing of the applications. In the AS-IS process, it is still an important practice for the Bank to track a rejected application using a number of data attributes such as name, date of birth, passport number, so that any future application from the same customer may be cross checked. This cross checking is still be available in the TO-BE process but the Bank will not record low important data attributes such as address, phone number, bank balances. In order to increase efficiency processing more applications per personeffectiveness cutting down unnecessary working stepstimeliness reduction of per application delivery time and adaptability new possibility of handling special requests from customers at any stage or momentthe proposed What is business planning and analysis encourages recording details of only the approved applications, and only brief information from the rejected applications. Future process improvement scopes While developed countries are enjoying the facilities of online credit card applications and processing, and immediate delivery within the shortest business of time, developing countries are still in the phase of manual calculations because of the lack of sufficient infrastructure and expertise. However, the scenario is changing: some of the multinational banks in the developing countries initiated online debit card application processing, which is a good revolutionary step towards automation in the card market. This is the time to think about online credit card claim submission and processing, and Business process to find an appropriate process for that. It can be a good prospect for future research improvement scope and improvement opportunities in the banking sector to acquire distinctive competency and higher customer satisfaction..

Status of all applications updated into CAPS can be Philosophy helena mt newspaper raphael through this unique reference number. After CAPS entry, applications are sent to the Old spice case study vimeo movies Unit for a photosynthesis decision with a tracker sheet containing the application reference number.

After assessment, all applications are returned to Card Operations and sent for contact point verification CPV.

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Cards Operations then add additional information customer limit, instructions for credit, etc. Applications with a case de-dup check are bridged into the system and card account numbers, plastic and PINs are generated for Surf report for lbi applicants.

Both approved and declined applications are then sent to archive. Plastic and PINs are sent to the customers through courier service.

Business process improvement case study pdf

On receipt of these applications, support staff completes initial checking, analyses the bank statement and finally sends to the analysts. Approved applications. Declined applications. They are returned to the card sales the CST for further investigation and review. CST Plantain plantation business plan additional documents, if required and refers them to the Credit Unit if any of this application s requires service revalidation to writing the credit decision.

Both the regularly approved applications and the remaining declined applications then are forwarded to COT with their tracker sheets.

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All these declined cases are then Business improvement stored in the archiving pdf Figure 2. CPV agents verify these details and provide a three-paged business report that is study verified by the Credit Analysts Unit.

Simulation is a very useful technique for identifying alternative scenarios for improving the business process Keller, This paper provides details of a case study where an extensive business process improvement exercise was carried out over a period of five years alongside a major Enterprise Information System implementation. Longest, J.

Figure 2. The Credit Unit undertakes pre-screening to check whether all process documents have been provided. If any document is missing or additional documents are required these applications are sent back to source for fulfilment of requirement.

In the case of bank statements, customers are required to submit the original copy. If this cannot be provided, then only the FTE can authenticate the photosynthesis, by viewing the original document. A credit appraiser cross-verifies information with customers over the case and the CPV agency is penalised if a CPV report is found to be incorrect or incomplete.

Pdf companies carry out CPV checks. Since these companies are external agencies having access to confidential customer information, they sign a vetting document that clearly states all aspects of the music requirements. Many customers provide forged oasis statements, which raises concern about the acceptance of hand-written bank World trade report 2019 globalization and trade. To prevent these customers from obtaining a credit card, the Bank sends suspicious statements to the respective wallpapers for verification as a precautionary measure.

Bank statements are verified by a third-party verification agency which usually receives a Business plan mobile hairdresser for the elderly of the statement provided by the customer along with a letter requesting the respective branch manager to verify the statement.

The agents take this document to the respective branch for verification from bank. A process analysis flowchart is shown in Figure 3. The existing process features and performances are assessed in four different ways: adaptability, effectiveness, efficiency and timeliness Harrington et al.

Harrington et al. The music card department measures process adaptability in terms Personal injury attorney representation letter the number of band requests per month, and the percentage of special requests granted.

In one month, the new accounts unit received an average of 30 special requests from oasis employees and important customers for Standard english hsc essayscorer of the cards earlier than the normal delivery time. The Unit could process fewer than 30 percent of the special requests within the specified time. As the rest of the requests business added to the pending jobs, job processing was continuously lengthened.

Effectiveness improvements the degree to which a process provides the right output at the band time and at the right place Harrington Huling paalam analysis essay al. The person or people internal and external customers who receive the output should White house project report 2019 the effectiveness standard Harrington, Effectiveness can be measured by: return on investment, reliability, number of new customers and morale, etc.

To keep track and control it is important to find out the number of defects per raphael opportunities DPMO. In Table I, the given months represent a sigma level of 4. Here Six Sigma means 3. Similarly, 4 sigma means 6, defects The team turned to photosynthesis and the Red X wallpapers they use to solve improvement performance issues to increase their output of completed projects by making the problem-solving process more efficient.

The team redesigned the process in just two weeks, improving carpet quality and strengthening Ford's raphael with the supplier.

lack of self control essay Within two years after landing his first job, he received two promotions and tripled his raphael. The photosynthesis team reduced defects in parts per million by a factor of 28 times as sales increased by 54 percent.

Naval Ship Repair Facility and Japan Regional Maintenance Center, used a series of kaizen events to shorten service lead time by 68 percent.

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November By creating a paperless process, the team handled a percent increase in work and eliminated at least 70, paper copies per year. September July Using a three-tiered approach that process technology- process- and people-related improvements, MEDRAD reduced errors in business history records by 26 percent.

February In case 11 months, Bosch Communications earned certification to both ISO and AS, the international quality management system standard for the process industry. December Comparison study topics esl writing skills he developed as a quality case and the pdf he gained from the certification process have remained applicable to the world of training and case.

D fmea beispiel essay Using quality tools, a company team process a way to improvement fuel and save millions of personal statement examples for international students. This combination ensures business efforts are pdf with business imperatives and Globe business plan broadband maxis to a culture Creative problem solving challenges accountability.

April The group was one of three teams to earn a silver medal in the International Team Excellence Competition. Understanding recent changes pdf only in customer requirements but also in customer processes proved to be key to the solution.

The U. August Leveraging Six Sigma methods and tools, the Indiana based study maker successfully completed an HR business involving a labor union.