BANKING SERVICES ENHANCEMENT PROJECT

2013
Summary
Define:
1) Identify a project:
A) Nominate projects
B) Evaluate projects
C) Select a project
Ask: is it a quality improvement?
2) Establish the project:
A) Mission Statement
B) Select a team
C) Verify the mission
3) Project Charter
Measure:
A)SIPOC diagram.
 Projects Prioritization Matrix
Strategic Goals Improve the
1st in the E- 95% Increase No. 1
Banks
banking Customers Annual Market
Service
Recommended Services Satisfaction Profit 30% Share
Quality
Projects
Weight 10 10 8 9 8 Total
Decrease the Call Center
6 10 10 3 5 307
waiting time

IVR enhancement 10 7 6 2 3 260

Online Banking financial

10 4 5 2 3 222
transaction improvement

Decrease paperwork 1 6 4 5 1 155

Decrease required
1 7 3 1 1 121
documents for Loans

Improve work environment 1 1 2 1 1 53

 Criteria For Selecting The Project
Criteria Questions Answers

Chronic How chronic is the project? Two years

Increase customers retention

Significance How significant do you expect the results to be?
& high utilization of the IVR.

Size Is the project of manageable size? Yes

Decrease waiting time to 30-

Measure of potential
What is the projects potential impact 150sec & decrease the
impact
abandoned calls ratio to 5%

Urgency How urgent is the project to the organization? High

Risk What are the risks? N/A

Potential resistance What kinds of resistance might the project

N/A
to change create?
The project should be The first projects for organizations new to six
Yes
a sure winner sigma should be sure winner?
The problem must be
If no data exist, the team will need to develop it. Data exists
measurable
 Is It A Quality Improvement?
Questions Answers

Are we trying to reach a new level of performance for an existing good or

Yes
service?

Have we measured specific deficiencies or opportunities for performance

Yes
improvement?

Are we are trying to find or eliminate the root cause of a problem? Yes
Establish The Project
Mission Statement

Problem
Customers are complaining from long waiting time when contacting the call center over 150
sec.
Currently Avg. waiting time is 205 sec.

Objective
Decrease the waiting time when contacting the call center to be maximum 150 sec by end of
April 2013.
Establish The Project (Cont.)
Project Team

Support Functions:

Financial Representative
Purchasing Representative
Training Representative Project Manager

Business Quality Assurance

IT Team
Representative Representative

Hardware Eng. Developer

DPMO Calculation
Formula

* 1000000
# #

98770+513710
= 1000000 = 699,971.67776
1854472

Therefore, sigma level = 0.9

 Project Charter
Business Case: Opportunity Statement:
This project supports the Banks goal of An opportunity to increase the customers
increasing the customer satisfaction, as well as satisfaction by decreasing the average waiting
the becoming the 1st in the E-banking services. time when contacting the call center, which is
currently 205 sec.
Current sigma level is 1
Goal Statement: Project Scope:
Reduce the waiting time when contacting the Process begins with the customer contacting
call center to be max 150 sec. by end of April the call center, till Agent answers the call
2013.
Improve sigma level to 2.
Project Plan: Team Selection
Activity Start End Rehab Project Manager

Define 15/1/2013 30/1/2013 Rehab Business Rep.

Measure 1/2/2013 1/3/2013 Julia IT Hardware Eng.

Kareem IT Developer
Analyze 15/2/2013 7/3/2013
Sara Quality Assurance
Improve 8/3/2013 30/3/2013
Control 31/3/2013 15/4/2013
Track Benefits 15/5/2013
 Project SIPOC
Suppliers Inputs Process Outputs Customers

Greeting
Hitting the
Client Dialed 19191 message of Client
IVR
Bank IVR

For Arabic press 1 Select 1 for Arabic

Client System
For English press 2 language 2 for English

For IVR subscribers, press 1

For Non subscribers press 2
Choosing
For Affluent customers, press 3
Client IVR Press Zero System
For Business customers, press 4
Function
To stop any of your cards please, press 5
To Contact Agent, press 0
Kano Analysis
Waiting Time

Must-Be 150 sec.

Primary Satisfiers 120 sec.

Delighters 90 sec.
Process Map As Is
Process Map As Is (cont.)
Process Map As Is (cont.)
Process Map Should Be
Process Map Should Be (cont.)
Thank You